Victoria Mitchell
Columbia,KY
Summary
Dynamic and results-oriented professional with extensive experience in customer support and problem-solving, notably at KECH. Excelled in managing high call volumes, reducing handling times, and enhancing team productivity. Demonstrated expertise in customer service optimization and complaint resolution, ensuring high levels of client satisfaction. Skilled in both technical system navigation and maintaining a calm disposition under pressure.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
7
7
years of professional experience
Work History
Call Center Representative
KECH
01.2025 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and team productivity by promoting operational best practices.
Call Center Representative
Senture LLC
08.2021 - 12.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Investigated and resolved customer inquiries and complaints quickly.
Certified Nursing Assistant
Taylor Regional Hospital
04.2018 - 05.2019
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Education
High School Diploma -
Adair County High School
Adair County05-2017
Skills
- Problem-solving skills
- Customer service
- Customer support
- Inbound phone calls
- Resolving issues
- Call control
- Customer communications
- Communicating with clients
- Answering questions
- Complaint resolution
- Payment processing
- Calm disposition
- Gathering information
- Customer service optimization
- Inbound phone call management
- Quality control
- Database research
- Logging call information
- System documentation
- Documentation and reporting
Timeline
Call Center Representative
KECH
01.2025 - Current
Call Center Representative
Senture LLC
08.2021 - 12.2024
Certified Nursing Assistant
Taylor Regional Hospital
04.2018 - 05.2019
High School Diploma -
Adair County High School
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