Summary
Overview
Work History
Education
Skills
Timeline
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Virginia Mcbride

Pipestem ,WV

Summary

Proven in enhancing customer satisfaction and streamlining operations, my tenure at Alorica showcased my adeptness in problem-solving and exceptional customer support. Mastering technical support and empathetic communication, I consistently exceeded performance metrics, contributing significantly to process improvements and team success.

Overview

9
9
years of professional experience

Work History

Call Center Representative

Alorica
11.2023 - 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.
  • Responded to customer calls and emails to answer questions about products and services.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
  • Contributed to process improvements within the team by suggesting innovative solutions that led to enhanced workflows and better results.

Assembly Line Production Worker

Volvo Trucks
02.2017 - 10.2020
  • Maintained a clean and organized workstation, ensuring optimal productivity and safety for all workers.
  • Contributed to overall team success by meeting daily production targets consistently.
  • Collaborated effectively with team members to maintain smooth workflow and efficient product assembly.
  • Demonstrated adaptability by learning new procedures quickly when changes were implemented on the production line.
  • Exceeded company expectations regarding punctuality and attendance, demonstrating a strong work ethic and commitment to the success of the assembly line team.
  • Achieved consistent results in product quality while maintaining a fast-paced work environment on the assembly line.
  • Displayed strong problem-solving abilities when faced with challenges during the assembly process, finding solutions efficiently without compromising quality or speed.
  • Reduced errors in assembled products by maintaining a keen attention to detail and following instructions closely.

CNA

Springfield Nursing & Rehabilitation Center
02.2016 - 06.2017
  • Assisted patients with daily living activities, promoting independence and dignity.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.

Education

High School Diploma -

James Monroe High School
Lindside, WV
05.2013

Skills

  • Problem-solving skills
  • Customer Support
  • Data Entry
  • Customer Service
  • Verbal and written communication
  • Resolving issues
  • Inbound phone calls
  • Call Center Operations
  • Communicating with clients
  • Answering questions
  • Appointment Scheduling
  • Product Knowledge

Timeline

Call Center Representative

Alorica
11.2023 - Current

Assembly Line Production Worker

Volvo Trucks
02.2017 - 10.2020

CNA

Springfield Nursing & Rehabilitation Center
02.2016 - 06.2017

High School Diploma -

James Monroe High School

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Virginia Mcbride