Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Digital Contact Consultant II
Cy Fair Federal Credit Union
05.2022 - Current
Streamlined call center processes for improved efficiency and reduced wait times.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Assisted customers in navigating company website and placing online orders, improving overall user experience.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Seasonal Personal Delivery Driver
UPS
10.2021 - 12.2021
Improved customer satisfaction by ensuring timely and accurate deliveries of products.
Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
Customer Service Team Lead (Remote)
Cigna
10.2020 - 10.2021
Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.