Zimbria Mccurtis
Laurel,MS
Summary
Skilled Customer Service Representative with proven expertise in problem resolution and customer education, honed at Alorica. Demonstrates exceptional problem-solving abilities and active listening, leading to increased customer loyalty and repeat business. Expert in leveraging computer proficiency and professional telephone demeanor to enhance customer satisfaction and efficiency. Achieved notable improvement in service delivery by mastering product knowledge and customer relations.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Alorica
02.2021 - Current
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Maintained up-to-date knowledge of product and service changes.
- Managed timely and effective replacement of damaged or missing products.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Proven ability to learn quickly and adapt to new situations.
Customer Service Representative
Teleperformance USA
07.2020 - 01.2021
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
High School Diploma -
Laurel High School
Laurel, MS05-2021
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Appointment Scheduling
- Live chat support
- Customer Education
- Credit adjustments
- Promotional support
Timeline
Customer Service Representative
Alorica
02.2021 - Current
Customer Service Representative
Teleperformance USA
07.2020 - 01.2021
High School Diploma -
Laurel High School
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