Zykeria Douglas
East Dublin,GA
Summary
Results-driven Call Center Representative with over 5 years of experience in high-volume customer service, sales support, and issue resolution. Skilled in addressing billing inquiries, providing account updates, and delivering product information while fostering customer relationships. Demonstrated ability to meet performance goals, ensure accurate documentation, and effectively navigate multiple systems. Holds an Associate Degree in Science and offers strong communication and problem-solving skills.
Overview
1
1
Language
1
1
Certification
8
8
years of professional experience
Work History
Customer Service / Call Center Representative
Teleperformance
12.2021 - Current
- Provided high-volume inbound customer support while maintaining a professional and customer-focused experience.
- Assisted customers with account information, billing questions, payments, orders, services, and general inquiries to ensure timely resolutions;
- Advocated for customers by researching problems, explaining available options, and coordinating appropriate resolutions.
- Collaborated with supervisors and internal departments to resolve complex customer issues, improving overall customer satisfaction.
- Identified customer needs and recommended tailored products and services to enhance customer satisfaction.
- Utilized CRM systems and software applications to access customer information and document interactions, ensuring accurate records.
- Managed difficult conversations and escalated concerns as necessary, maintaining professionalism to foster positive customer relationships.
Call Center Advocate / Customer Care Representative
Centene, Superior Health Services
03.2021 - 12.2023
- Provided high-volume inbound customer support while maintaining a professional and customer-focused experience.
- Assisted customers with account information, billing questions, payments, orders, services, and general inquiries, ensuring timely resolutions and enhancing customer experience.
- Advocated for customers by researching problems, explaining available options, and coordinating appropriate resolutions.
- Collaborated with supervisors and internal departments to resolve complex customer issues, contributing to increased customer satisfaction.
- Identified customer needs and recommended products, services, or solutions based on individual circumstances.
- Utilized CRM systems and multiple software applications to access customer information and document interactions, enhancing data accuracy and supporting effective service delivery.
- Managed difficult conversations and escalated concerns appropriately while maintaining professionalism.
Customer Service Representative (Remote)
Concentrix
01.2019 - 03.2021
- Handled inbound customer calls, providing timely assistance with account questions, orders, billing inquiries, and service requests, resulting in improved customer satisfaction.
- Utilized active listening and probing questions to identify customer needs and deliver precise solutions, improving resolution rates.
- Resolved routine customer concerns on first contact, ensuring swift service and effective escalation of complex issues per established procedures.
- Maintained professional communication while managing high call volumes and competing priorities, safeguarding sensitive customer information.
- Updated customer records, entered account information, and documented call outcomes in CRM and database systems.
- Met established productivity, quality, attendance, and customer-service expectations in a fast-paced support environment.
Education
Associate Degree - Science
Georgia Southern University
Statesboro, GASkills
- CRM systems
- Customer advocacy
- Issue Resolution
- Call resolution
- Inbound & Outbound Calls
- Virtual Customer Support
- Consultative Sales
- Cross-selling
- Customer Retention
- Account Management
- Performance Monitoring
- KPI Performance
- Regulatory Compliance
- Computer proficiency
- Active Listening
- De-escalation
- Conflict Resolution
Personal Information
Title: Remote Sales Call Center Representative | Call Center Advocate
ADDITIONAL QUALIFICATIONS
- 5+ years of customer service and call center experience
- Experienced with inbound and outbound customer interactions
- Strong sales and customer-retention abilities
- Comfortable working in high-volume environments
- Strong computer literacy and multi-tasking skills
- Customer-focused and solution-oriented
- Strong attention to detail and documentation accuracy
- Available for remote call center operations
Languages
English
Full Professional
Certification
- HIPAA Privacy & Security Training
- Customer Service and Call Center Professional Training
- HDI Customer Service Representative (HDI-CSR)
Timeline
Customer Service / Call Center Representative
Teleperformance
12.2021 - Current
Call Center Advocate / Customer Care Representative
Centene, Superior Health Services
03.2021 - 12.2023
Customer Service Representative (Remote)
Concentrix
01.2019 - 03.2021
Associate Degree - Science
Georgia Southern University