I am a high-performing Call Center Lead with 6 years of experience delivering top-tier customer support and operational oversight. Throughout my career, I have specialized in streamlining workflows to increase productivity while maintaining a 92% client satisfaction rating. I am passionate about applying my expertise in team management and conflict resolution to drive impactful results.
In my current role at NexRep since August 2019, I manage a high volume of inbound and outbound calls, consistently meeting or exceeding performance metrics for quality and resolution time. I resolve complex customer inquiries and complaints with a focus on first-call resolution and customer satisfaction.
I am proficient in utilizing CRM software to accurately document customer interactions and maintain up-to-date account information. I adapt quickly to new product information and company protocols to provide accurate support to a diverse client base.
My key skills include active listening, verbal mirroring, de-escalation techniques, and maintaining high customer satisfaction scores (CSAT). I am committed to continuous learning and currently pursuing a business degree to further enhance my professional capabilities.
I am eager to leverage my experience and skills to contribute effectively to a dynamic team and help organizations achieve their customer service goals.
