TEAM LEADER

Apr 2020 - Present

Leads a team of 7 consultants, previously 16 members in 2021. Resolves escalations to maintain team satisfaction. Trains and develops Customer Care Consultants to improve performance and productivity. Analyzes operational metrics for improvement and strategic planning.

CUSTOMER CARE CONSULTANT

Feb 2019 - Apr 2020

Responded to customer inquiries about products and orders online. Resolved issues related to delivery, damages, and cancellations. Handled critical cases with care. Assisted team as point of contact for productivity, queries, and boosting morale of new hires.

DATA RESEARCHER/VOICE WRITER

Jul 2016 - Apr 2018

Documented financial calls of companies across industries by voice writing. Researched and prepared each call for accuracy using press releases, search engines, and previous calls to ensure detailed and precise documentation.

COMMUNICATION ASSISTANT

Feb 2014 - Jan 2016

Assisted hard of hearing customers by captioning the person on the other line. Delivered excellent performance in attendance and accuracy, satisfying customers, clients, and management. Motivated newly hired employees.

TECHNICAL SUPPORT REPRESENTATIVE

Jan 2012 - Feb 2014

Troubleshot TV, internet, and phone issues over the phone. Scheduled technician visits when necessary. Maintained quality service and provided essential information to customers for self-help options.

CUSTOMER SERVICE REPRESENTATIVE

Aug 2010 - Jan 2012

Assisted customers with credit card concerns and processed payments and transfers. Provided excellent customer service with minimal upselling. Educated customers about products and services.

CUSTOMER SERVICE REPRESENTATIVE

Feb 2010 - Aug 2010

Assisted customers with mobile phones, network, and connection issues. Performed basic troubleshooting and educated customers about their network provider and products.

CUSTOMER SERVICE REPRESENTATIVE

Jul 2007 - Jan 2010

Provided healthcare benefits and information to healthcare providers on behalf of cardholders. Maintained excellent performance and participated in team activities. Handled escalation and supervisory calls.

CUSTOMER SERVICE PROFESSIONAL

Nov 2005 - Jul 2007

Handled technical support and financial accounts. Assisted customers with satellite radios and troubleshooting basic radio issues. Provided financial account information and educated customers on credit cards with excellent service.