WFH CSR - HOMESERVE USA - Orlando, FL
(2025-01)
- Communicate with members through digital channels and inbound calls to provide accurate and prompt resolution of inquiries, consistently meeting service level guidelines.
- Handle high volume call center traffic of 60+ inbound calls daily, utilizing CRM software to document interactions and ensure prompt resolution of billing discrepancies.
- Seek and identify sales opportunities identification during service interactions by providing tailored recommendations that foster long-term member loyalty.
- Develop strategies for enhancing overall member experience by delivering outstanding problem-solving skills in addressing recurring operational inefficiencies.
- Resolved associate and tool delivery issues revealed by statistical reports, maintaining the highest level of service in a high-pressure banking-adjacent environment.
Customer Service Representative Team Lead - INTOUCHCX - Altamonte Springs
(2023-01 - 2024-12)
Developed and supervised large teams in a high volume call center, providing guidance and direction for high-quality member care across digital channels.
- Handled escalated customer service inquiries and complex complaints to maintain satisfaction and resolve issues through active listening and open-ended questioning.
- Conducted regular performance evaluations focused on CRM proficiency and inbound call handling, providing constructive feedback to support professional growth.
- Optimized scheduling processes to ensure adequate staffing levels during peak hours of operation in a high-volume contact center environment.
Team Lead - WALMART - Colorado and Massachusetts
(2017-03 - 2022-03)
- Sought and influenced positive change within the organization through strategic thinking and identifying sales opportunities identification to meet production goals.
- Increased member satisfaction by ensuring timely completion of projects and adherence to high-quality standards in a fast-paced retail banking-adjacent environment.
- Managed digital database entries by collecting, arranging, and inputting information to track team progress towards set targets and performance metrics.
- Coached team members in advanced customer service techniques necessary to complete job tasks and provide optimal coverage during high-volume periods.
