Tanya Hyde

Motivated and results-driven call center professional with 5+ years of experience delivering outstanding support in high-volume environments. Proven ability to manage multiple phone lines, adhere to average handle time (AHT) targets, and maintain high customer satisfaction ratings. Adept at conflict resolution, cross-department collaboration, and consistently meeting or exceeding KPI goals.

Customer Service Representative – Call Center at Liveliness (2023-02 – 2026-02)

• Handled an average of 80+ inbound calls daily, while resolving inquiries related to billing, product information, and technical support, while maintaining a 90% first call resolution rate.
• Consistently achieved a below-target average handle time (AHT) of under 5 minutes, leading to improved efficiency and customer satisfaction.
• De-escalated challenging customer issues by employing active listening and empathy, resulting in a 15% reduction in complaint escalations.
• Collaborated with the QA team to develop standard call scripts.

Senior Call Center Agent at WMJ Corp. (2019-05 – 2023-02)

• Mentored new hires on handling high-volume phone traffic, call scripts, and issue resolution techniques helping reduce the onboarding period by 25%.
• Monitored and documented key performance indicators (KPIs), including call quality scores, FCR, and customer satisfaction, consistently surpassing monthly targets.
• Coordinated with cross-functional teams (billing, technical support, sales) to expedite customer resolutions and ensure a seamless support experience.
• Implemented a proactive outreach initiative, contacting inactive customers and increasing upsell conversions by 10%.

Diploma – Hesperia High School (1994 – 1997)