Dynamic, results-driven Call Center Representative with strong background in customer service and problem resolution. Proficient in multi-line phone systems, CRM software, and call scripting. Detail-oriented with exceptional communication and active listening skills. Proven track record of meeting and exceeding customer satisfaction goals. Skilled in managing high call volumes while maintaining professionalism and empathy.
08/2019 - present, Customer Service Representative, Amazon, Seattle, WA
- Handle inbound customer inquiries via phone and email, addressing concerns related to orders, shipping, returns, and product information.
- Consistently meet and exceed performance metrics, including average handle time and customer satisfaction scores.
- Collaborate with team members to share best practices and improve overall call center efficiency.
- Recognized with "Flipped Turtle" award for turning around escalated customer.
05/2017 - 07/2019, Call Center Representative, Comcast, Bellevue, WA
- Provided technical support and troubleshooting assistance for Comcast's Xfinity products and services.
- Demonstrated strong active listening skills and empathy to identify and resolve customer issues efficiently.
- Received multiple "Employee of the Month" awards for outstanding performance and customer feedback.
09/2013 - 06/2017, Bachelor of Arts in Communication, University of Washington, Seattle, WA
- Time Management
- Customer Service
- Microsoft Office Suite
- Communication
- Problem Solving
- Conflict Resolution
- Escalated Customers
- Complex Issues
- Attention to Detail
- Deadline Adherence
- Strong Speaking Skills
- Teamwork
- Metrics Adherence
- Analysis & Reporting
- High Pressure Environments
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