▪Leveraged advanced communication and problem-solving skills as call center representative for banking services and product company.

▪Employed elevated
listening skills to soothe customer irritations. Three of my phone recordings were played by management as training tools.

▪Commended by team Leader 4 times for my positive attitude. Consistently received quarterly incentive for
maintaining a high average of satisfied callers.

▪ Used expert problem-solving skills to resolve issues. Scored in the
top 95% for the company's "Quality Assurance Quiz" survey
question.

▪ Completed data analysis using the contact
center application - Customer Relationship Management (CRM) tool for documentation and compliance purposes.

▪Complete proficienct in MS Excel, Access, Power Point, Word, OneNote , and Outlook.

▪ Forecasting call volume based on historical data and call arrival patterns.

▪Attended trainings and maintaining script materials for call
center Agent role for new skills growth and development in
techincal skills .

▪Answered customers’ questions about
return policy.

▪ Accessed and reviewed customer’s online
accounts to resolve customer’s complaints. When required, transferred customer to the supervisor resolution.