I am a Customer Service Representative with four years of experience. I have a strong attention to detail and strive for perfection in every task presented to me. During escalated calls, I make it a priority to listen to customers patiently and ensure they feel heard, which contributes to a satisfactory resolution. I take the initiative to meet and exceed expectations in all aspects of my work.
Experience
Eastern Account Systems
Dec 2021 – Dec 2023
Brookfield, CT
Team Leader
- Led a team of 15 by monitoring calls, discussing weekly/monthly stats, and
implementing ways on how to improve their success rate.
- Conducted regular team meetings, coaching sessions, and performance reviews.
- Resolved escalated customer disputes, reducing complaints and improving customer
satisfaction when needed.
Eastern Account Systems
Dec 2021 – Dec 2022
Brookfield, CT
Call Center Representative
- Communicated payment expectations and negotiated repayment options for overdue
accounts via outbound calls.
- Deescalated calls professionally and patiently, while still attempting to assist
customers in setting up payment plans.
- Successfully met or exceeded daily and weekly expected payment collections.
