African McCoy
Fayetteville
Summary
With a proven track record at Call centers, I excel in customer support and problem-solving, enhancing customer satisfaction and efficiency. I'm also skilled in data entry and building rapport. My experience spans resolving high-volume inquiries and streamlining processes, significantly boosting productivity and client loyalty.
Experienced with customer interactions, effective communication, and problem-solving skills. While, also using active listening and empathy to address customer concerns. My track record also consist of maintaining a calm and professional demeanor in high-pressure situations.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Teleperformance
03.2023 - 08.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
Mail Processing Clerk
Relyus
02.2022 - 01.2023
- Delivered consistent performance under pressure during peak mailing seasons, effectively managing increased volumes without compromising service quality or efficiency.
- Assisted in training new employees on company procedures, equipment usage, and safety guidelines for improved performance.
- Labeled packages with clear, correct information to reduce mailing errors.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Maintained a clean and organized work environment to optimize efficiency in mail processing tasks.
Customer Service Representative
Sykes
01.2021 - 12.2021
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Education
High School Diploma -
South View High School
Hope Mills, NC06-2021
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Inbound phone calls
- Customer communications
- Call control
- Answering questions
- Appointment scheduling
- Gathering information
- Calm disposition
- Building rapport
Timeline
Call Center Representative
Teleperformance
03.2023 - 08.2024
Mail Processing Clerk
Relyus
02.2022 - 01.2023
Customer Service Representative
Sykes
01.2021 - 12.2021
High School Diploma -
South View High School
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