Sadreda Egleston

Call Center Representative

S&L Financial

05.2019 - Current

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Responded to customer requests for products, services, and company information.
Conducted training sessions for new hires, ensuring consistent level of service across team.
Customized support strategies for high-priority clients to ensure their specific needs were met.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Trained new Customer Service Representatives on company policies, procedures, and best practices.
Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Educated customers about billing, payment processing and support policies and procedures.
Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Streamlined call flow processes for more efficient response times and increased productivity.
Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.
Identified upselling opportunities to increase revenue generation.
Met customer call guidelines for service levels, handle time and productivity.
Investigated and resolved customer inquiries and complaints quickly.
Followed up with customers about resolved issues to maintain high standards of customer service.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Exhibited high energy and professionalism when dealing with clients and staff.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Investigated and resolved accounting, service and delivery concerns.
Trained new personnel regarding company operations, policies and services.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Summary

Overview

Work History

Call Center Representative

Education

Skills

Timeline

Call Center Representative

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