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Customer Service & Quality Analyst with 10+ years in Telecom & Insurance
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Competencies
Provided technical support for cable, internet, and phone services, ensuring first call resolution and quality assurance.
Supervised and coached inbound call center staff to meet performance metrics and improve customer experience.
Engaged clients, recommended coverage options, and grew customer base through networking and referrals.
Monitored call quality and provided feedback to enhance service standards in a high-volume environment.
Education
Languages
Summary
Customer Service professional with over 10 years of experience in telecom and insurance sectors. Skilled in support, supervision, quality assurance, and client relationship development. Adept at problem-solving, leading teams, and ensuring excellent service delivery.
Key Achievements
- Supervised 20 employees in call center at GC Services, improving team performance through coaching.
- Resolved customer issues efficiently as a Customer Care Professional at HGS AMEX, enhancing customer satisfaction.
- Developed client relationships and secured new clients as a Life Insurance Sales Agent through targeted outreach.
Experience
Customer Care Professional
Identified customer issues with products or services, investigated causes, and initiated resolutions., Responded to customer requests for products, services and company information., Educated customers on promotions to enhance sales.
Quality Analyst
Monitored inbound and outbound calls made by 25 employees to provide constructive feedback.
Customer Service Representative
Life Insurance Sales Agent
Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques., Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
Customer Service Representative
Provided primary customer support to internal and external customers in fast-paced environment., Answered constant flow of customer calls in a fast pace environment.
Manager
Supervised 20 employees in an inbound call customer service environment by monitoring performance, coaching and offering ways to met expectations.