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.
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.
HGS AMEX
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.
HGS RCN
Monitored inbound and outbound calls made by 25 employees to provide constructive feedback.
HGS RCN
American Income Life Insurance
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.
High School Diploma
Associate of Arts
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Supervised 20 employees in an inbound call customer service environment by monitoring performance, coaching and offering ways to met expectations.
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