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SoniaDoswellEMAIL AVAILABLE PHONE NUMBER AVAILABLE Street Address
Professional Summary2016 - 2022 employed as a customer service representative in a call center2022-2023 employed by ResultscxRated excellent by customer feedbackWork History ( Past 7 Yrs)) (20152022) Alorica Customer Service RepresentativeAlorica /HSN Aug 2015---February 2022 Location/RemoteAlorica/Verizion May 2022---July 2022 Location/RemoteReceived inbound calls via home officeInitiated transfers to various departmentsQuickly and efficiently met the needs of customers whether it was an inquiry or processing an orderArticulated product benefits and suggested solutions that benefited customersEntered customer feedback into the system to boost customer relationshipsMaintained an excellent rapport with customers and supervisorsSkillsIncreased customer satisfaction through clear communicationProvided exceptional customer service through strong listening skillsSkilled at understanding customer concerns and how to address concerns quicklyProtected and updated customers personal informationResolved customer concernsUtilized tracking sites to keep customers updated on their deliveriesOffered upsells on every sale to increase salesProvided payment assistance on merchandise purchasedDemonstrated a talent for communicating effectively with customers from diverse backgroundsResultscx October 2022  June 2023 Customer Service /RemoteUsed numerous computer workstation applications to supply live responses to customers needsDocumented customer calls in the database systemAssisted customers with functionality and basic troubleshooting of product or account issuesAssisted in resolving serious complaints and escalated callsMaintained at a minimum, target levels of performanceMaintained up to date level of product knowledgeMulti Tasks: Listen, input data, proved solutions, navigated through various screens while applying customer satisfaction techniquesSkills:Poficient on computers. Ability to type 25 WPM or moreExcellent English language skills. Ability to use proper English, spelling, grammar, punctuation, and syntaxArticulate speech, clear and well-modulated speaking voiceSuperb listening, probing, negotiation and de-escalation skillsExcellent analytical and troubleshooting expertiseAble to accommodate a flexible schedule, as neededCustomer service or support service experienceProficient on computersStrong data entry skillsExcellent customer service skillsExcellent organizational skillsAbility to work in a team environmentEducator (Previous) Duties and ResponsibilitiesElementary Ed (Grades 1-5)Middle Grades (Grades 6-8)High School (ESOL)ESOL/ University Level/Graduate and Undergraduate StudentsEducationMorgan State University - Baltimore, MarylandBS Elementary EducationMS Reading SpecialistESOL English For Speakers of Other Languages