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Charlotte N.C. PHONE NUMBER AVAILABLE EMAIL AVAILABLEEDUCATIONClaflin University Orangeburg, South CarolinaPsychology Graduation Date: May Street Address
WORK EXPERIENCEConcentrix Savannah, GeorgiaAT&T Retention Represenitive Sep 2021 - Feb 2022 Responded to an average of 100 customer inquiries per day through phone, email, and social media* Maintain up-to-date knowledge about AT&T* Saved 97% of customers from leaving through expert retention skills and upselling Reduced customer wait time by 15% through optimized staffing and scheduling conversations.OnBrand24 Savannah, GeorgiaMulti-contracts Jun 2020 - Aug 2021* Successfully navigated difficult conversations with clients in order to upsell them on additional services Reduced unemployment rate by 10% through the implementation of a new training program.* Successfully diffused hostile situations with clients, de-escalating the issue 98% of the time.Kelly Connect RemoteVerizon Customer Service Mar 2022 - Oct 2022* Utilized active listening skills to understand customer needs and provided tailored solutions, resulting in a 5%increase in first call resolution rates.Demonstrated excellent verbal communication by effectively conveying complex technical information tocustomers, leading to a 15% decrease in calls transferred to tech support. Received an average of 400 inbound calls per day.PROJECT EXPERIENCEClaflin University Organization Orangeburg, South CarolinaSisters of Service May 2017 - May 2018* Served the community by providing meals to families in need. Visit the senior citizens and spend time with them. Coordinated with local businesses to provide resources and donations to families in need.Claflin University Organization Orangeburg, South CarolinaPublic Health club Apr 2018 - May 2018 Setting up H.I.V. Awareness posters and spread awareness to the campus and students. Planted a Garden for healthy eating. Participated in the Pepsi cola Recycling challengeSKILLS & INTERESTSSkills: Microsoft Office (Excel, Word, PowerPoint) Live chat, Help desk, Data entry, Telemarketing, troublingshooting.Interests: