Professional Summary Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem-solving. Skills Senior Level Customer Service and Sales Agent with 10 years of Call Center experience, a Certificate degree in Customer Service Skills, and 10 years as Customer Service Representative in the Outsourcing industry Skilled in call center operations Customer interface expertise Multi-line phone operation proficiency Committed to maintaining data integrity Strong problem-solving aptitude Persuasive speaker Familiarity with Key Performance Indicators (KPIs) Avaya Software knowledge Previous Experiences Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Managed high call volume with tact and professionalism. Oversaw call center employees to ensure customer satisfaction goals were consistently met. Met or exceeded service and quality standards every review period Evaluate consumer reports on a monthly basis. Prepared reports and communication with senior management and clients. Initiated operations improvements to improve overall productivity. Acted professionally and patiently when addressing negative customer feedback.