Experience

Call Center

• Consumer Services
• 700 & Above Employee

• CSR Lead Phone-708-252-5355, E-Mail Address- ckvolly@yahoo.

  • Oct 2007 - Present

  Key Qualifications:• 10 plus years of Call Center experience• Excellent communication skills in both English and Spanish.• Ability to positively and proactively handle customer concerns.• Maintaining confidentiality and developing trusting relationships.• Developed strong and positive rapport with co-workers and managers. Work Experience:Red-Speed Illinois USA– Lombard, ILRed-light Photo Enforcement ProgramCall Center Lead, 10/2008 to Present Serve as a call center lead for the bilingual call center, assisting both English and Spanish speaking callers.Ensured the provision of effective, efficient and positive customer communications for Illinois, Florida, Georgia, Maryland and Iowa calls.• Responds to customer concerns and questions in a timely and professional manner.• Communicates effectively via telephone and E-mail• Maintains records of all incoming and outbound calls.• Manages distribution of credit card payments received on a daily basis.• Completes weekly and monthly reports on credit card payments received.• Provides assistance to manager on doing daily call backs to Spanish callers.• Functions as Call Center Supervisor when Manager out of the office.• Performs side by side training with temporary employees.• Provides detailed explanation of call center process and procedures.• Monitors call center representatives telephone calls and RedCheck notations.• Mentors new employees, by providing feedback on their calls and role-playing exercised to assist them in answering calls.• Knowledge of the Oaisys Recording System.



AT&T

• United States
• Telecommunications
• 700 & Above Employee

• Customer Service Representative

  • Sep 1994 - Nov 2006