Mark-Anthony Carter
Atlanta
Summary
Polite and professional customer service call representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
4
4
years of professional experience
Work History
Dispatcher
KBR
08.2022 - Current
- Advised regarding delays and special circumstances.
- Maintained updated and detailed records of calls in physical and electronic database.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Increased customer service success rates by quickly resolving issues.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
Call Center Team Lead
USA UP STAR
01.2022 - 08.2022
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Oversaw team of 20 agents focused on priority calls.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Call Center Trainer (FEMA Mission)
Ranco Response
08.2021 - 12.2021
- Provided coaching and mentoring to employees.
- Trained and mentored 75 new personnel hired to fulfill various roles.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Facilitated virtual, in-person and blended learning sessions.
Customer Service Representative
DynCorp International
03.2020 - 08.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Detailed payment options and explained price, receipt and billing details to customers.
- Attended telephone skills and program information training sessions to boost aptitude.
Education
Bachelor of Arts - Politcal Science
Jacksonville State University
Jacksonville Al 12.2015
High School Diploma -
Central High School
Phenix City 05.2010
Skills
- Critical Thinking
- Customer Experience
- Reading Comprehensionc
- Schedule Coordinationall
- Inbound Phone Call Management
- Facility Tours
- Sales Expertise
- Verbal and Written Communication
- Training and Development
- Quality Assurance Controls
Timeline
Dispatcher
KBR
08.2022 - Current
Call Center Team Lead
USA UP STAR
01.2022 - 08.2022
Call Center Trainer (FEMA Mission)
Ranco Response
08.2021 - 12.2021
Customer Service Representative
DynCorp International
03.2020 - 08.2021
Bachelor of Arts - Politcal Science
Jacksonville State University
High School Diploma -
Central High School