Shayna Wood

Call Center Representative

Unique Vacations Limited

01.2017 - Current

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Assisted customers in navigating company website and assisting with reservation modifications, improving overall user experience.
Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Achieved high-quality service by adhering to company policies and procedures during each interaction.
Maintained a thorough knowledge of products and services to provide accurate information to customers.
Assisted team members in improving their performance through constructive feedback and sharing best practices.
Escalated complicated customer account issues to supervisors and help desk workers.
Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Identified potential sales opportunities during call interactions, up-selling products or services when appropriate.
Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Documented and detailed calls and complaints using call center's CRM database.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.