Call Center Representative

Senior Call Center Representative — Solaria Telecom

Phoenix, AZ | July 2023 – Present

• Managed a queue of 60+ inbound calls daily, achieving an average handle time of 172 seconds, which exceeded the department standard by 14% while maintaining high documentation accuracy.
• Resolved billing disputes and technical service inquiries, boosting first-contact resolution (FCR) from 78% to 89% over a 12-month period through active listening and efficient troubleshooting.
• Led a peer-coaching initiative for 8 junior representatives on de-escalation strategies, contributing to a 15% reduction in call escalation rates across the regional team within 6 months.
• Identified accounts eligible for upgrade packages, cross-selling services to generate $12,400 in incremental quarterly recurring revenue while maintaining a 96.8% customer satisfaction rating.

Call Center Representative — Horizon Support Partners

Phoenix, AZ | August 2021 – June 2023

• Handled 50+ customer inquiries per day via phone and live chat channels, maintaining a 94.2% customer satisfaction score across 12 consecutive months of performance reviews.
• Utilized Zendesk and Salesforce CRM platforms to document customer issues and update account details, reducing administrative errors by 22% through standardized entry templates.
• Collaborated with the tier-2 support team to streamline the escalation pathway for complex service outages, reducing customer wait time on transferred calls by 45 seconds on average.
• Exceeded daily outbound callback quotas by 18%, reaching out to customers with resolved tickets to confirm satisfaction and gather feedback, which improved brand net promoter score by 8 points.

Inbound call resolution, Active listening, Customer de-escalation, Billing dispute resolution, First-contact resolution (FCR), CRM documentation, Outbound callbacks, SLA adherence, Salesforce Service Cloud, Zendesk, Five9 Cloud Contact Center, Talkdesk, LiveChat, Microsoft Office 365, Google Workspace

Contact Center CRM Transition

Role: Lead Tester and Support Agent

Tools: Salesforce, Zendesk, Slack, MS Excel

Tested user interface workflows and documented standard operating procedures for a new CRM rollout, saving the 40-agent team 12 hours of training time per person and reducing data entry errors by 18% in the first quarter.

FCR Optimization Initiative

Role: Representative Champion

Tools: Five9, Talkdesk, Confluence

Designed and piloted a centralized knowledge base document for handling billing disputes, which was adopted team-wide and resulted in a 12% improvement in first-contact resolution within 90 days.

• HDI Customer Service Representative (HDI-CSR) (2022)
• NCSA Direct Customer Service Professional (DCSP) (2023)

• Languages: English (Native), Spanish (Conversational)
• Volunteer Work: Virtual assistant for a regional community center, answering support emails 4 hours per week (2022-Present)
• Availability: 2 weeks notice for transition