loice mahal call center agent loicemahalgmailcom 543 1018499 1234 sunshine blvd san francisco ca 94123 education associate applied science customer service management california state university long beach sep 2018 may 2022 relevant coursework customer service principles business communications conflict resolution sales techniques customer relationship management marketing strategies team management links linkedincominloicemahal skills active listening empathy problemsolving multitasking crm software time management conflict resolution profile dedicated call center agent 1 year experience providing exceptional customer support fastpaced environments adept handling high call volumes resolving customer issues maintaining strong client relationships excellent communication problemsolving skills proven track record enhancing customer satisfaction employment history call center agent alorica ca mar 2023 present achieved consistent average call handle time 3 minutes 30 seconds per call surpassing companys target 4 minutes per call resulting increased efficiency higher customer satisfaction successfully resolved 95 customer inquiries within first call exceeding aloricas first call resolution fcr goal 85 contributing overall improvement centers performance metrics maintained excellent customer satisfaction rating 98 consistently ranking top 5 call center agents alorica ca leading enhanced customer loyalty positive feedback recognized agent month twice year exceptional performance call quality adherence schedule overall productivity setting strong example fellow team members call center representative teleperformance ca sep 2022 feb 2023 achieved 95 customer satisfaction rating oneyear period consistently exceeding companys target 90 resulting recognized top performer within teleperformance ca handled average 100 calls per day maintaining average handle time 5 minutes per call contributed overall efficiency effectiveness call center operations successfully upsold additional products services customers 20 interactions generating additional 50000 revenue company fiscal year implemented new call scripts training materials improved first call resolution rates 15 leading significant decrease repeat calls increased customer satisfaction languages english arabic certificates customer service representative csr certification mar 2022 international customer management institute icmi call center agent training certification nov 2020 memberships