kivon riley call center representative kivonrileyemailcom 123 4567890 san diego ca linkedin education high school diploma westview high 2008 2012 san diego ca skills personable teamwork reliable processoriented detailoriented compassionate work experience call center representative accelerated innovators 2019 current san diego ca coached team 12 call agents customer support strategies helping mentees surpass call rate targets 29 achieved 1 ranking company call rates per month 2 ranking 97 complaint resolution analyzed customer surveys determine customer service quality improving positive response rates 38 developed call policies establishing target call rates ensuring customer satisfaction training events enforcement communicated distraught customers resolving concerns questions decreasing negative customer reviews 46 2020 53 2021 call center representative metroplushealth 2017 2019 san diego ca organized database calls generating comprehensive records 24000 calls engaged calls utilizing exemplary calls training events employee recognition improving training effectiveness reducing employee turnover 29 resolved 39 customer complaints inquiries per day receiving 100 positive customer reviews dispatched customer calls appropriate company departments unresolved questions concerns developed implemented resolution list suggestions call agents decreasing customer call times 17 seconds customer support agent rodo 2013 2017 san diego ca contributed 9 overperformance annual sales targets maintaining policy website understanding using knowledge answer calls per hour earned 100 customer ratings listening communication problemsolving skills managed 27 incoming calls per hour 6 outgoing calls per day inform customers shipping delays collaborated 7 representatives answer customer questions within 4 minutes less