Pauline B.
Mid-Level Call Center Representative
Open to offersNew to PlatformAbout
Pauline B. is a dedicated professional based in Hartford, USA, known for her expertise in customer service and developing customer retention strategies. With a remarkable proficiency in verbal and written communication and extensive experience in both inbound and outbound calling, she excels in problem-solving and conflict resolution, ensuring high levels of customer satisfaction and loyalty. Her career spans several roles, most notably as a Call Center Representative at Connecticut Community Care, where she effectively managed 75 calls daily, enhancing customer satisfaction by resolving complex issues promptly. At Allied Community Recourse, she improved first-call resolution rates and boosted sales revenue, thanks to her ability to identify customer needs and recommend suitable products. Earlier, as a Customer Retention Specialist at Fiserv, she successfully handled delinquent accounts and maintained positive customer relationships. Her adept use of billing systems, CRM software, and Microsoft Office underpins her efficient time management and data entry skills.
Experience
Call Center Representative
Connecticut Community Care · 2022 — 2025Effectively managed high-stress situations and maintained professionalism while resolving disputes or conflicts. Addressed customer complaints with empathy, contributing to increased loyalty and repeat business. Handled approximately 75 calls daily, ensuring exceptional service under pressure. Addressed and resolved complex issues promptly, enhancing customer satisfaction.Customer Sales and Service Expert
Allied Community Recourse · 2020 — 2022Cultivated strong relationships with clients, leading to repeat business and positive feedback. Guided customers in effectively using online resources, boosting their self-sufficiency for future inquiries. Achieved improved first-call resolution by actively listening to customer concerns and providing suitable solutions. Identified customer needs to recommend appropriate products or services, enhancing sales revenue.Customer Retention Specialist
Fiserv · 2018 — 2020Responded effectively to customer needs through competent service and prompt problem-solving. Monitored delinquent accounts and initiated necessary collection actions, recovering outstanding balances while preserving positive customer relationships. Professionally handled escalated calls, resolving complex issues to ensure client satisfaction. Managed call queues efficiently to reduce wait times and prioritized urgent requests.