Kerrigan Ferguson
Columbia
Summary
Experienced customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
5
5
years of professional experience
Work History
Shift Leader
Murphy USA
04.2024 - Current
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Trained new employees and delegated daily tasks and responsibilities.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Customer Experience Specialist
Teleperformance USA
09.2022 - 04.2024
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
- Contributed to the growth of the bank''s customer base through effective cross-selling techniques and personalized service recommendations.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Facilitated successful loan applications for clients by guiding them through the process step-by-step while adhering to lending guidelines.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
Customer Service Agent (Remote)
Recruiting Solutions
04.2021 - 09.2022
- Assisted claimants in navigating the unemployment benefits system, addressing concerns, and answering inquiries promptly.
- Maintained up-to-date knowledge of federal and state regulations governing unemployment insurance programs, ensuring compliance at all times.
- Maintained strict confidentiality when dealing with sensitive claimant information, adhering to all privacy regulations and guidelines.
- Improved the accuracy of claims data by regularly updating and maintaining electronic records.
- Participated in cross-functional projects aimed at improving overall department efficiency and effectiveness in handling unemployment claims matters.
- Increased team productivity by providing ongoing training and support to junior staff members.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Assisted clients with completion of applications and paperwork.
Customer Service Agent
Teleperformance USA
01.2020 - 04.2021
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance
- Encouraged customers to become self-sufficient with web-based and mobile support tools
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Participated in regular team meetings to discuss performance metrics, share insights, and foster a collaborative work environment.
- Followed up on open cases, ensuring timely resolution and customer satisfaction throughout the process.
Education
High School Diploma -
A.C. Flora High School
Columbia, SC06-2018
Skills
- Team leadership
- Complaint handling
- CRM software
- Live chat support
- Quality assurance
- Appointment scheduling
- Call center experience
- Salesforce
Timeline
Shift Leader
Murphy USA
04.2024 - Current
Customer Experience Specialist
Teleperformance USA
09.2022 - 04.2024
Customer Service Agent (Remote)
Recruiting Solutions
04.2021 - 09.2022
Customer Service Agent
Teleperformance USA
01.2020 - 04.2021
High School Diploma -
A.C. Flora High School
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