Summary
Overview
Work History
Education
Skills
Certification
Timeline
Additional Information
Generic

Natalla Carter

Starkville,MS

Summary

Dedicated and hardworking professional with strong customer service, communication, and problem-solving skills. Known for reliability, adaptability, and the ability to quickly learn new tasks. Seeking a long-term opportunity where I can contribute, grow, and continue developing new skills. Willing to relocate and authorized to work for any employer in the U.S.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Escalation Agent

Everise
10.2024 - Current
  • Resolved complex customer issues through effective communication and problem-solving techniques.
  • Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
  • Analyzed escalated cases to identify trends and recommend process improvements for efficiency.
  • Implemented solutions for recurring issues, reducing the volume of escalations over time.
  • Improved customer satisfaction ratings through effective communication and problem-solving skills.
  • Upheld company reputation by providing exceptional service during difficult interactions, turning negative experiences into positive outcomes.
  • Demonstrated adaptability in handling diverse range of cases, applying critical thinking skills to determine appropriate course of action.
  • Stayed up-to-date on company policies and procedures, allowing for informed decision-making during escalations.
  • Maintained detailed records of all escalation cases, ensuring accurate reporting and data analysis for management review.
  • Reduced customer complaints by efficiently managing and resolving escalated issues.
  • Handled high-pressure situations with professionalism and empathy, restoring customer confidence in the company''s ability to address concerns.
  • Delivered prompt resolutions to escalated inquiries by gathering necessary information from customers and internal resources.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Escalated customer issues to management for appropriate action to be taken.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Identified and resolved discrepancies and errors in customer accounts.

CSR - Customer Service Representative

Everise
11.2022 - 10.2024
  • I assist members with information about Medicare benefits. I multitask, communicate well, and provide the best customer services experience to members. I look up claims and authorization and assist with any question members have about them.
  • Resolved customer inquiries through effective communication across multiple channels.
  • Trained new team members on company policies and customer service best practices.
  • Monitored ticketing system to ensure timely responses and issue resolution.
  • Collaborated with cross-functional teams to enhance customer experience initiatives.
  • Analyzed customer feedback to identify trends and recommend process improvements.
  • Developed training materials to streamline onboarding processes for new hires.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
  • Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.

Quality Assurance Analyst

PECO FOODS
07.2021 - 11.2022
  • I check the temperature of the line which the meat comes out of. I check the temperature of the meat as well and I do this every hour. I put data and check weight of the boxes to make sure they’re not over weight.
  • Developed and executed comprehensive test plans for software applications to ensure quality standards.
  • Conducted root cause analysis on defects, implementing corrective actions to enhance product reliability.
  • Reviewed project specifications and requirements, ensuring alignment with quality assurance processes and standards.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Improved product reliability with rigorous regression testing, ensuring software performance consistency across updates.
  • Identified and documented discrepancies between expected and actual outcomes, contributing to overall software quality improvement.
  • Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
  • Improved product reliability by executing rigorous test plans and ensuring software met established requirements.

Assembly Line Worker

Mercedes-Benz
04.2020 - 06.2021
  • I assembled the right side of the truck/cars which is known as Trim 5. I was running down back seats and the trimming of the front and back door. I made sure my work area was clean before I left for the day. I wore safety glasses at all times and made sure I was safe at all times with proper PPE. I also used power tools such as a torque wrench and the dc tool.

Assistant Cook

CAMPUS COOKS
04.2014 - 03.2020
  • Keeping the kitchen clean and doing whatever the cook needed me to do. I also help prepare some dishes for the cook and showed good communication and I was always reliable.
  • Developed and refined recipes, contributing to improved flavor profiles and customer satisfaction.
  • Prepared food orders to support waitstaff and other team members.
  • Demonstrated strong attention to detail while plating dishes, enhancing the overall presentation of each meal.
  • Prepared and assembled diverse menu items in adherence to food safety standards.
  • Demonstrated versatility in cooking styles by preparing a wide range of cuisine types including American, Italian, Asian Fusion, and vegetarian dishes.
  • Developed strong knife skills through consistent practice, increasing precision in ingredient preparation.
  • Increased kitchen flexibility by cross-training in various cooking stations, including grill and saut��.
  • Supported successful catering events by efficiently preparing large volumes of food under tight deadlines.
  • Prepared diverse menu items according to chef's recipes to ensure customer satisfaction.
  • Prepared food items in compliance with recipes and portioning control guidelines.
  • Prepared and cooked meals according to recipes and customer specifications.
  • Kept kitchen clean and organized by performing daily maintenance tasks.
  • Streamlined food preparation process, allowing for quicker order turnaround and increased table turnover.
  • Improved dish presentation, enhancing overall dining experience and customer satisfaction.
  • Managed inventory and ordered food and supplies to maintain adequate stock.
  • Developed innovative, creative menu items and recipes.
  • Developed strategies to enhance catering and retail food service revenue and productivity goals.
  • Assisted lead cooks in meal preparation and inventory management.
  • Enhanced kitchen efficiency by streamlining food preparation processes and maintaining a clean workspace.
  • Enhanced flavor profiles of various dishes by experimenting with different herbs, spices, and seasoning combinations.
  • Received positive feedback on dish taste and presentation, contributing to repeat business from satisfied customers.
  • Prepared high-quality dishes by following prescribed recipes and adhering to strict quality standards.
  • Maintained high standards of food quality by conducting regular checks on ingredients for freshness and suitability.

Costumer Service Representative

Sitel Group
06.2005 - 03.2014
  • Resolved customer inquiries efficiently through various communication channels, enhancing satisfaction and loyalty.
  • Streamlined issue resolution processes, improving response times for customer support requests.
  • Implemented feedback mechanisms to gather customer insights, driving service enhancements and operational improvements.
  • Developed training materials for ongoing staff development, promoting knowledge sharing and continuous improvement.
  • Led initiatives to optimize workflow efficiency, reducing handling times and increasing first contact resolution rates.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Sought ways to improve processes and services provided.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Education

High School Diploma -

Starkville High School
Starkville, MS
05.2005

Skills

  • Call center experience
  • Complaint handling
  • De-escalation techniques
  • Customer service
  • Problem-solving
  • Problem-solving skills
  • Attention to detail
  • Multitasking
  • Excellent communication
  • Understanding customer needs
  • Customer service excellence
  • Written communication
  • Process improvement

Certification

  • OSHA Occupational Safety and health administration Present I have completed 10 hour Occupational Safety and Health Training Course in General Industry Safety and Health
  • Manufacturing Skills Certificate September 2015 to November 2015 I have learned about Lean Manufacturing and basic measurements. I have also learned about team work!
  • Six Sigma Green Belt
  • Six Sigma Black Belt
  • Certified Quality Engineer

Timeline

Escalation Agent

Everise
10.2024 - Current

CSR - Customer Service Representative

Everise
11.2022 - 10.2024

Quality Assurance Analyst

PECO FOODS
07.2021 - 11.2022

Assembly Line Worker

Mercedes-Benz
04.2020 - 06.2021

Assistant Cook

CAMPUS COOKS
04.2014 - 03.2020

Costumer Service Representative

Sitel Group
06.2005 - 03.2014

High School Diploma -

Starkville High School

Additional Information

I’m looking for a job where I can grow well as get an opportunity towards moving up. All I need is a chance to show my skills. I’m a fast learner who’s all ways on time and ready to work.

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Natalla Carter