Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Linda Anderson

Hephzibah

Summary

Hardworking and reliable representative with strong ability in resolving customer issues. Offering reliability and adaptability. Highly organized, proactive and punctual with team-oriented mentality.

Professional with substantial experience in contact center operations, poised to drive team performance and enhance customer satisfaction. Expertise in managing teams, optimizing workflows, and implementing strategic initiatives to improve efficiency. Strong focus on collaboration and adaptability, ensuring reliable support and flexibility in dynamic environments. Skilled in conflict resolution, performance monitoring, and process improvement to consistently achieve targets and elevate service standards.

Overview

19
19
years of professional experience

Work History

Contact Center Supervisor/ MSR 3

SRP Federal Credit Union
04.2022 - Current
  • Directed daily operations to enhance team performance and ensure customer satisfaction.
  • Implemented process improvements to streamline workflows and reduce response times.
  • Trained and mentored staff, fostering a culture of continuous improvement and development.
  • Analyzed call metrics to identify trends and develop strategies for operational efficiency.
  • Resolved escalated customer issues, enhancing service delivery and maintaining positive client relationships.
  • Created a positive work environment, fostering strong teamwork and agent engagement.
  • Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
  • Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
  • Supports the Branch Manager with branch operations, compliance, and audit standards

Email Support Representative

Urban Outfitters, Inc.
11.2011 - Current
  • Maneuvered through various systems to provide customers with prompt, courteous and accurate information.
  • Composed grammatically correct, clear and concise email responses to reflect company tone and style.
  • Shared feedback with team and offered suggestions for customer experience improvements.
  • Tracked customer issues to report patterns and trends for metrics and report building.
  • Participated in internal training programs to expand knowledge and support multiple clients.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

Customer Service Associate

Sitel
08.2006 - 12.2010
  • Educated customers on special pricing opportunities and company offerings.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Explained benefits, features and recommendations to maximize client retention.

Education

Bachelor of Science - Biology

Augusta State University
Augusta, GA
05.2007

High School Diploma -

Hephzibah High School
Hephzibah, GA
05.2006

Skills

  • Help Desk Support
  • Resolving Problems and Incidents
  • Teamwork and Collaboration
  • Microsoft Windows and Office
  • Tracking and Documentation
  • Issue and Resolution Tracking
  • Time Management
  • Customer Communication and Empathy
  • Customer Needs Assessment
  • Strong leadership
  • Team collaboration
  • Relationship building
  • Team building

Education and Training

other,other

Timeline

Contact Center Supervisor/ MSR 3

SRP Federal Credit Union
04.2022 - Current

Email Support Representative

Urban Outfitters, Inc.
11.2011 - Current

Customer Service Associate

Sitel
08.2006 - 12.2010

High School Diploma -

Hephzibah High School

Bachelor of Science - Biology

Augusta State University

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Linda Anderson