Kasifa Naphtali

In my role as a Customer Care Representative and Call Center Agent, I developed a deep understanding of effective communication, active listening, and problem-solving to enhance customer satisfaction and loyalty. I was responsible for handling inbound and outbound calls, addressing inquiries, and resolving issues related to products and services. Each day, I managed a high volume of customer interactions, consistently meeting or exceeding targets for efficiency and quality. Through my commitment to excellent service, I contributed to a significant increase in positive customer feedback and a reduction in unresolved complaints.

One of my primary responsibilities involved listening carefully to each customer’s unique needs to provide tailored solutions and accurate information. I learned to use active listening and empathy to make customers feel heard and understood, which led to faster issue resolution and increased satisfaction. Additionally, I became skilled in quickly assessing the nature of inquiries and adapting responses to a variety of customer personas, from frustrated callers to those needing in-depth technical assistance.

In this role, I regularly worked with Customer Relationship Management (CRM) software, which allowed me to log interactions, track customer issues, and follow up efficiently. This familiarity with CRM systems helped me manage and organize information effectively, ensuring that each customer interaction was recorded and resolved professionally. I consistently met KPIs, including first-call resolution rates, customer satisfaction scores, and average handling time, which reflected my efficiency and commitment to quality.

As a call center agent, I collaborated closely with team members and supervisors, often sharing insights on challenging cases and learning best practices. This collaborative approach helped me continuously improve my service delivery, adopt new strategies, and stay updated on policy changes. Additionally, I took the initiative to participate in ongoing training, particularly on conflict resolution, de-escalation techniques, and effective communication skills.

My experience also involved up-selling and cross-selling when appropriate, which allowed me to contribute to the company’s revenue goals while helping customers find additional solutions that matched their needs. I took pride in representing the brand professionally and maintaining a positive, solution-oriented attitude, even in high-pressure situations.

Overall, my experience as a customer care representative and call center agent has equipped me with strong communication, multitasking, and problem-solving skills that enable me to deliver excellent customer service while contributing to operational goals. My commitment to fostering a positive customer experience has been a key driver of my success in t

his role.