• Handle 60+ inbound calls per shift for billing, technical support, and account management inquiries; maintain 97% first-call resolution rate.
• Achieve #1 ranking in regional quality assurance audits for 3 consecutive quarters, scoring 98% on de-escalation and resolution accuracy.
• Process account changes, plan upgrades, and refund requests in real-time via CRM system; handle $500K+ in monthly transaction volume with zero discrepancies.
• Identified billing error pattern affecting 200+ accounts; escalated to supervisor for system correction, resulting in $18K credited to affected customers.
• Mentored 4 new-hire reps on CRM tools, AT&T products, and customer empathy techniques during onboarding.

• Processed an average of 120 customer transactions per shift; maintained 99.4% accuracy rate on cash handling and register reconciliation.
• Resolved customer complaints on the spot; achieved a 4.6/5 customer satisfaction score across 600+ post-visit surveys.
• Processed returns, refunds, and loyalty account updates in POS system for 300+ daily customers.
• Collaborated with department managers to resolve inventory discrepancies and improve shelf restocking efficiency.

• Greeted 150+ daily guests; managed seating assignments to optimize table turnover and reduce wait times by 20%.
• Handled guest complaints regarding wait times, food quality, and service delays; achieved 4.8/5 review rating on customer feedback cards.

Pershing High School, Detroit, MI