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jakera bellinger

@jakerabellinger

Call center specialist at the United States Airforce who handled 80+ daily calls and maintained 90% first-call resolution.

United States

Message

At the United States Airforce, I handled an average of 80+ inbound calls a day about billing, product information, and technical support, maintaining a 90% first-call resolution rate. I kept average handle time under five minutes and helped reduce complaint escalations by 15%.

As a Senior Call Center Agent at USAF Corp., I mentored new hires and monitored call quality, first-call resolution, and customer satisfaction metrics. I also helped increase upsell conversions by 10% through a proactive outreach initiative.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

United States Airforce

Jun 2023 - Jun 2026 (3 years)

Handled an average of 80+ inbound calls daily, resolving billing, product, and technical issues while maintaining a 90% first call resolution rate. De-escalated challenging issues and collaborated with QA to improve team performance.

Inbound Call Handling First Call Resolution Average Handle Time Active Listening Empathy De escalation QA Collaboration Call Script Development Billing Support Technical Support

Senior Call Center Agent

USAF Corp.

Jun 2023 - Jun 2026 (3 years)

Mentored new hires on call handling and issue resolution, reducing onboarding time by 25%. Monitored KPIs and coordinated with cross-functional teams to expedite resolutions, while implementing a proactive outreach initiative that increased upsell conversions by 10%.