Abigail Ndom
Irving,Tx
Summary
Detail-oriented, organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Technical Support Representative
Kelly Services, Apple
06.2024 - Current
- Provided tier 1 technical support over the phone for iOS, iPad, Apple Watch and accessories
- Manage high levels of call flow and respond to technical support needs.
- Helped streamline repair processes and update procedures to support action consistency.
- Generate reports to track performance and analyze trends.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over the phone
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Services Monitoring Representative
ADT Security Services
02.2023 - 08.2024
- Monitoring residential and commercial alarms and dispatching authorities when necessary
- Self-motivated, with a strong sense of personal responsibility
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Proven ability to learn quickly and adapt to new situations
- Provided basic troubleshooting of security devices over the phone and scheduled service appointments as needed.
- Built strong relationships with customers and colleagues by providing friendly and personable service.
- Met customer call guidelines for service levels, and handled time, and productivity.
Customer Service Representative and Office Manager
T&K Hospitality
03.2019 - 02.2023
- Communicate effectively by calling customers to review products, create service orders, and schedule appointments
- Took payment information and other pertinent information such as addresses and phone numbers to place orders
- Interacted with peers in other departments, which promoted continuous share of information required for job tasks
- Handled and promptly resolved customer complaints to maintain professional relationships
- Managed sales and optimize each step of the sales process.
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
- Responded to customer requests for products, services, and company information.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Technical Support Fundamental -
Coursera
Introduction To Excel - undefined
Coursera
Bachelor of Science - Business Administration
University of Jos
NigeriaSkills
- Interpersonal Communication
- Microsoft Word
- Empathetic
- Dependable and Responsible
- Decision-Making Abilities
- Confidentiality Maintenance
- Quality Control Measures
- Critical Thinking
- Database Management
- Data Entry
- Zendesk & Sales Force
- Conflict Management
- Microsoft Excel
- Spreadsheet Management
- Technical Support
Timeline
Technical Support Representative
Kelly Services, Apple
06.2024 - Current
Customer Services Monitoring Representative
ADT Security Services
02.2023 - 08.2024
Customer Service Representative and Office Manager
T&K Hospitality
03.2019 - 02.2023
Introduction To Excel - undefined
Coursera
Technical Support Fundamental -
Coursera
Bachelor of Science - Business Administration
University of Jos
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