Alunneya Horton

• Delivered exceptional customer support by handling inbound inquiries via phone, email, and chat with professionalism and efficiency.
• Assisted clients with account management, billing questions, and service troubleshooting, ensuring accurate and timely resolution.
• Resolved customer complaints and escalations by employing effective problem-solving and conflict resolution strategies.
• Maintained detailed records of customer interactions and account activities to support quality assurance and follow-ups.
• Provided guidance on product usage and services, enhancing customer satisfaction and loyalty.
• Collaborated with team members and other departments to address complex customer issues and streamline solutions.
• Assisted with troubleshooting technical issues and offered step-by-step solutions to minimize service disruptions.

• Deliver exceptional support to clients, consistently exceeding expectations and elevating their overall service experience.
• Escalate customer support needs when necessary, clearly communicating urgency, relevant details, and ensuring proper handoff and acceptance of the issue.
• Configure, prepare, and deploy desktops, laptops, and other hardware for customer use.
• Maintain accurate, up-to-date customer documentation and records.
• Fulfill assigned operational tasks and project deliverables, coordinating with the broader customer support team as needed and as directed by the Customer Team Lead.
• Perform routine maintenance activities on behalf of the customer support team to ensure system reliability and performance.
• Monitor and respond to alerts assigned to the customer team in partnership with the live helpdesk.
• Collaborate effectively with knowledgeable, dedicated team members to meet and exceed client needs.
• Demonstrate strong organizational skills, effectively prioritizing, planning, and completing work and commitments in a timely manner.

Resolved customer concerns with empathy and professionalism, maintaining a positive demeanor in high-stress situations

Guided customers through step-by-step solutions for basic technical issues and account navigation.

Processed billing inquiries, orders, returns, and service requests accurately.

Handled 60+ daily inbound calls, chat and emails, providing product support, account assistance, and troubleshooting.

Improved first-call resolution by X% through focused listening and problem-solving strategies.