Alex Kanden
Jamaica,New York
Summary
Detail-oriented Customer Support Agent offering 5 years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns with forward-thinking and knowledgeable solutions. Skilled in mentoring new employees on processes and policies in support of team and business objectives.
Overview
5
5
years of professional experience
Work History
Customer Care Agent
Henry Meds
Remote, NY
04.2024 - Current
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered customer support to high call load each shift.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Researched resolutions, contacted necessary departments and responded to customer by phone or email as follow-up.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
Customer Support Agent
Imprint Payments
Remote, NY
11.2022 - 03.2024
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Engaged in active listening with callers to confirm or clarify information and diffuse anger.
- Documented, tracked and monitored customer issues in CRM to foster resolution.
- Answered support calls to learn about and address customer needs, complaints or other issues with products or services.
- Escalated calls to solve problems and drive customer satisfaction.
- Documented customer correspondence in CRM to track requests, problems and solutions.
Customer Support Associate
US Petroleum INC
Remote, NY
05.2019 - 01.2022
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Helped customers track and ship packages, responding to average of 25 calls per day.
Education
High School Diploma -
Penn Foster
Remote05-2021
Skills
- Database Research
- Payment Processing
- Appointment Scheduling
- Email correspondence
- Data Entry
- Customer Service
- Inbound Customer Service
- Documentation And Reporting
- Call Documentation
- Billing Adjustments and Refunds
- Verbal and Written Communication
- Microsoft Office expertise
- CRM Software
- MS Office
- Microsoft Office
- Order and Refund Processing
- Product and service knowledge
- Shipping and receiving understanding
Timeline
Customer Care Agent
Henry Meds
04.2024 - Current
Customer Support Agent
Imprint Payments
11.2022 - 03.2024
Customer Support Associate
US Petroleum INC
05.2019 - 01.2022
High School Diploma -
Penn Foster