Summary
Overview
Work History
Education
Skills
Accomplishments
Skills
Timeline
Generic

Alexander Burgess

Sumter,SC

Summary

Enthusiastic and Knowledgeable Customer Service Representative with proven track record of exceeding client expectations. Looking to implement exceptional communication, sales, technical support and organizational skills as a Support Space Care Representative.

Overview

12
12
years of professional experience

Work History

Chat Support Representative

Burgess Electronics LLC
06.2014 - Current
  • Provided accurate and appropriate information in response to customer inquiries.
  • Addressed customer service inquiries in a timely and accurate fashion. Properly directed inbound chats queues to improve call flow.
  • Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
  • Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
  • Boosted customer retention, maintaining a professional and empathetic tone throughout all interactions.
  • Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.

Customer Chat Advocate

Foundever
11.2023 - 02.2024
  • Achieved proper compliance and accurate executive level reporting.
  • Maintain confidentiality.
  • Delivered high-quality representation to clients in court, resulting in favorable judgments and settlements.
  • Enhanced office efficiency through effective use of technology tools for case management, legal research, and document drafting.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Supported individuals with legal, physical, or mental health concerns in dealing with routine needs and complex problems.
  • Answered telephone and coordinated meetings and conferences.
  • Handled government and regulatory communications.
  • Updated and maintained several databases
  • Conflict Resolution
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.

Customer Chat Representative

IT Support Space
01.2012 - 06.2017
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Provided accurate and appropriate information in response to customer inquiries.
  • Demonstrated mastery of customer service call script within specified time frames.
  • Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Championed process improvement initiatives within the team, leading to increased efficiency and productivity levels for all agents involved.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Contributed positively to the team dynamic by offering assistance to colleagues when needed and celebrating their successes.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.

Education

Certificate - Computer Technology

Central Carolina Technical College
Sumter, SC
01.2012

High School Diploma -

Sumter High School
Sumter, SC
05.2008

Skills

  • Live Chat Software: Live Person
  • Type 60 WPM
  • Customer Focused Empathy
  • Professional and friendly
  • Careful and active listener
  • Multi-tasking
  • Active listening skills
  • Courteous
  • Accomplished with mobile devices
  • Troubleshooting proficiency
  • Computer Proficiency
  • Creative Problem Solving
  • Customer Needs Assessment
  • Excellent Grammar
  • Internet Research
  • Phone and Chat Skills
  • Time Management
  • Customer service expert
  • Telecommunication skills
  • Exceptional telephone etiquette
  • MS Office proficiency

Accomplishments

    Customer Assistance

  • Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

    • Customer Service

  • Researched, calmed and rapidly resolved client conflicts to prevent loss of businessSales
  • Consistently generated additional revenue through skilled sales techniques.
  • Managed chat flow with up to 3 consecutive chats in queue.

Skills

  • Live Chat Software: Live Person
  • Type 60 WPM
  • Customer Focused Empathy
  • Professional and friendly
  • Careful and active listener
  • Multi-tasking
  • Computer Proficiency
  • Creative Problem Solving
  • Customer Needs Assessment
  • Excellent Grammar
  • Internet Research
  • Phone and Chat Skills
  • Time Management

Timeline

Customer Chat Advocate

Foundever
11.2023 - 02.2024

Chat Support Representative

Burgess Electronics LLC
06.2014 - Current

Customer Chat Representative

IT Support Space
01.2012 - 06.2017

Certificate - Computer Technology

Central Carolina Technical College

High School Diploma -

Sumter High School

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Alexander Burgess