Amanda Berry
Sparta,GA
Summary
Accomplished Customer Chat Expert with a proven track record at Cox Cable, enhancing customer satisfaction by 33% through exceptional service and problem-solving skills. Expert in Zendesk & Salesforce, with a flair for effective communication and teamwork. Specializes in developing strategies that significantly improve service quality and customer retention.
Overview
7
7
years of professional experience
Work History
Customer Chat Expert
Cox Cable
12.2022 - Current
- Provided real-time support to customers via chat, and telephone as needed, addressing inquiries and resolving issues promptly, resulting in a 33% increase in customer satisfaction ratings
- Collaborated with cross-functional teams to escalate complex issues and ensure timely resolution, enhancing overall service quality.
- Maintain accurate records of customer interactions and feedback in the CRM system to track performance and identify areas for improvement.
- Develop and update chat scripts and knowledge base articles to streamline customer interactions and reduce response times.
- Training new team members on chat protocols and best practices to ensure consistent and high-quality service.
Customer Resolution Specialist
Concentrix
07.2020 - 10.2022
- Provide exceptional customer service to members daily via chat and email, addressing inquiries and resolving issues related to billing, customer accounts and services, and issue resolution.
- Collaborate with team members to develop and implement strategies that improve member retention by 47%.
- Maintain up-to-date knowledge of company policies, procedures, and regulations to ensure compliance and provide accurate information.
- Documented customer interactions and feedback to assist in the improvement of service offerings.
- Managed and resolved over 60 customer inquiries daily, ensuring timely follow-ups and accurate issue tracking, leading to a 30% increase in customer satisfaction ratings.
Customer Service Chat Representative
Foundever
07.2017 - 05.2020
- Respond to customer inquiries and support requests via live chat, ensuring timely and accurate resolutions.
- Utilize CRM software and chat tools to track customer interactions and maintain detailed records of issues and resolutions.
- Provide product information and assist with technical issues to enhance the customer experience.
- Collaborate with team members and other departments to escalate complex issues and ensure prompt follow-up
- Monitor chat performance metrics, striving to maintain a high customer
Education
Hancock Central High School
Sparta, Ga05.2017
Skills
- Time Management
- Effective Communication
- Problem-Solving & Analytical
Thinking - Customer Service
- Zendesk & Salesforce Proficient
- Written & Verbal Skills
- Typing Speed [50 WPM]
- Workflow Management
- Data Review & Verification
- Multitasking & Prioritization
- Documentation & Reporting
- Computer Literacy
- Mentoring & Teamwork
- Account Management
- Technical Support
- Payment Processing
- Data Entry & Record Keeping
- Detail-Oriented
- Inbound & Outbound Call Handling
- Administrative Support
- Microsoft Suite Proficient
- Chat & Email Etiquette
Timeline
Customer Chat Expert
Cox Cable
12.2022 - Current
Customer Resolution Specialist
Concentrix
07.2020 - 10.2022
Customer Service Chat Representative
Foundever
07.2017 - 05.2020
Hancock Central High School