Angela Reed
Metairie,LA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
Randstad
09.2021 - 02.2023
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware, devices, and software to set up work stations for employees.
- Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Implemented feedback from customers to improve overall quality of support services provided by the team.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Responded promptly to incoming sales leads and requests for technical support.
- Monitored systems in operation and quickly troubleshot errors.
- Managed high levels of call flow and responded to customers technical support needs.
- Researched and identified solutions to technical problems.
- Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Call Center Technician
Barrister Global Services Network
07.2019 - 03.2020
- Responded to customer calls and emails to answer questions about products and services.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Boosted customer service satisfaction ratings through consistent quality control.
- Met customer call guidelines for service levels, handle time and productivity.
- Attended telephone skills and program information training sessions to boost aptitude.
- Educated customers on company systems, form completion, and access to services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled high-pressure situations with ease, remaining calm while guiding customers through complex troubleshooting processes.
Customer Service Representative
Progressive
01.2016 - 05.2018
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
Hammond High Magnet School
Hammond, LA05.2010
Skills
- User credential management
- Product Troubleshooting
- Systems Analysis
- Software Installation
- Customer service expert
- Microsoft Outlook
- Attention to Detail
- Remote Support
- Typing 35 wpm
Timeline
Technical Support Representative
Randstad
09.2021 - 02.2023
Call Center Technician
Barrister Global Services Network
07.2019 - 03.2020
Customer Service Representative
Progressive
01.2016 - 05.2018
High School Diploma -
Hammond High Magnet School