Anne Ononose
Houston,TX
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
Teleperformance
03.2023 - Current
- Handling customer technical support cases through phone and email submission
- Manage Help Desk tickets in a timely manner
- Respond to customer issues via phone, email and computer chat
- Provide customer assistance
- Document customer interactions
- Run diagnostics to resolve customer reported issues
- Escalate issues to the next Tier with next level of difficulty
- Install, make changes and repair computer hardware and software
- Follow-up with customers to ensure issues are resolved
Customer Service Representative
Macy's
09.2022 - 08.2023
- Built and maintained knowledge of evolving product and service offerings to promote additional sales to existing customers using sales force
- Conducted site visits to assess needs, demonstrate products and recommend strategic solutions for customer requirements
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Answered, screened and processed high volume of calls daily with call management system and web-based communications using solvvy.
Customer Service Representative/Cashier Team Lead
Whatabuger
02.2022 - 01.2023
- Delivered high level of customer service to customers using active listening and engagement skills
- Operated cash register or POS system to receive payment by cash, check and credit card
- Scanned merchandise using point-of-sale system for accurate purchase totals
- Trained new team members in cash register operation, stock procedures and customer services.
Contact Center Representative
WAZOBIA AFRICAN MARKETS INC
01.2020 - 11.2021
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Education
Associate of Science -
Houston Community College
Houston, TX06.2024
Skills
- Customer Service
- Contact/Call Center Experience
- Strong Verbal and Written Communication Skills
- Strong Computer and Phone Skills
- Ability to work with LiveChat and Telephone Interactions
- Excellent Active Listening Skills
- Ability to understand customer needs
- Demonstrates patience, empathy and compassion
- Excellent Critical Thinking and Problem Solving Skills
- Inbound and Outbound Calling
Ability to navigate through web based systems - CRM Software
- Customer Retention Strategies
- Data Entry and Maintenance
- Customer Data Confidentiality
- Order and Refund Processing
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Excellent Multitasking and Prioritization Skills
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Courteous with Strong Service Mindset
- Google Suite
- Stripe
- Zendesk
- Teamwork and Collaboration
- Multi-Line Phone Systems
- First-Tier Technical Support
- Team-Oriented and Cooperative
- Billing Adjustments and Refunds
- Remote Office Availability
Timeline
Technical Support Specialist
Teleperformance
03.2023 - Current
Customer Service Representative
Macy's
09.2022 - 08.2023
Customer Service Representative/Cashier Team Lead
Whatabuger
02.2022 - 01.2023
Contact Center Representative
WAZOBIA AFRICAN MARKETS INC
01.2020 - 11.2021
Associate of Science -
Houston Community College