April Heptinstall
Knoxville,TN
Summary
Adept Customer Support Specialist with a proven track record at US Cellular Center, enhancing customer satisfaction through expert conflict resolution and empathetic service. Skilled in leveraging product knowledge and active listening to resolve complex issues, fostering team collaboration, and driving high standards of service excellence. Achieved significant improvements in customer experience.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
US Cellular Center
Knoxville, TN
10.2013 - Current
- Maximized customer satisfaction by handling customer email and telephone interactions.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Participated in team meetings to discuss strategies for improving customer experience.
- Responded quickly to customer inquiries, needs and problems.
- Maintained positive working relationship with fellow staff and management.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Assisted customers with product installation, troubleshooting, and usage questions.
- Consulted with customers regarding needs and addressed concerns.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Recorded all customer interactions into the database system accurately and completely.
- Audited customer account information to identify issues and develop solutions.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals.
Education
High School Diploma -
Buffalo High School
Buffalo, WV06-1990
Skills
- Customer service excellence
- Effective Conflict Resolution
- Product knowledge
- Empathy and patience
- Conflict Resolution Skills
- Informed Decision-Making
- Team collaboration
- Call center experience
- Active listening
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offStock Options / Equity / Profit Sharing401k matchPaid sick leaveTimeline
Customer Support Specialist
US Cellular Center
10.2013 - Current
High School Diploma -
Buffalo High School