Ashya Bruce
Memphis,TN
Summary
Innovative and productivity-driven Customer Service Professional with a proven record of fostering strong client relationships, swiftly resolving complex issues, and consistently exceeding service benchmarks. Known for an analytical approach to customer insights, enabling proactive, data-driven strategies that enhance satisfaction and retention. Adept in using complex CRM systems and customer analytics tools to streamline support processes and elevate the customer experience. Strong collaborator with a commitment to continuous improvement and a passion for transforming client interactions into long-term loyalty and brand advocacy. Recognized for a resourceful mindset, precision in communication, and a dedication to service excellence that drives measurable business impact.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Teleperformance USA
11.2024 - Current
- Provided exemplary remote customer service to diverse clients, addressing inquiries and resolving concerns with a focus on first-contact resolution, leading to a 95% satisfaction rate.
- Maximized communication platforms like Zoom, Slack, and Microsoft Teams to interact with customers and collaborate with internal departments, ensuring timely and comprehensive support across various channels.
- Strategically diagnosed and resolved complex customer issues by analyzing account history, interpreting patterns, and providing customized solutions, which contributed to a 20% increase in retention.
- Analyzed key performance indicators (KPIs) and service level agreements (SLAs), consistently meeting or exceeding productivity targets, including average handle time (AHT) and response time metrics.
- Knowledgeable in using workflow and support software including Asana, Trello, and JIRA, refining task management and follow-up processes to enhance response times and service quality.
Customer Service Representative
Walmart
05.2023 - 10.2024
- Supplied expert-level remote customer support to a wide-ranging client base, expertly managing inquiries and resolving complex issues through dedicated first-point-of-contact resolutions, resulting in a 97% satisfaction score.
- Proficiently navigated CRM systems such as HubSpot, Zoho, and Salesforce to manage detailed customer profiles, track case progress, and ensure thorough follow-up, thereby increasing efficiency in handling support requests.
- Investigated and assessed customer concerns with precision, applying product knowledge and troubleshooting specialization to deliver tailored solutions that contributed to a 15% improvement in customer retention rates.
- Demonstrated capability in conflict resolution and escalation management, applying empathy and patience to de-escalate sensitive cases while upholding service integrity.
- Applied communication tools like Intercom, Google Workspace, and Teams to support seamless interactions with customers, fostering prompt responses and streamlined support across digital channels.
Customer Success Agent
American Eagle Outfitters, Inc
06.2022 - 04.2023
- Oversaw a portfolio of key accounts, establishing trust and rapport through consistent check-ins and proactive outreach, using Intercom and Freshdesk to track progress and ensure alignment with customer goals.
- Documented best practices and created resource guides for common inquiries and solutions, collaborating with the knowledge base team to streamline support operations and improve the customer experience.
- Skillfully operated CRM platforms, including Salesforce, HubSpot, and Gainsight, to manage customer accounts, track engagement milestones, and log comprehensive interactions, ensuring each client received personalized, as well as quick response action.
- Rendered tailored guidance and support to improve clients’ use of products, conducting remote training sessions via Zoom, Google Meet, and WebEx that fostered strong product understanding and adoption.
- Effectively communicated complex product knowledge and troubleshooting steps via digital channels, including chat platforms like Intercom and LiveChat, email, and video calls, resulting in a streamlined customer support flow that reduced average resolution time.
Education
No Degree -
Cordova High School
Cordova, TN05-2022
Skills
- Zendesk
- 60 WPM
- Team Lead
- HIPPA
- Clerical Support
- Medical Terminology
- Underwriter
- LoanPro
- Payroll
- Data Entry
- Citrix
- Microsoft Office
- IT Automation Tools
- Tech Support
- Helpdesk
- Quickbooks
- EHR
- Claims
- Netforum
- Fraud Detection
- Trello
- Asana
- Network Diagnostics Tools
- Vendor Relations
- Ticketing Systems
- Data Analysis
- Salesforce
- Genysis
Timeline
Customer Service Representative
Teleperformance USA
11.2024 - Current
Customer Service Representative
Walmart
05.2023 - 10.2024
Customer Success Agent
American Eagle Outfitters, Inc
06.2022 - 04.2023
No Degree -
Cordova High School
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