Aubrey Adams
Queens Village,NY
Summary
Friendly Call Agent here! I am able to handle fast-paced call center settings. I'm very organized offering my 3 year career in customer service. Very committed to quickly and thoroughly answering customer questions and inquires.
Overview
4
4
years of professional experience
Work History
Customer Support Agent
Global Contact Services
09.2023 - Current
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Technical Support Agent
Cox Communications
01.2022 - 08.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded promptly to incoming sales leads and requests for technical support.
Call Center Agent
Conduent Call Center
03.2021 - 11.2021
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Cashier
Walmart
06.2020 - 12.2020
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
Associate of Applied Science - Surgical Technology
Plaza College
Forest Hills, NY05.2025
High School Diploma -
Tupelo High School
Tupelo, MS05.2023
Skills
- Data Entry
- Product Knowledge
- Complaint Resolution
- Scheduling
- Call Management
- Appointment Scheduling
- Computer Proficiency
- Technical Support
- Conflict Resolution
- Active Listening
- Customer Service
- Money Handling Abilities
Timeline
Customer Support Agent
Global Contact Services
09.2023 - Current
Technical Support Agent
Cox Communications
01.2022 - 08.2023
Call Center Agent
Conduent Call Center
03.2021 - 11.2021
Cashier
Walmart
06.2020 - 12.2020
Associate of Applied Science - Surgical Technology
Plaza College
High School Diploma -
Tupelo High School
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