AUGUSTINE REEVES

Respond to customer queries in timely and accurate way, via phone, email or chat

• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Assist in training junior Customer Support Representatives
• Experience as Customer Support Specialist or similar CS role
• Experience using help desk software and remote support tools
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases.
• Managed payroll data entry and processing for 200 employees to comply with predetermined company guidelines.
• Tracked employee vacation, sick and personal time.
• Documented and processed all garnishments for bankruptcies, student loans, and child support orders.
• Created new hire and termination documents for payroll.
• Processed manual checks for employees in accordance with company policies.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
• Performed data entry tasks and maintained accurate records of employee payroll information.
• Maintained confidentiality of employee records and payroll information.
• Assisted with recruitment and onboarding of new employees.
• Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.
• Generated reports to track employee time and attendance.
• Provided customer service to employees regarding payroll inquiries and issues.
• Maintained strict confidentiality of all payroll information and records.
• Calculated wages, deductions and bonuses in accordance with company policies.
• Processed timecards and payroll data for team of employees.
• Prepared and submitted payroll taxes and reports to regulatory agencies.
• Responded to employee questions and requests for information in timely and knowledgeable fashion.
• Filed payroll taxes with appropriate government agencies by deadlines to minimize risk of penalties or fines.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Generated reports and communicated results to stakeholders to provide insights into customer success.
• Created and maintained comprehensive customer success documentation for internal and external use.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Collaborated with sales and product teams to address customer success objectives.
• Created and maintained comprehensive customer success documentation for internal and external use
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics
• Utilized customer feedback to inform changes and improvements to customer success plans
• Generated reports and communicated results to stakeholders to provide insights into customer success
• Collaborated with sales and product teams to address customer success objectives
• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
• Monitored metrics and developed actionable insights to improve efficiency and performance
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
• Created customer support strategies to increase customer retention

• Documented conversations with customers to track requests, problems, and solutions
• Met and exceeded productivity targets by providing top-notch customer service
• Upheld strict quality control policies and procedures during customer interactions
• Ensures that issues and recommendations regarding programs, tools, projects, products, process, metrics, standards, and customers are escalated in accordance with customer support policies and procedures
• Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
• Routed all classes of mail in sequence of delivery along established routes
• Furnished customers with postal information, change-of-address cards, and other postal forms
• USPS, COLLINGDALE, PA (RELOCATED TO DES MOINES, IA)
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Provided primary customer support to internal and external customers.
• Responded to customer requests for products, services, and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered constant flow of customer calls with minimal wait times.
• Updated account information to maintain customer records.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Tracked customer service cases and updated service software with customer information.

• Documented conversations with customers to track requests, problems, and solutions
• Met and exceeded productivity targets by providing top-notch customer service
• Upheld strict quality control policies and procedures during customer interactions
• Ensures that issues and recommendations regarding programs, tools, projects, products, process, metrics, standards, and customers are escalated in accordance with customer support policies and procedures
• Built client rapport while accurately processing repair documentation and troubleshooting technical discrepancies through completion
• Furnished customers with postal information, change-of-address cards, and other postal forms, PA
• Provided quality professional customer service to exceed customer expectations
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered customer telephone calls promptly to avoid on-hold wait times.

• Provided quality professional customer service to exceed customer expectations, Established and maintained good rapport with customers, vendors, and transport companies
• Applied schedule, organizational and routing knowledge to enhance delivery planning
• Labeled customer packages to prevent delays in loading and shipping of ordered goods
• Tracked inventory, conducted cycle counts and audits and resolved issues to maintain accurate records
• Planned stock quantities according to marketplace demands and sales forecasts
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Inspected incoming and outgoing shipments to verify accuracy and prevent errors
• Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked
• Checked packages and merchandise for damage and notified vendors
• Consistently lifted materials weighing as much as 50 pounds
• Assembled orders and packed items for shipment, conveying orders to shipping personnel
• Performed inventory control, such as counting, and stocking merchandise