Aurica Robinson Kingland
Windsor,CT
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
3
3
years of professional experience
Work History
Data Entry/Customer Service Representative/Technical Support Representative
Concentrix
Montego Bay , Jamaica
01.2021 - 12.2021
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Set up and activated customer accounts.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong relationships with customers by providing personalized assistance and support.
- Updated databases with new and modified customer data.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Troubleshot customer inquiries related to software and hardware issues.
Data Entry/Customer Service Representative/Booking Agent
Conduent
Montego Bay , Jamaica
12.2018 - 07.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered incoming calls from potential customers in a timely manner.
- Handled special requests from passengers such as additional baggage allowance or upgrades.
- Explained fare rules and regulations to customers while helping them select appropriate flights.
- Coordinated seating assignments based on availability and special requests from passengers.
- Processed airline reservations, cancellations, and changes for domestic and international flights.
- Managed customer complaints professionally with a focus on resolution and satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
Education
High School Diploma -
Godfrey Stewart High
06-2017
Skills
- Product Knowledge
- Data Entry
- Documentation
- Lead Generation
- Technical Support
- Quality Assurance Controls
- Critical Thinking
- Customer Relationship Management (CRM)
References
References available upon request.
Timeline
Data Entry/Customer Service Representative/Technical Support Representative
Concentrix
01.2021 - 12.2021
Data Entry/Customer Service Representative/Booking Agent
Conduent
12.2018 - 07.2020
High School Diploma -
Godfrey Stewart High
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