Beverley Simons
Experienced Customer/ Technical Support Representative
Douglasville,GA
Summary
I am seeking a career opportunity that will allow my future employer to utilize my talents and diverse skill sets. I possess a strong comprehensive background in administration, computer technology, and customer support: Excellent problem-solving, customer service, and time management skills.
Overview
11
11
years of professional experience
Work History
Customer Care Representative
Asurion, Verizon
Nashville, TN
01.2013 - 01.2019
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Great troubleshooting skills
- Knowledge of Verizon products and hardware
- Excellent listening and analytical and interpersonal skills
- Self-motivated with great multitasking skills.
- Maintained high satisfaction scores by consistently resolving first-call issues.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Delivered customer support to high call load each shift.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Educated customers where applicable to alleviate need for future contact.
Customer Care Solutions Agent
West at Home
Charlotte, NC
04.2008 - 01.2012
- Inbound calls, solutions task force
- Assisted customers with orders and returns from different companies
- Assisted customers set up products with the aid of the users’ manual
- Provided excellent customer service.
Staffing and Administrative Support
Prestige Staffing
Charlotte, NC
10.2000 - 09.2008
- Assisted with ensuring the accurate and timely processing of new hires
- Independent planning, tasks in a fast-paced environment
- Provided support to both the Branch Manager and Recruiting Team in recruiting qualified candidates for various positions
- Screened, interviewed, and followed up with candidates
- Arranged interviews between candidate and client,
- Prepped and briefed candidates for interviews
- Placed ads for opened positions,
- Planned and coordinated events for all corporate meetings
- Trained (new hire orientation),
- Processed accounts receivables and accounts payables and invoicing.
- Composed correspondence, reports and meeting notes.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
Education
Associate of Arts -
Marlboro University
South Carolina05.1991
Skills
- BUSINESS SKILLS
- 10 yrs Customer Service
- 10 yrs Office Management
- Typing 40wpm, MS Office, Excel
- De-escalation Techniques
- Verbal and Written Communication
- Customer Data Confidentiality
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Upselling Products and Services
- Responding to Difficult Customers
- Upbeat and Positive Personality
References
REFERENCES: Upon Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Customer Care Representative
Asurion, Verizon
01.2013 - 01.2019
Customer Care Solutions Agent
West at Home
04.2008 - 01.2012
Staffing and Administrative Support
Prestige Staffing
10.2000 - 09.2008
Associate of Arts -
Marlboro University