Bianca Bailey
Riverdale,GA
Summary
Dedicated professional with demonstrated strengths in customer service, time management and trend tracking. Good troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals with full knowledge of Service Cloud & CSS systems
Overview
10
10
years of professional experience
Work History
Consultant
Georgia Power
11.2024 - Current
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company.
Customer Service Representatives
CareSource
12.2020 - 04.2024
- Provided exceptional customer service by resolving inquiries and issues in a timely and professional manner
- Built trusting relationship with customers to better understand needs
- Handled customer inquiries, payments and service requests
- Managed customer calls efficiently in fast-paced call center environment
- Delivered fast and friendly service to handle questions and service complaints
- Documented, researched and resolved customer service issues
- Answered inbound calls to handle various concerns, set appointments and close sales
Technical Customer Service Representative
Kelly Services
06.2019 - 12.2020
- Provided technical support to customers via phone, email, or chat based on each customer's preference based on interactions
- Troubleshooting and resolve technical issues with product or services to ensure that customers are satisfied with every apple device
- Documented customer interactions and solutions in a CRM systems
- Proactively monitored customer accounts for potential issues and reached out to offer assistance as needed
- Resolved customer complaints via phone, email, or social media channels
- Utilized various tools and software applications to manage customer inquiries and track case progress effectively
- Actively participated in cross-functional projects aimed at improving overall customer experience
- Troubleshoot issues successfully, using standard protocols and personal expertise to locate root causes of product problems
Sales Customer Service Representative
Comcast
08.2015 - 06.2019
- Provided solutions that fits the needs and desires of each customers at all times
- Ensured that all customers have a positive interactions during the first call to ensure a first call resolution
- Resolved customers or clients complaints, orders, or other information regarding products or services in a professional timely manner
- Determined charges for services requested, collected deposits and payments, or arranged for billing
- Completed contract forms, prepared change of address records, or issued service discontinuance orders with computer and job-related software
- Updated records with details of customer interactions and transactions
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken
- Advocated for customers with factory representatives, escalating issues promptly and following through to achieve resolutions
Education
Associate -
Southern Crescent Technical College
Griffin, GA06.2024
High school or equivalent - undefined
Spalding High School
Griffin, GASkills
- Exceptional Communication Skills
- Active Listening
- Conflict Resolution
- Time Management
- Adaptability
- Positive Attitude
- Attention to detail
- Appointment Scheduling
- Paperwork Processing
- Data Entry
- Data Collection
- Complaint resolution
- Administrative Support
- Microsoft Office Suite
- Microsoft Excel
- Clerical Support
- Critical Thinking
- Live Chat Support
- Order Processing
- Written Communication
- Proofreading
- Payment Processing
- Computer Literacy
- Customer Satisfaction Measurement
- CRM Software Proficiency
Language
English
Native
Timeline
Consultant
Georgia Power
11.2024 - Current
Customer Service Representatives
CareSource
12.2020 - 04.2024
Technical Customer Service Representative
Kelly Services
06.2019 - 12.2020
Sales Customer Service Representative
Comcast
08.2015 - 06.2019
High school or equivalent - undefined
Spalding High School
Associate -
Southern Crescent Technical College