Summary
Overview
Work History
Education
Skills
spending time with my grandchildren and great grandchildren
Timeline
Generic

Charlotte Kimbrough

Customer Care Specialist
Haleyville,AL

Summary

Dedicated PRA with more then 10 years of experience assisting customers of various backgrounds with regular and advanced issues to improve support and enhance customer loyalty. Logical professional practiced in using analytical problem-solving and critical-thinking skills.

Overview

10
10
years of professional experience

Work History

Customer Support Specialist

Sitel
Hamilton, AL
09.2015 - 04.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Recommended products to customers, thoroughly explaining details.
  • Troubleshot problems with software, hardware and networking for users.
  • Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Customer Service Representative

Sitel
Hamilton, AL
04.2011 - 03.2015
  • 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.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Responded to customer concerns and questions on daily basis.
  • Handled account payments and provided information regarding outstanding balances.
  • Processed payment via telephone and in person with focus on accuracy and efficiency.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.

Tech Support

Clientlogic (sitel)
Winfield, AL
02.2003 - 07.2009
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Linked computers to network and peripheral equipment.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Worked flexible hours; night, weekend, and holiday shifts.

Education

GED -

Shoals Community College
Phill Campbell, AL
05.2001

Skills

  • Customer Retention Strategies
  • Issue and Complaint Resolution
  • Understanding Customer Needs
  • Call Documentation
  • Troubleshooting Network Issues
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Resolving Problems and Incidents
  • Efficient and Detail-Oriented
  • Basic IT Support
  • Customer Service Excellence
  • Help Desk Support
  • Answering Customer Questions

spending time with my grandchildren and great grandchildren

They bring me so much Joy they keep me feeling youn,no matter what my age is I am always amazed how they learn things ,I see the world through thier eyes . we go park or play basketball or just hangout eat pop corn and a movie .

Timeline

Customer Support Specialist

Sitel
09.2015 - 04.2021

Customer Service Representative

Sitel
04.2011 - 03.2015

Tech Support

Clientlogic (sitel)
02.2003 - 07.2009

GED -

Shoals Community College

Similar Profiles

CREATE PROFILE
Charlotte KimbroughCustomer Care Specialist