Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Christine Medeiros

Phoenix,AZ

Summary

Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

15
15
years of professional experience

Work History

Technical Lead

Brightspeed
Phx, AZ
10.2021 - 05.2024
  • Collaborated with other team members to troubleshoot complex issues and develop solutions.
  • Coordinated with vendors for resolution of any third-party product related issues.
  • Troubleshot and resolved problems with programs and systems.
  • Connected with clients to identify needs and provide helpful solutions.
  • Reviewed project requirements to identify customer expectations and resources needed to meet goals.
  • Resolved customer issues by establishing workarounds and solutions to debug and create defect fixes.
  • Identified opportunities for process improvements to decrease in support calls.

Customer Care Representative

CenturyLink
Phx, AZ
04.2016 - 10.2021
  • Answered customer inquiries over the phone and via email.
  • Provided accurate, valid, and complete information to customers.
  • Resolved customer complaints promptly and professionally.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Assisted customers in navigating through website features and functions to locate desired information or products.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Processed orders accurately and efficiently according to established procedures.
  • Participated in team meetings to discuss strategies for improving customer satisfaction levels.
  • Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
  • Provided training support for new hires related to customer service processes and procedures.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Maintained high satisfaction score by consistently resolving first-call issues.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.

Technical Support Representative

Comcast
Phx, AZ
08.2012 - 06.2015
  • Delivered technical support to customers through various communication channels including phone, email, and chat.
  • Provided prompt technical support to resolve software and hardware issues for customers.
  • Supported customers by helping them install new hardware and software applications.
  • Maintained detailed records of customer interactions and transactions.

Customer Service Representative

Convergys
Phx, AZ
01.2009 - 07.2012
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.

Education

High School Diploma -

Barry Goldwater High School
Phoenix, AZ
05-1991

Skills

  • Technology resource integration
  • Project Leadership
  • Functional requirements expertise
  • Performance Optimization
  • Agile Methodology

Affiliations

I am very comfortable working with multiple tabs as well as multiple programs, I am very aware of having call goals for example: adherence,handle time,call quality. I have worked several years with Sales Force,Ensamble,Einstein,Eshop.I have also worked the online chat,In one year I took over 10,000 calls. That was when I was still learning I have only improved since then.

Timeline

Technical Lead

Brightspeed
10.2021 - 05.2024

Customer Care Representative

CenturyLink
04.2016 - 10.2021

Technical Support Representative

Comcast
08.2012 - 06.2015

Customer Service Representative

Convergys
01.2009 - 07.2012

High School Diploma -

Barry Goldwater High School

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Christine Medeiros