Constance Hardy
Mesquite,TX
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
TSC
Plano , TX
02.2022 - 06.2024
- Ensured high levels of customer satisfaction by utilizing the ServiceNow platform to provide comprehensive supports via telephone and email channels.
- Ensure timely response to incoming emails, adhering to a KPI timeframes
- Assisted clients with account inquiries, transactions, forms, and general information.
- Answered customer questions regarding product features and benefits of annuities.
- Processed account changes such as address updates, beneficiary changes, and contract transfers.
- Maintained knowledge of current products and services offered by the company.
- Performed administrative duties including filing documents and preparing correspondence.
- Analyzed data from various systems in order to provide accurate responses when addressing customer needs.
Customer Service Representative
ETCC
Richardson, TX
04.2018 - 05.2021
- Efficiently managed toll payment processing and provided accurate receipts to motorists.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Provided top quality control and eliminated downtime to maximize revenue.
Customer Service Representative
State Farm
RICHARDSON, TX
03.2017 - 03.2018
- Assisted customers with their concerns related to insurance policies, addressing inquiries and complaints effectively.
- Verified accuracy of customer data entered into the system.
- Researched relevant policy information to answer customer questions.
- Advised customers on available coverage options that best fit their individual needs.
- Asked probing questions and offered solutions to resolve customer issues.
- Applied basic insurance underwriting knowledge to evaluate and analyze information.
- Implemented strategies to cross-sell and upsell insurance products, enhancing customer value.
Technical Support Representative
ADT Security Systems
Irving, TX
06.2015 - 08.2016
- Delivered technical assistance to customers via phone calls, emails, and chat conversations.
- Troubleshot customer inquiries related to software and hardware issues.
- Diagnosed system errors and implemented solutions to resolve them.
- Assisted customers with installation of new hardware and software applications.
- Documented all activities related to technical support including processes, updates, changes made.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Stayed abreast of latest software developments to enhance job knowledge.
Education
High School Diploma -
Arkansas High School
Texarkana, AR05-2007
Skills
- Customer Support Expertise
- Exceptional Customer Service
- Customer Relationship Management (CRM)
- Payment Processing
- Sales Support
- Quality Assurance
- Help Desk Support
- Device Installation
- Problem-Solving
- ServiceNow
- MicroSoft Excel
- MicroSoft Word
- Microsoft Azure
Certification
- Series 6
Timeline
Customer Support Specialist
TSC
02.2022 - 06.2024
Customer Service Representative
ETCC
04.2018 - 05.2021
Customer Service Representative
State Farm
03.2017 - 03.2018
Technical Support Representative
ADT Security Systems
06.2015 - 08.2016
- Series 6
High School Diploma -
Arkansas High School
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