Coriah Welch
Los Angeles,CA
Summary
Highly skilled and customer-focused professional with experience in remote customer service roles, seeking an opportunity to provide excellent support and enhance customer satisfaction in a remote working environment. Excellent communicator and detail-oriented professional that can mitigate customer conflicts through level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
8
8
years of professional experience
Work History
Customer Care Specialist
TTEC-Fraud Specialists
01.2023 - 10.2023
- Handled inbound customer calls in a virtual call center environment, assisting with product inquiries, placing orders, and resolving customer complaints.
- Utilized call scripts and product knowledge to provide accurate and consistent information to customers.
- Collaborated with team members and supervisors through virtual communication channels to ensure smooth workflow and resolve any questions or issues.
- Maintained high call quality standards, including call clarity, effective communication, and adherence to company policies and procedures.
- Achieved high customer satisfaction ratings through exceptional service delivery.
Customer Service Rep /Customer Retention Specialist
Sutherland Global Services
04.2018 - 10.2020
- Assisted customers remotely with technical issues, troubleshooting software and hardware problems through phone, email, and remote desktop tools.
- Provided step-by-step guidance to customers, ensuring clarity and understanding throughout the support process.
- Collaborated closely with internal teams, including developers and engineers, to resolve complex technical issues in a timely manner.
- Documented technical solutions and maintained a knowledge base for common problems and resolutions to facilitate faster customer support in the future.
- Received positive feedback from customers for excellent support and ability to explain technical concepts in a user-friendly manner.
Customer Service Representative/Rentention Specialist
VXI
04.2016 - 05.2017
- Conferred with customers by telephone or chat to provide information about products and services, cancelled accounts, and obtain details of complaints/issues.
- Checked to ensure that appropriate changes were made to resolv Conferred with customers by telephone customers' problems.
- Documented customer interactions and transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolved customers service or billing complaints by performing activities such as exchanging merchandise, refunding funds, or adjusting bills.
- Utilized CRM software and other customer service tools to record and track customer interactions, ensuring accurate and up-to-date information for future reference.
- Uphold Professional and courteous demeanor while solving customer problems
Education
Bachelor of Science - Psychology
California State University, Los Angeles
Los Angeles, CA06.2026
Associate of Arts - Psychology
Los Angeles Trade Tech College
02.2024
Skills
- Exceptional customer service and relationship-building skills
- Proficient in CRM software and remote support tools
- Ability to multitask and prioritize in a fast-paced remote environment
- Problem Solving & Multi-tasking skills
- Team Player
- Clear Phone Voice
- Types 40 WPM
- Service Orientated
- Active Listening
- Punctual & Reliable
- Quality Assurance
- [Product or Service] Support
Timeline
Customer Care Specialist
TTEC-Fraud Specialists
01.2023 - 10.2023
Customer Service Rep /Customer Retention Specialist
Sutherland Global Services
04.2018 - 10.2020
Customer Service Representative/Rentention Specialist
VXI
04.2016 - 05.2017
Bachelor of Science - Psychology
California State University, Los Angeles
Associate of Arts - Psychology
Los Angeles Trade Tech College
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