Courtney Ballard
Customer Service
Russellville,AR
Summary
I am a highly enthusiastic customer service professional with 25 plus years client interface and customer service experience. Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training. Energetic and reliable Retail Sales Associate skilled in high-end merchandise environments. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Personable and responsible Cashier, Solid team player with upbeat, positive attitude. Results-driven person with proven ability to establish rapport with clients. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
18
18
years of professional experience
Work History
Saves
Asurion
Russellville, AR
10.2017 - Current
- Maintained updated knowledge through continuing education and advanced training.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked with cross-functional teams to achieve goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Worked with customer to explain benefits of AT&T, Asurion Home+, & VHDP home device plans
- De-escalated customers to prevent cancellation of home device plans.
- Work has a PA to assist with onboarding of new team members.
- Ran team huddles to assist coach when absent.
Technician
Asurion
Russellville, AR
09.2017 - 10.2017
- Reviewed technical manuals and other documents related to product operation and maintenance requirements.
- Performed troubleshooting and repair of equipment in accordance with manufacturer specifications.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Troubleshot malfunctions and diagnosed issues to service equipment quickly and fully.
- Filled out work orders, repair logs and maintenance plans to document work completed.
- Completed scheduled appointments on time to drive quality service.
Service Center Find
Asurion
Russellville, AR
06.2016 - 09.2017
- Assisted service centers with ordering parts, setting up appointments, and communicating with customers to better serve and complete repair jobs.
- Assisted customers with communication with service centers and setting up appointments for repair completion.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Identified needs of customers promptly and efficiently.
- Utilized various software and tools to streamline processes and optimize performance.
- Worked with cross-functional teams to achieve goals.
- Managed inventory and supplies to ensure materials were available when needed.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked effectively in team environments to make the workplace more productive.
Case Manager
Asurion
Russellville, AR
10.2015 - 06.2016
- Advised staff members on effective strategies for working with challenging client behaviors.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Monitored client progress through regular follow-up contacts.
- Compiled reports on cases and submitted them to supervisors as required.
- Maintained up-to-date case records with case activity status.
- Assisted individuals with eligibility for available benefits.
- Maintained confidentiality and adhered to professional ethics and standards.
- Assisted clients in setting realistic goals and developing action plans.
- Assisted service centers with ordering parts, setting up appointments, and communicating with customers to better serve and complete repair jobs.
- Assisted customers with communication with service centers and setting up appointments for repair completion.
Claims
Asurion
Russellville, AR
10.2010 - 10.2015
- Assisted with filing insurance claims when necessary.
- Documented all claims activities clearly and concisely in the claims management system.
- Researched rejections, investigating problems to appeal claims.
- Processed insurance claims electronically using approved software applications.
- Led initiatives to enhance customer service, including the implementation of a claims hotline and online claims tracking.
- Processed payments for approved claims promptly and accurately.
Shipping Issues Specialist
PerfectVision
Little Rock, AR
02.2007 - 07.2015
- I maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- I assisted dealers and customers with issues regarding orders and shipments
- I ran weekly and monthly statement invoices
- I generated weekly reports for RA's completed and freight claims
- I processed debits and credits for dealers and customers
- I ran a weekly collections and bankruptcy report for dealers and issued bad debts to offset accounts
- I attended weekly company training to cross train in all departments
- Worked under strict deadlines and responded to service requests and emergency call-outs
- Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders
- Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax
- Resolved product/policy issues and shared benefits of new technology
- Prevented store losses using awareness, attention to detail and integrity
- Created new processes and systems for increasing customer service satisfaction
- Developed highly empathetic client relationships and earned reputation for exceeding sales goals
- Achieved high sales percentage with consultative, value-focused customer service approach
- Assisted customers with store and product complaints
- Guaranteed positive customer experiences and resolved all customer complaints
- Responsible for ringing up customers in a timely manner and guaranteeing high level of customer service
- Generated leads for new sales through telephone and email contact with customers
- Processed merchandise returns and exchanges
- Processed merchandise returns and exchanges.
Education
High School Diploma - General Education
Conway High School
Conway, AR01.1998
Skills
- Strong organizational skills
- Active listening skills
- Seasoned in conflict resolution
- Sharp problem solver
- Courteous demeanor
- Energetic work attitude
- Large cash/check deposits expert
- Store maintenance ability
- Inventory control
- Top sales performer
- Telephone inquiries specialist
- Customer service expert
- Invoice processing
- Telecommunication skills
- Adaptive team player
- Visual merchandising proficiency
- Opening/closing procedures
- Creative problem solving and Critical thinking
- Data collection
- Data entry
- Document handling
- Microsoft Office Suite
- Excel
- Word
- Publisher
- Lotus
- PowerPoint
- Executive management support
- Filing
- Internet research
- Multi-Task Management Organizational Skills
- Prioritization
- Reading Comprehension
- Research
- Scheduling
- Spreadsheets
- Telephone Skills
- Time Management
- Type 80 plus WPM
- 10-Key
- Account Management
- Calendaring
- Computer proficiency Coordination
- Typing
- Vendor Management
- Calm Under Pressure
- Attention to Detail
- Flexible and Adaptable
- Project Planning
- Active Listening
- Recordkeeping
- Customer Relations
- Microsoft Office
- Supervision and leadership
- First Aid/CPR
- Collaboration
- Task Prioritization
- Interpersonal Communication
- Problem-Solving
- Leadership
- Conflict Resolution
- Analytical and Critical Thinking
- Team Management
Accomplishments
- Customer Assistance
- Quality Communication
- Customer Service
- Sales
- Product Sales
- Customer Interface
Career Overview
I am a highly enthusiastic customer service professional with 15 plus years client interface and customer service experience. Enthusiastic customer service/telesales representative with in-depth knowledge of sales, account management and training. Energetic and reliable Retail Sales Associate skilled in high-end merchandise environments. Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Personable and responsible Cashier, Solid team player with upbeat, positive attitude. Results-driven person with proven ability to establish rapport with clients. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
Timeline
Saves
Asurion
10.2017 - Current
Technician
Asurion
09.2017 - 10.2017
Service Center Find
Asurion
06.2016 - 09.2017
Case Manager
Asurion
10.2015 - 06.2016
Claims
Asurion
10.2010 - 10.2015
Shipping Issues Specialist
PerfectVision
02.2007 - 07.2015
High School Diploma - General Education
Conway High School
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