Courtney Blige
Sugar Hill
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
11
11
years of professional experience
Work History
Lead Product Support Representative
UKG
Alpharetta
12.2024 - Current
- The role will require the Product Support Representative to assist customers with the use and usability of our UKG Ready application
- Diagnose, troubleshoot and resolve issues while providing exceptional service
- Provide help desk support of assigned cases including outbound call backs, e-mails, chat and internal support tickets
- Develop and maintain an intermediate level of knowledge of UKG Ready products
- Document all interactions with accounts and create trail for others to follow
- Use product knowledge and experience to resolve difficult tickets submitted by end-users while making use of problem-solving abilities
- Timely, accurate, and complete responses to inquiries
- Ability to successfully work both independently and as a part of a team
Participants Relationship Manager
Morgan Stanley
Alpharetta
01.2024 - 07.2024
- Supporting the FA/PWA/team in cultivating and enhancing new and existing client relationships
- Executing money movement transactions at the request of the client and/or FA/PWA/team
- Answering general non-investment related questions concerning client accounts, including relaying stock positions, and providing account balances (e.g., funds due and margin debit)
- Enter profile information or pre-fill account documentation on client accounts and/or documents in a clerical capacity at the direction of the client and/or FA/PWA/team
- Educating or enrolling clients in digital tools (e.g
- MSOnline, eSign, eAuthorization)
- Onboard and maintain client accounts, including collecting client information and required documentation in a clerical capacity at the direction of the client and/or FA/PWA/team
- Provide existing clients with details around their account information (e.g., investment objectives, risk tolerance)
- Accept or enter unsolicited orders and/or enter solicited orders in a clerical capacity at the direction of the FA/PWA/team
- Supporting the FAs / PWAs / teams' marketing strategy (e.g., website maintenance)
- Assist FAs / PWAs/ teams in delivering against their business plan and client service model
- Remaining current on all policies, procedures, and new platforms
- Participating in firm initiatives (e.g., training or education programs), special projects and/or other duties directed by local management
- Answering inbound phone calls or making outbound calls with updates on service requests (e.g., scheduling follow-up calls with FAs / PWAs / teams as needed)
Customer Service Analyst
Avanos Medical
Alpharetta
04.2023 - 01.2024
- Responsible for collecting, analyzing, and interpreting customer data related to Avanos Medical products, identifying trends and insights to inform sales strategies, improve customer satisfaction, and optimize business operations within the healthcare market, often focusing on specific customer segments or product lines within the company's portfolio of medical devices like pain management and chronic care solutions
- Developed a customer service training program that improved customer service representatives' ability to handle customer inquiries
- Developed customer service scripts to ensure consistent customer service across all customer service channels
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
Senior Customer Care Specialist
PGA Tour Superstore
Roswell
02.2021 - 04.2023
- Receive inbound phone calls in a professional and courteous manner; handles or escalates appropriately
- Respond to emails or place outbound calls as needed to assist with customer issues
- Researching customer questions via multiple systems
- Guide callers through troubleshooting, navigating the company eCommerce site or answering golf related inquiries
- Collaborates with other Customer Service Specialists and communicates with other business partners
- Identifies more effective and efficient processes and procedures
- Special order liaison between vendor and customer
Customer Service Project Manager
Delta Airlines
Atlanta
11.2017 - 03.2020
- Work with a team of airport operations professionals on multiple projects to:
- Measure and analyze current performance
- Implement project management skills and practices
- Work across business units with various stakeholders in a professional setting
- Provide process engineering and/or internal consulting services
- Participate in data collection efforts for projects that impact cross-functional departments
- Identify and implement improvements to existing processes to increase efficiency, productivity, and performance
- Recommend ideas for new ways to provide optimal customer service and evaluate impact of proposed operational changes
Human Resources Assistant
Home Depot
Atlanta
06.2017 - 09.2017
- Developed and maintained relationships with community resources to ensure clients had access to necessary resources
- Developed and implemented a human resources strategy that attracted top talent and improved employee engagement
- Collaborated with school staff to develop and implement extracurricular activities and resources to support student learning
- Posting job openings on various platforms and conducting initial screening of candidates
- Coordinating interviews, conducting reference checks, and making hiring decisions
- Enrolling employees in health insurance, retirement plans, and other benefits programs
- Answering employee questions regarding benefits and eligibility
Box Office Supervisor
Universoul Circus
Atlanta
08.2014 - 03.2017
- Collaborated with company departments to guarantee cohesive branding and strategic product placement.
- Established relationships with local businesses to promote events through cross-promotion campaigns.
- Directed and supervised staff performance.
- Entered customer information into POS system and promoted accuracy by repeating information obtained to customer.
- Counted cash at shift end and tallied to reconcile with tickets sold.
- Devised, implemented and managed promotions to enhance store profits and drive customer engagement.
- Used Point of Sale register system to complete transactions.
- Delegated work to staff, setting priorities and goals.
- Trained, managed and motivated employees to promote professional skill development.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Supported long-term business strategies, generating guest relations feedback for process improvements.
Education
Bachelor of Arts - Journalism And Mass Communication
Old dominion university
Norfolk12.2012
Skills
- Leadership Skills
- Effective Time Management
- Microsoft Office Word
- Microsoft PowerPoint
- Ability to Multitask
- Microsoft Excel
- Fast Learner
- Customer Service
- Leadership
- Problem Solving
- Microsoft Office
- Teamwork
- Multitasking Skills
- Problem Solving Skills
- Strong Communication Skills
- Salesforce
- SAP
- Microsoft software
- Technical support
- Problem solving
- Customer service
- Data analysis
- Call management
- Product knowledge
- Help desk support
- Training development
- Customer onboarding
- Attention to detail
- Problem resolution
- Cross-selling tactics
Timeline
Lead Product Support Representative
UKG
12.2024 - Current
Participants Relationship Manager
Morgan Stanley
01.2024 - 07.2024
Customer Service Analyst
Avanos Medical
04.2023 - 01.2024
Senior Customer Care Specialist
PGA Tour Superstore
02.2021 - 04.2023
Customer Service Project Manager
Delta Airlines
11.2017 - 03.2020
Human Resources Assistant
Home Depot
06.2017 - 09.2017
Box Office Supervisor
Universoul Circus
08.2014 - 03.2017
Bachelor of Arts - Journalism And Mass Communication
Old dominion university