Curtissa England
Summary
Service-oriented Customer Support Representative with 4+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
9
9
years of professional experience
Work History
Customer Support Representative
MVF Company LLC
12.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined support processes for increased efficiency and reduced response times.
- Collaborated with team members to identify areas of improvement in customer service protocols.
- Boosted customer retention rates by building strong rapport and delivering exceptional service.
- Resolved technical issues for customers with clear explanations and step-by-step guidance.
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Exceeded performance metrics by consistently providing high-quality support to clients.
Remote Call Center
Global Payments
05.2020 - 03.2022
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Remote Customer Service
State Farm
01.2015 - 04.2019
- Enhanced customer experiences by providing timely and accurate information on products and services.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Streamlined communication processes for increased efficiency in addressing customer inquiries.
- Developed rapport with customers through active listening and tailored assistance, fostering loyalty.
- Reduced call wait times by implementing effective call routing strategies, enhancing customer satisfaction.
- Collaborated with team members to improve overall response times and service quality.
Education
No Degree - Business Administration
Turner Job Corps Center - Albany
Albany, GA11.2011
High School Diploma -
Green Pastures Christian High School
Decatur, GA05.2006
Skills
- Customer Success Management
- Report Generation
- Data Management
- Decision Making
- Software Troubleshooting
- Attention to Detail
- Task Prioritization
- Adaptability
Timeline
Customer Support Representative
MVF Company LLC
12.2022 - Current
Remote Call Center
Global Payments
05.2020 - 03.2022
Remote Customer Service
State Farm
01.2015 - 04.2019
No Degree - Business Administration
Turner Job Corps Center - Albany
High School Diploma -
Green Pastures Christian High School
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