Daisy Reid
Summary
Detail-oriented Customer Service Specialist with expertise in conflict resolution and data entry. Achieved customer satisfaction and retention through effective complaint resolution and professional service. Committed team player focused on enhancing customer loyalty and optimizing workflow.
Overview
21
21
years of professional experience
Work History
Premier service consultant (WFH-Hybrid)
AT&T Mobility
Atlanta
03.2026 - Current
- Assisted customers with service inquiries and product selections.
- Educated customers on device features and service plans.
- Provided technical support for mobile devices and services.
- Resolved billing issues and account discrepancies efficiently.
- Handled incoming calls from customers regarding product or service orders.
- Utilized problem solving skills while dealing with difficult situations involving dissatisfied customers.
- Managed customer feedback to enhance service delivery.
- Utilized CRM systems to track customer interactions and resolve issues.
- Updated customer accounts in computer system, submitted payments and changed personal details.
- Participated in team meetings to discuss potential solutions for improving customer experience.
- Conducted training sessions for new staff on service processes.
- Developed strategies to increase customer loyalty and retention rates.
- Demonstrated knowledge of company products and services, including pricing plans and features.
- Created detailed documentation regarding customer interactions for future reference.
- Produced repair and installation orders and updated master schedule with assignments.
- Researched billing issues for customers using various software programs.
- Collaborated with professionals to help close deals and deliver goods during peak buying periods.
- Leveraged dynamic response abilities and sales expertise to build long-term, profitable client relationships.
Bilingual Sales and Retention Coach
AT&T Value Center
Atlanta
08.2007 - 04.2013
- Trained and supervised customer service professionals, enhancing client satisfaction and service quality.
- Achieved sales goals through the successful implementation of sales strategies
- Trained and supervised customer service professionals to ensure optimum satisfaction of clients.
- Administered the performance management process to develop agent performance.
- Solved all major customer problems/queries escalated by direct reports. Established correct expectations, enforce relief and resolve through effective communication.
- Responsible for administering performance management process for the development of agent performance.
- Developed and managed retention strategies and tools, increasing client retention and converting prospects into new AT&T clients.
- Monitored and supervised the daily team activities.
- Achieved sales goals by implementing targeted sales strategies that aligned with organizational objectives.
Bilingual Customer Service Representative
AT&T
Atlanta
01.2005 - 07.2007
- Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
- Engaged with customers through email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
- Upheld quality control policies and procedures, directly contributing to higher customer satisfaction.
- Engaged with customers via email and phone to build relationships and ensure satisfaction before concluding interactions.
- Volunteered to resolve complaints and issues for manager during peak periods, enhancing overall service efficiency.
- Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer
- Led team engagement to assist cross-functional departments and achieve goals.
Education
A.A. - Human Services
Borough of Manhattan community college
Skills
- CRM Software
- Customer service
- Issue and Complaint Resolution
- Problem Resolution
- Customer Engagement
- Account management
- Customer loyalty development
- Remote efficiency
- Microsoft Office
- Microsoft Teams
- Excel proficiency
- Google Workspace
- Collaboration Techniques
- Conflict resolution
- Relationship building
Languages
Spanish, Fluent
Timeline
Premier service consultant (WFH-Hybrid)
AT&T Mobility
03.2026 - Current
Bilingual Sales and Retention Coach
AT&T Value Center
08.2007 - 04.2013
Bilingual Customer Service Representative
AT&T
01.2005 - 07.2007
A.A. - Human Services
Borough of Manhattan community college