David Ly

Provided customer service to member of the public calling for information in regard to USDA programs. Adhered to the contact center protocols to achieve the highest level of customer service. Collected contact information of callers and document resolutions for each inbound call. Performed internet searches of government websites and other web content to locate specific answers to customer questions. Using the following applications for my work: Outlook, Microsoft Window, Salesforce, Jabber, Jamis Prime, and Dayforce.

Assisted customers with their login credential issues, troubleshot Bill Pay and various browser problems, and up sell financial products. Authenticated customer online account profile for security purposes using QRC Application. Resolved payment disputes made through our bill pay systems per our established procedures. Documented calls in the call tracking systems.

Provided customer services, sales, billing, and repair. Also, troubleshot telecommunications products: internet, cable, and phone. Utilized Active listening and communication skills to resolve escalated calls based on the company’s guidelines and policies. Followed SalesPro processes to maximize sale opportunities. Assisted my colleagues with order entries.