Deanna Bernard
Missouri City,Texas
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service/ support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
14
14
years of professional experience
Work History
Software Support Associate
Worldpay
03.2022 - Current
- Provides support in research and resolution of problems and inquiries for customers.
- Maintains comprehensive knowledge of applicable products, services, and company policies and procedures.
- Balances multiple tasks simultaneously, maintaining focus on delivering optimal outcomes for each client interaction.
- Collaborates with colleagues to resolve issues and improve customer satisfaction.
- Manages a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Administrative Assistant
Team Wired
09.2015 - 03.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Customer Service Representative
TNT Express Worldwide
03.2011 - 11.2014
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
Education
Associate of Arts -
Houston Community College
Houston, TXSkills
- Customer support
- Call center experience
- Documentation skills
- CRM software
- Multitasking
- Teamwork and collaboration
- Adaptability and flexibility
- Problem resolution
Timeline
Software Support Associate
Worldpay
03.2022 - Current
Administrative Assistant
Team Wired
09.2015 - 03.2019
Customer Service Representative
TNT Express Worldwide
03.2011 - 11.2014
Associate of Arts -
Houston Community College
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