Debra Upton
Customer Service Professional
Arab,AL
Summary
Highly proficient Senior Customer Service Professional with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
20
20
years of professional experience
Work History
Service Advisor
D & N RV Service
Guntersville, AL
05.2024 - 07.2024
- Acted as primary point of contact for customers seeking RV service and maintenance.
- Scheduled service appointments and communicated with customers to understand their needs and concerns.
- Provided expert advice and recommendations to customers regarding necessary maintenance and repairs.
- Ensured that technicians received detailed information about each service request to perform their duties effectively.
- Monitored progress of service appointments and kept customers informed throughout process.
- Conducted quality checks after services were completed to ensure that work met our standards of excellence.
- Maintained accurate records of service appointments, customer interactions, and vehicle maintenance history.
Customer Service Support Lead
Accenture/Vdart
Arab, AL
03.2021 - 03.2024
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Managed escalated calls effectively, minimizing negative impact on client relations while maintaining composure under pressure.
- Served as resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Coached and mentored new customer service representatives to deliver polite, professional customer interactions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Tier 2 Technical Support Specialist
Windstream Telecommunications
Arab, Alabama
02.2004 - 06.2020
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating positive customer experiences.
- Improved customer satisfaction by resolving complex technical issues in timely manner.
- Collaborated with cross-functional teams to identify and address recurring system issues, enhancing overall product performance.
- Developed and maintained detailed documentation of troubleshooting procedures and resolutions, streamlining future problem-solving efforts.
- Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.
- Communicated technical information in clear terms to non-technical individuals to promote better understanding.
- Worked directly with clients in roll-out and post-roll out stages to train and support new applications and systems.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions
- Managed escalated support tickets, ensuring timely responses and effective problem-solving strategies
Education
Some College (No Degree) - Business Administration And Management
Jacksonville State University
Jacksonville, AL 05.2001 -
Skills
Excellent Communication
Customer Relationship Management
Multitasking and Organization
Attention to Detail
Multitasking
Call Center Operations
Active Listening and Learning
Appointment Scheduling
Highly Professional
Accomplishments
- Led a team of 13.inbound call center agents.
- Resolved escalated customer issues and provided guidance to team members.
- 2022: Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- 2024: Awarded Spotlight Award for demonstrating excellent customer service to customers and staff, boosting morale, and creating a positive, inclusive work environment.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridTimeline
Service Advisor
D & N RV Service
05.2024 - 07.2024
Customer Service Support Lead
Accenture/Vdart
03.2021 - 03.2024
Tier 2 Technical Support Specialist
Windstream Telecommunications
02.2004 - 06.2020
Some College (No Degree) - Business Administration And Management
Jacksonville State University
05.2001 -