Karmella Hutcherson
Snellville,GA
Summary
Customer service professional with a solid background in technical support and client care. Known for effective problem-solving and enhancing customer satisfaction through efficient resolution of inquiries. Experience with CRM tools to ensure seamless communication and support.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
QVC Group
05.2024 - Current
- Handled high volume of incoming calls and messages, ensuring timely responses and adherence to quality service standards.
- Delivered customer service by addressing inquiries and resolving issues, contributing to improved customer satisfaction.
- Supported team objectives while working remotely, facilitating collaboration and communication.
Technical Support Representative
Concentrix
07.2023 - 03.2024
- Guided customers through TurboTax, ensuring accurate filing of state and federal returns.
- Assisted customers remotely, providing timely support and solutions.
- Resolved customer inquiries using knowledge of products and services.
- Provided technical assistance through multiple communication channels.
- Documented customer interactions in the ticketing system for tracking purposes.
Technical Support Representative
Xfinity
04.2023 - 03.2024
- Delivered remote support to customers, ensuring timely and effective issue resolution.
- Troubleshot customer issues to identify causes and guide customers through remote solutions, while verifying resolution before ending calls.
- Provided technical assistance to customers via phone and chat channels.
- Resolved product issues by diagnosing and troubleshooting software problems.
- Documented customer interactions in the case management system for future reference.
Qualifying Specialist
Quantum 3 Media
02.2021 - 08.2022
- Assessed Medicare leads for seamless transfer to licensed agents.
- Remote
- Analyzed market trends to inform content creation and distribution strategies.
- Developed and implemented marketing strategies for various media campaigns.
- Coordinated cross-functional teams to enhance project collaboration and efficiency.
Team Lead
Quantum 3 Media
08.2021 - 06.2022
- Led team in executing media projects and ensuring quality standards.
- Mentored junior staff on best practices and media production techniques.
- Coordinated schedules and resources for multiple concurrent campaigns.
- Supported qualifying specialist with daily tasks and transfers, facilitated team meetings to analyze metrics and identify improvement areas, reviewed and approved time cards.
- Remote
Education
High School Diploma -
Health Science Charter School
Buffalo01-2018
Skills
- Customer support
- Technical assistance
- Client support
- Tech assistance
- Call Center Software
- Salesforce
- Microsoft Excel
- Microsoft Word
- Remote communication
- Ticketing system
Personal Information
Title: Customer Service Representative
Timeline
Customer Service Representative
QVC Group
05.2024 - Current
Technical Support Representative
Concentrix
07.2023 - 03.2024
Technical Support Representative
Xfinity
04.2023 - 03.2024
Team Lead
Quantum 3 Media
08.2021 - 06.2022
Qualifying Specialist
Quantum 3 Media
02.2021 - 08.2022
High School Diploma -
Health Science Charter School