Diamond Ledford
Detroit,MI
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Technical Support Advisor
Kelly Connect
05.2023 - Current
- Answering and handling large amounts of incoming calls in a timely manner
- Adhered to standards of quality and service as well as all compliance requirements
- Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.
- Troubleshoot and diagnose basic problems related to media services accounts
- Responsible for answering customer questions relating to their account, escalating complex issues and providing technical support via phone.
- Maintained expert-level knowledge of company products to provide accurate information to clients during support calls or emails.
- Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
- Improved overall user experience by providing personalized assistance based on individual client needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Server/Bartender/Trainer
Benihana
08.2017 - 05.2024
- Greeted Customers, stated daily specials, memorized ingredients to inform customers
- Accurately take orders and act as a liaison between the customers and chef
- Managed tine throughout the day to make sure to check on the customer and provide all needs while being serviced
- Provide first call resolution
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Served food and beverages promptly with focused attention to customer needs.
- Entrusted to train a host of new team members effectively and efficiently
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
Customer Service Representative
AAA
01.2018 - 01.2019
- Maintained office operations by receiving and distributing communications
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assessed the needs of clients and provide dispatch concerning the services
- Processed applications or forms to ensure completeness and accuracy; updated files as needed including sales reports and sensitive client information
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Handled requests and transactions by computing and verifying data and fees
- Utilized a host of office software applications, including word processing, Microsoft Excel, email, fax machine, and file management tools.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
Education
Business Management - Business Administration And Management
Oakland Community College
Southfield, MI12.2024
High School Diploma -
Detroit Community High School
06.2015
Skills
- Proficient Multitasking
- Effective Communication
- Selling and upselling
- Exceptional Customer Service
- Detail-Oriented
- Analysis and Problem Solving
- Teamwork
- Prioritization
- Call center and remote
- Inbound/ outbound calls
- Typing: 40-50 wpm
- Conducting research
- Software Installation
- System Administration
- Remote Support
- Customer Service
- Technical Troubleshooting
Personal Information
Title: Customer Service Professional
References
References available upon request.
Timeline
Technical Support Advisor
Kelly Connect
05.2023 - Current
Customer Service Representative
AAA
01.2018 - 01.2019
Server/Bartender/Trainer
Benihana
08.2017 - 05.2024
Business Management - Business Administration And Management
Oakland Community College
High School Diploma -
Detroit Community High School