Diane Henderson
Dade City,USA
Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Excellent communicator with 20 years in a demanding call center environment as a Customer Service Representative.
Overview
25
25
years of professional experience
Work History
Senior Advisor
Continuum
12.2020 - Current
- Assisted customers with technical inquiries and product troubleshooting.
- Documented customer interactions in the support ticketing system.
- Provided clear instructions for software installation and configuration.
- Educated customers on product features and best practices.
- Maintained up-to-date knowledge of company products and services.
- Escalated unresolved issues to appropriate technical teams for further assistance.
- Conducted follow-up communications to ensure customer satisfaction with solutions provided.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Supported customers with online billing, access, and account issues.
- Recommended upgrades or additional features that could enhance user experience.
- Performed routine maintenance and software updates on support tools and customer systems.
- Trained new support representatives on troubleshooting techniques and company support protocols.
- Provided training and guidance to junior staff members as needed.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
Owner
Outpost BBQ
02.2017 - 11.2020
- Managed daily operations, ensuring optimal workflow and resource allocation.
- Oversaw staff recruitment, training, and performance management to build a skilled team.
- Cultivated relationships with suppliers to secure favorable terms and reliable services.
- Established financial budgets and monitored expenditures to maintain fiscal responsibility.
- Ensured compliance with local, state, and federal regulations.
- Provided direction and guidance to employees.
- Led startup and creation of operational procedures and workflow planning.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
Senior Advisor
Concentrix
08.2015 - 01.2017
- Answered an average of 50 calls per day by addressing customer inquiries, solving problems and providing new product information.
- Described product to customers and accurately explained details and care of merchandise.
- Provided an elevated customer experience to generate a loyal clientele.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Scored in top 10% of employees in successful resolution of issues.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Wholesale Ice Inc.
04.2000 - 03.2015
- Greeted customers entering the store to ascertain what each customer wanted or needed.
- Described product to customers and accurately explained details and care of merchandise.
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Politely assisted customers in person and via telephone.
- Communicated with vendors regarding back order availability, future inventory and special orders.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
- Handled daily heavy flow of paperwork and cooperated with the accounting departments on invoicing and shipping problems.
- Scheduled weekly inventory pickups and deliveries with vendors.
- Restocked inventory every month and reviewed cash operation data to verify proper replenishment.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Processed 30 daily invoices and billed renewed invoices to clients.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Built long-term customer relationships and advised customers on purchases and promotions.
Education
High School Diploma - undefined
Zephyrhills High School
Zephyrhills, Florida06.1987
Skills
- Exceptional communication skills
- Creative problem solver
- Quick learner
- Strong client relations
- Multi-line phone talent
- Trusted key holder
- MS Windows proficient
- Training, development, aptitude
- Proficient in cash management
- Strategic sales knowledge
Timeline
Senior Advisor
Continuum
12.2020 - Current
Owner
Outpost BBQ
02.2017 - 11.2020
Senior Advisor
Concentrix
08.2015 - 01.2017
Wholesale Ice Inc.
04.2000 - 03.2015
High School Diploma - undefined
Zephyrhills High School
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