Eden Stevens
Houston,TX
Summary
An experienced customer care professional seeking to transition from customer support into client implementation, leveraging technical expertise and customer focus to drive adoption, enhance onboarding, and ensure solution success.
Empowering clients with reliable solutions through advanced troubleshooting and technical expertise.
Overview
6
6
years of professional experience
Work History
Technical Customer Care Specialist
CAI - VinSolutions CRM
Houston, USA
08.2024 - Current
- Provides technical support and training, resolves client issues, and collaborates across teams to ensure success.
- Managed additional projects and assignments assigned to assist the department in meeting its objectives and providing ultimate service to customers.
- Completed a 2-month mentorship, shadowing a Client Implementation Analyst to gain hands-on experience and exposure in solution deployment and onboarding.
- Engaged with customers to understand their product needs, expectations, and helped customers walk through the CRM system to understand its functionality.
- Troubleshoot and resolve escalated customer issues upon initial contact, ensuring timely solutions aligned with SLA and performance standards.
- Collaborated with cross-functional teams and Performance Managers to resolve customer concerns and streamline request handling.
Customer Service Representative
Avelo Airlines
Houston, USA
12.2022 - 01.2023
- Responsible for assisting and supporting inbound/outbound interactions via phone and email, resolving customer inquiries.
- Delivered exceptional customer service by assisting passengers with reservations, check-in, boarding, and flight inquiries.
- Provided clear communication and guidance to passengers regarding flight schedules, delays, and travel requirements.
- Addressed and resolved customer concerns promptly and professionally, ensuring a positive travel experience.
- Handled escalated issues with empathy and efficiency, achieving timely resolutions in line with service expectations.
Customer Service Representative
Waste Management
Germantown, USA
09.2019 - 09.2021
- Responsible for receiving and processing customer calls, acting as their primary point of contact, and addressing customer inquiries and concerns.
- Assist customers and provide standard guidance on service options, such as service quotes and address questions on bills and products provided.
- Committed to service and operational standards, while meeting monthly performance benchmarks such as adherence, quality, productivity, and timeliness goals.
- Process customer requests and problem inquiries of high complexity within the business segment independently and proficiently.
- Maintain strong customer relationships by communicating service expectations with precise detail and accurate information.
Skills
- Product Knowledge of VinSolutions CRM
- Desking
- Integration systems
- Customer focus
- Client relations
- Proficient use of Microsoft applications
- Technical expertise
- Troubleshooting
- Problem solving
- Project management
- Collaborative
- Agile framework
References
References are available on request.
Timeline
Technical Customer Care Specialist
CAI - VinSolutions CRM
08.2024 - Current
Customer Service Representative
Avelo Airlines
12.2022 - 01.2023
Customer Service Representative
Waste Management
09.2019 - 09.2021