Summary
Overview
Work History
Education
Skills
Timeline
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Essence Phlegm

Shreveport,La

Summary

Committed to customer satisfaction and exceptional service, well-qualified individual that excels in utilizing customer service best practices. With a strong focus on effectively addressing customer needs, adept at exploring solutions to deliver unmatched support. Proficient in analyzing system performance and security to drive optimal user experience.

Overview

5
5
years of professional experience

Work History

TECHNICAL SUPPORT REPRESENTATIVE

Tech Mahindra
02.2022 - 06.2024
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Developed strong relationships with over 200 clients, fostering trust in our ability to resolve their challenges quickly.
  • Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Reduced call resolution time 30% by effectively troubleshooting software and hardware problems.
  • Managed high-stress situations and high call volume effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Improved customer satisfaction 23% by providing timely and accurate technical support for various software and hardware issues.

Receptionist Administrator

John Harvey Toyota
09.2020 - 12.2021
  • Answered incoming calls, directing clients to individuals addressing specific needs.
  • Collaborated with team members on various projects to achieve department goals and improve overall efficiency.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with over 300 customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth 45% by upselling products and services based on individual customer requirements.

Sales Associate Specialist

Nike
02.2020 - 06.2020
  • Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
  • Stayed up-to-date on industry trends and competitor activities, adjusting sales tactics accordingly for continued success.
  • Skillfully navigated challenging situations with customers, resolving issues swiftly and professionally to maintain brand reputation.
  • Played a key role in achieving store-wide performance goals increasing by 17% through diligent adherence to company standards and commitment to continuous improvement.
  • Increased sales revenue approximately 24% by building strong customer relationships and providing tailored product recommendations.
  • Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.

Administrative Assistant to the General Manager

Darby LLC
02.2019 - 09.2019
  • Improved internal communication by creating and distributing timely meeting agendas, minutes, and follow-up action items.
  • Safeguarded sensitive information by maintaining strict confidentiality in all aspects of administrative duties.
  • Reduced errors in documentation by proofreading reports prior to submission or distribution to appropriate parties.
  • Maintained confidentiality of sensitive information by adhering to strict document handling policies and procedures.
  • Answered multi-line phone system, routing over approximately 120 calls, delivering messages to staff and greeting visitors.
  • Managed high call volume, ensuring timely response and effective resolution to all customer concerns increasing customer satisfaction by 28%.

Education

AAS - Computer Information Systems

Bossier Parish Community College
05.2024

Skills

  • Technical Support
  • Remote Support
  • Effective Written and Verbal Communication
  • Critical Thinking
  • Customer Satisfaction
  • CRM
  • POS Systems Expert
  • Typing 42 WPM
  • Complaint Resolution
  • Time Management
  • Multi-line Phone Talent
  • Product and Service Knowledge

Timeline

TECHNICAL SUPPORT REPRESENTATIVE

Tech Mahindra
02.2022 - 06.2024

Receptionist Administrator

John Harvey Toyota
09.2020 - 12.2021

Sales Associate Specialist

Nike
02.2020 - 06.2020

Administrative Assistant to the General Manager

Darby LLC
02.2019 - 09.2019

AAS - Computer Information Systems

Bossier Parish Community College

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Essence Phlegm