Summary
Overview
Work History
Education
Skills
References
Interests
Timeline
Generic

Ethel D. Hunter

Greenwood,SC

Summary

Dynamic professional with a proven track record in technical and customer support, most notably with VELUX USA. Skilled in Tier One and Tier Two escalations and proficient in MS Office and SAP Invoicing, demonstrating exceptional problem-solving abilities and vendor relationship management. Excelled in mentoring trainees, enhancing team performance by 30%. Renowned for outstanding communication and organizational skills.

Overview

30
30
years of professional experience

Work History

Inbound Technical Support

  • Responsible quality control of Outbound email support
  • Supervised and corrected discrepancies in finance billing operation internally and external daily
  • Responsible for communicating technical issues to the appropriate party and follow-up as necessary.

Technical Service Representative

VELUX USA
03.2022 - Current
  • I strive daily to build the rapport on every call to provide a one call resolution for the technical support, sales, installation and product information for VELUX Residential, and Commercial products
  • I assist the VELUX dealers, architects, contractors, and homeowners by providing spare parts availability by phone, via email
  • And C4C
  • I assist the Trusted Advisors with the homeowners when they need further assistance with troubleshooting by phone and email
  • I process the error report in SAP, and the AFS Prod to submit service or provide a resolution by source of the phone, email and C4C ticket
  • I check and clear the errors in the IMAM report once a week and work on special projects.

Customer Service Representative

VELUX USA
02.2019 - 03.2022
  • I strive to be the best customer service representative to provide information to satisfy the customer on a one call resolution
  • I assist dealers, contractors, architects, and homeowners with product knowledge for the Velux material such as skylights, sun tunnels, roof windows, blinds, and spare parts
  • I assist the Velux dealers with submitting orders and quotes, providing detailed information for whatever they may request
  • The homeowners, contractors, architects I provide information for the Velux dealers, Velux installers in the area or whatever the customer requests.

Phone Specialist Agent

TROC Wireless
12.2018 - 02.2019
  • Assist existing customers with upgrades, add lines on plans for Verizon, Sprint and AT&T
  • Assist potential customers with plans available for Verizon, Sprint and AT&T

Service Technical Support Agent

Family Dollar Corporate
06.2016 - 10.2018
  • Accurately respond to and resolve inquiries and service requests utilizing Contact Center procedures, policy manuals, knowledge libraries and other reference materials
  • Document all customer inquiries and their resolutions in the IT service management application according to standard practice
  • Assist with developing Service Desk support procedures and training for the New Hires/guiding staff in their use, including total inquiry resolution process
  • Perform Mainframe system restarts on Software Applications and Window Server Reboots, Hardware Devices such as Registers, PDT Gun and Cradles, Monitors, Wyse thin Clients, NCR Receipt Printers and Laser Printers and all MX915 Debit Devices
  • Daily Troubleshooting with NCR Field Support Tech with scheduled hardware Installations, perform research with shortages, price / SKU discrepancies
  • Maintaining a high degree of contact with users to respond quickly to their changing needs
  • Work to effectively investigate, diagnose, and provide resolution (where possible) to inquiries and service requests through phone call, customer complaint logs, email or ticket documentation
  • Meet and strive to exceed Contact Center Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, overall efficiency standards, first call resolution and proper case documentation-Provide daily escalations to Level 2 and Level 3 Support for higher IT support
  • Assist Human Resources with all Family Dollar team members New Hire Requisitions and Benefits enrollments, Employee Password Resets and the tracking of End User System access
  • Utilizing your interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy statements as needed
  • Escalate customer inquiries in a timely manner when additional research or analysis is necessary
  • Work with vendors and their equipment- such as NCR, Toshiba, ISS, NCS to open work orders.

Retention Sales Agent

Cross Country Home Services
11.2014 - 05.2016
  • Data Entry, handled customers’ inquiries regarding account status
  • Inbound / Outbound Sales Agent providing customer support and solutions
  • Perform new and existing customer enrollments & sales by determining the customer’s needs

Customer Care Support

Alorica
05.2009 - 10.2014
  • Worked well in a team setting, providing support and guidance.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Took ownership of customers issues to follow problems through to resolution.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.

Customer Care Support- Telemarketer

Greenville News
11.2007 - 05.2009
  • Skillfully closing sales Through in house Lead systems
  • Processed payments for newspaper subscriptions
  • Provide excellent customer service to Clients regarding any issues.

Warehouse-Assembler

Faurecia
02.2001 - 04.2007
  • Fitted parts, such as screws, bolts, and rubber bumpers into automobile trunk lids
  • Inspected trunk lids after final assembly and Tested tension devices for resistance

Cutter /Machine Operator

National Textiles
11.1994 - 02.2001
  • Loaded cloth into cutting machines
  • Verified settings for various gauges
  • Set stops along scale of cutting table according to both length and weight

Education

Diploma -

Greenwood High School
01.1990

Skills

  • Tier One and Tier 2 Escalations
  • Billing Claims- Payments/Invoicing
  • Vendor Relationships-NCR-Toshiba
  • Data Entry-Office Account Update Entries
  • Warehouse Distribution–Assembly
  • Forklift –Shipping/Receiving and Loading
  • Quality Control-Call Center Sales Escalations
  • Receptionist and Admission and Scheduling
  • Mentoring trainees
  • Email dealers with follow ups
  • Applications:
  • Proficient in MS Windows, MS Office, Payments, ACH, Sap Invoicing, Finance Hotline-Peoplesoft, Microsoft-Hot Box- SharePoint- HR-Reporting System, ADP, Payroll, Requisition system - Microsoft-email hotline escalation boxes and Meridian, Cisco IP System Communicator, Magic IT Ticketing system, Taleo Recruiting/ Onboarding Oracle, Lawson Hiring System, First Advantage Wellness applications and Medical Clearance

References

References available upon request

Interests

Awards and Achievements: , Family Dollar Customer Care – Outstanding Service 2016-2018 VELUX - I receive acknowledgement and accolade of appreciation daily from the customers. I received acknowledgement from my manager, supervisor, colleagues for being a great TSR team member.

Timeline

Technical Service Representative

VELUX USA
03.2022 - Current

Customer Service Representative

VELUX USA
02.2019 - 03.2022

Phone Specialist Agent

TROC Wireless
12.2018 - 02.2019

Service Technical Support Agent

Family Dollar Corporate
06.2016 - 10.2018

Retention Sales Agent

Cross Country Home Services
11.2014 - 05.2016

Customer Care Support

Alorica
05.2009 - 10.2014

Customer Care Support- Telemarketer

Greenville News
11.2007 - 05.2009

Warehouse-Assembler

Faurecia
02.2001 - 04.2007

Cutter /Machine Operator

National Textiles
11.1994 - 02.2001

Inbound Technical Support

Diploma -

Greenwood High School

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Ethel D. Hunter