Franck Felix-Tchicaya
Columbia,MD
Summary
Proven Customer Service Support Agent at U-HAUL, adept in complaint handling and utilizing CRM software, significantly enhanced customer satisfaction by streamlining support processes. Demonstrated empathy and problem-solving skills led to reduced caller wait times and improved issue resolution efficiency.
Overview
5
5
years of professional experience
Work History
Customer Service Support Agent
U-HAUL
10.2019 - Current
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Provided support with online and mobile app for equipment dispatch
- Reduced wait times for callers by implementing effective call routing strategies based on availability or expertise within the team.
- Assisted customer in making reservations and setting up account and login information
- Utilized CRM software efficiently to manage contacts, track case history, and schedule future touchpoints as needed.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Associate of Science - Computer Science
CCBC
Catonsville, MD12.2022
Skills
- Call center experience
- Complaint Handling
- Upselling abilities
- Empathy Display
- Attention to Detail
- Problem-Solving
Languages
French
Professional Working
Spanish
Limited Working
Timeline
Customer Service Support Agent
U-HAUL
10.2019 - Current
Associate of Science - Computer Science
CCBC
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