Germaine Thompson
Smyrna,GA
Summary
Proven track record in enhancing customer satisfaction and retention rates, notably with Atlanta Braves, by leveraging exceptional problem-solving abilities and CRM software expertise. Skilled in multitasking and relationship building, I've driven improvements in service delivery and technical support, contributing significantly to positive customer experiences and operational efficiency. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Astute online support with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
1
1
year of professional experience
Work History
Online Support Representative
Work From Home / Flex Platform
07.2024 - Current
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Consistently met performance metrics, demonstrating proficiency in multitasking and prioritizing workload effectively.
- Improved company reputation by consistently delivering exceptional online support to customers.
- Identified common customer pain points, working proactively with the product development team to address concerns through software improvements or feature additions.
- Implemented a system for tracking recurring issues which led to faster identification of potential bugs or underlying problems needing attention from the development team.
- Streamlined communication with clients for better issue resolution and improved customer relations.
- Collaborated with team members to develop new strategies for resolving complex customer inquiries.
- Maintained expert knowledge of company products and services, staying current on updates and enhancements to provide accurate information to clients.
- Mentored new hires on company protocols and best practices, contributing to a more knowledgeable support team.
- Increased customer retention rate by providing personalized assistance and creating positive experiences.
- Utilized strong troubleshooting skills to diagnose and resolve technical issues, minimizing downtime for clients and ensuring smooth product usage.
- Contributed to the development of internal training materials, promoting ongoing learning within the support team.
- Provided comprehensive product information to customers, assisting them in making informed purchasing decisions.
- Analyzed user feedback to identify areas of improvement and implement necessary changes in service delivery.
- Developed strong relationships with key clients, leading to increased loyalty and repeat business opportunities.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
Customer Service Representative Agent
Atlanta Braves
02.2024 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Achieved high service level scores by effectively resolving customer issues during the first contact.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Cross-trained and provided backup support for organizational leadership.
Customer Service Representative Agent
Woodbridge Sequencing Center
05.2023 - 09.2023
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Education
Diploma - Mathematics, English Language, History, Electrical
Pembroke Hall High
Kingston Jamaica Certificate - Information Technology, Business Management
Mico College
Kingston, Jamaica 09.2004
Certificate - Merchandising And Sales, Customer Relation
Heart Trust NTA
Marcus Garvey Dr01.2001
Skills
- Typing Speed
- CRM Software
- Teamwork and Collaboration
- Customer Service
- Attention to Detail
- Problem-solving abilities
- Microsoft Windows and Office
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Active Listening
- Adaptability and Flexibility
- Remote Technical Support
- Decision-Making
- Relationship Building
- Help Desk Support
- Desktop support
- Task Prioritization
- Technical issues analysis
- Interpersonal Skills
- Analytical Thinking
- Customer service
- Professionalism
- Application support
- Application installations
- Issue and Resolution Tracking
- Call Management
Timeline
Online Support Representative
Work From Home / Flex Platform
07.2024 - Current
Customer Service Representative Agent
Atlanta Braves
02.2024 - Current
Customer Service Representative Agent
Woodbridge Sequencing Center
05.2023 - 09.2023
Diploma - Mathematics, English Language, History, Electrical
Pembroke Hall High
Certificate - Information Technology, Business Management
Mico College
Certificate - Merchandising And Sales, Customer Relation
Heart Trust NTA
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