Summary
Overview
Work History
Education
Skills
Timeline
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Glenika Pratt

Tampa,United States

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

14
14
years of professional experience

Work History

Child Support Specialist

ICF
05.2023 - Current
  • Enhanced child support enforcement by conducting thorough case investigations and analysis.
  • Collaborated with legal professionals to prepare court documents and present evidence supporting child support orders during hearings.
  • Provided compassionate guidance and resources for custodial parents seeking assistance with child support matters.
  • Maintained strict confidentiality while managing sensitive information related to clients'' personal lives and finances.
  • Managed a high volume of complex cases, ensuring accurate documentation and timely resolution of issues.

Technical service representative

Concentrix
09.2018 - 09.2022
  • Documented support interactions for future reference.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Resolved complex technical issues for improved system performance and user experience.
  • Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
  • Recommended replacement parts and upgrade options based on customers' specific budgets and needs.

Collections Representative

Rotech Healthcare
02.2018 - 08.2018
  • Processed payments and contracts on accounts.
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Negotiated to collect balance in full.
  • Resolved challenging situations with friendly but firm strategies.
  • Recorded all information regarding financial status of customers.

Customer Service Supervisor

Inktel
12.2014 - 02.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.


Cashier

Burlington Coat Factory
10.2012 - 01.2014
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.

Customer Service Representative

Quick Response Outsourcing
02.2010 - 07.2012
  • Handled customer inquiries and suggestions courteously and professionally.
  • Updated account information to maintain customer records.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

Medical Assistant -

Southern Technical College
Auburndale, FL
03.2024

High School Diploma -

Coconut Creek High School
Coconut Creek, FL
01.2011

Skills

  • Office Management
  • Team Management
  • Record Management
  • Phone Support
  • Data Entry & Validation
  • MS Office Word
  • MS Office Excel
  • Ms Office Powerpoint

Timeline

Child Support Specialist

ICF
05.2023 - Current

Technical service representative

Concentrix
09.2018 - 09.2022

Collections Representative

Rotech Healthcare
02.2018 - 08.2018

Customer Service Supervisor

Inktel
12.2014 - 02.2018

Cashier

Burlington Coat Factory
10.2012 - 01.2014

Customer Service Representative

Quick Response Outsourcing
02.2010 - 07.2012

Medical Assistant -

Southern Technical College

High School Diploma -

Coconut Creek High School

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Glenika Pratt