Grace Owusu
Atlanta,GA
Summary
Personable and dedicated Customer Service Specialist with extensive experience in the hospitality industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Experience Specialist II
Principal Financial Services
Atlanta , GA
09.2024 - Current
- Provided clear and effective guidance to participants, educating them on their retirement plans, while ensuring exceptional customer service, thus leading to fewer returned calls and lower call volume.
- Efficiently managed over fifty calls daily, assisting participants with account inquiries, retirement asset transactions, IRS policies, and employer-related issues, leading to a positive participant experience, and improved department survey results.
- Proactively utilized CRM systems, including Salesforce, to track, update, and manage customer inquiries, ensuring a seamless experience, where customers do not need to repeat their issues when they call again.
WFH - Tier 2 Technical Support Specialist
Verizon Connect, Fleetmatics LLC
Alpharetta, GA
06.2023 - Current
- Investigated reported issues, coordinated with internal teams and devised strategies for responding to customers.
- Troubleshot hardware issues using systems such as Salesforce, SupraLibra, Hardware Specifier, and Xirgo Portal.
- Assisted field technicians with service repairs and installation
- Mastered new products, developed advanced technical knowledge and applied new skills in fast-paced environment.
- Met metrics regarding contact quality, case resolution, and productivity.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
WFH - Coordinator Customer Service/Billing Specialist
Verizon Connect, Fleetmatics LLC
Alpharetta, GA
10.2021 - 06.2023
- Input payment history and other financial data to keep customer accounts up-to-date in system.
- Developed strong professional rapport with vendors and clients.
- Answered customer invoice questions and resolved issues discovered during invoicing process.
- Worked with team members and leadership to identify and develop process improvements.
- Researched and resolved billing inconsistencies and errors through individual and collaborative analysis.
WFH - Customer Service Professional
VERIZON WIRELESS
Alpharetta, GA
04.2019 - 10.2022
- Persuaded customers to retain services by offering discounts and special promotions on products and services.
- Reviewed account and service histories to identify trends and resolve issues.
- Re-established customer's faith in company by providing best retention offers available such as discounts and special promotions on products and services.
- Performed needs analysis and presented options based on findings to help customers make decisions.
- Promoted customer retention by using exceptional interpersonal skills.
- Promoted available products and services to customers during service, account management and order calls.
Customer Advocate
VERIZON WIRELESS
ALPHARETTA
03.2017 - 04.2019
- Analyze customer accounts to ensure the best solution regarding, billing, service, and products.
- Promote Verizon Wireless products and services by adding new lines and upgrading plans, services, and products.
- Proficient with Verizon Wireless Systems
- Performed tier 1 troubleshoot for cell phones, tablets, and HUM devices.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Guest Services Agent
RITZ CARLTON BUCKHEAD, BUCKHEAD
02.2007 - 03.2017
- Responsible for receiving, delivering, and logging incoming and outgoing faxes
- Routinely set and make guest wake-up calls
- Used OpenTable to make reservations for guests
- Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
- Used a multi-line switchboard to connect in-bound callers to appropriate departments based on their needs
- Dispatched appropriate individual or department (e.g., Bellperson, Housekeeping, Engineering, and Loss Prevention) as necessary to resolve guest call, request, or problem.
- Follow up with guests to ensure their requests or problems have been met to their satisfaction.
- Documented and logged all in house guest requests
Education
Some College (No Degree) - Secretarial Sciences
Queens Vocational And Technical HS
Queens, NYSkills
- Troubleshooting and Diagnosing
- Customer Service Support
- Interpersonal Skills
- Collaborative Team Player
- Multitasking and Prioritization
- Attention to Detail
- Guest Service and Assistance
- Customer Rapport
- Hospitality Services
- Data Entry
- Issue and Complaint Resolution
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
Accomplishments
Summit Award Winner-Verizon
- Feb 2021
- Jan 2021
Top Performer - Verizon
- July 2018
- April 2018
- March 2018
- February 2018
Employee of the Year/Ritz Carlton Buckhead
- 2015 Five Star Team
Employee of the month/Ritz Carlton, Buckhead
- June 2007
- October 2007
- January 2008
- 2010 1st Quarter
- 2011 1st Quarter
- 2011 3rd Quarter
Timeline
Customer Experience Specialist II
Principal Financial Services
09.2024 - Current
WFH - Tier 2 Technical Support Specialist
Verizon Connect, Fleetmatics LLC
06.2023 - Current
WFH - Coordinator Customer Service/Billing Specialist
Verizon Connect, Fleetmatics LLC
10.2021 - 06.2023
WFH - Customer Service Professional
VERIZON WIRELESS
04.2019 - 10.2022
Customer Advocate
VERIZON WIRELESS
03.2017 - 04.2019
Guest Services Agent
RITZ CARLTON BUCKHEAD, BUCKHEAD
02.2007 - 03.2017
Some College (No Degree) - Secretarial Sciences
Queens Vocational And Technical HS
Similar Profiles
Lyrrik CampbellLyrrik Campbell
Claims Analyst 2 at Principal Financial ServicesClaims Analyst 2 at Principal Financial Services
Jacob JohnstonJacob Johnston
Accounting Specialist at Principal Financial ServicesAccounting Specialist at Principal Financial Services
Ian GregoryIan Gregory
Client Service Manager at Principal Financial ServicesClient Service Manager at Principal Financial Services