Halstead Brown

• Assisted call-in customers with questions and orders
• Educated customers on promotions and assisted in providing solutions for customer’s problems and inquiries in regards to a purchase made or any inquiry about a product on our website.
• Investigated and resolved customer inquiries and complaints quickly.
• Responded to customer requests, offering excellent support and tailoring recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing, and support policies and procedures.
• Collaborated with staff members to enhance the customer service experience and exceed team goals through effective client satisfaction rates.
• Trained new personnel regarding company operations, policies, and services.
• Sought ways to improve processes and services provided.
• Developed and updated databases to handle customer data.
• Increased efficiency and team productivity by promoting operational best practices.

• Assisted customers in identifying issues and explaining solutions to restore service and functionality.
• Documented support interactions for future reference.
• Used ticketing systems to manage and process support actions and requests.
• resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Specialized in:

• Recovery of deleted emails
• Synchronization of Google Drive
• Guided customer on how to link their e-mails to devices
• Troubleshoot missing information on the user's Google account.

• Ensure and protect Service Levels protections
• Real-time decisions in regards to availability
• Share information with stakeholders regarding decisions made, SL misses, etc.
• Continuously monitor the real-time network performance and take actions to mitigate any risk to metrics and the advertiser experience.
• Manage high-severity incidents by running conference calls with different teams to mitigate risks to metrics, advertiser experience, and associate experience.
• Comfortable in writing daily business review documents and preparing reports for Senior leadership

• Assisted customers in identifying issues and explaining solutions to restore service and functionality.
• Documented support interactions for future reference.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Responded to customer inquiries and provided technical assistance over the phone.
• Researched and identified solutions to technical problems.

• Delivered exceptional customer service on collection calls and maintained a calm and professional demeanor.
• I worked in a call center environment, handling manual and automatically dialed outbound calls.
• Achieved performance goals on a consistent basis.
• maintained a high volume of calls and met the demands of a busy and productive group.
• Collected on delinquent accounts to reduce overdue balances.
• Documented customer payment interactions and account statuses for future reference.
• Negotiated payment plans with customers to prevent accounts from entering collections.
• Listened to customers and negotiated solutions that met creditor and debtor needs.
• Assisted as backup manager and delivered coaching when needed.