Iris Baoko
Katy,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience. 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
12
12
years of professional experience
Work History
French Customer Service Representative
Insight Global-Axon
03.2024 - 08.2024
- Resolve customer issues via phone, email or chat by determining the cause of the problem; selecting and explaining the best solution and expediting correction or resolution
- Build and maintain subject matter expertise of processes, solutions, and products offered
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Software Technical Support
Thomson Reuters
09.2022 - 03.2024
- Responding to and solving queries raised by our customers during their use of our software, responding to customer by phone, e-mail or case comments.
- Concisely and accurately document support request information, paying particular attention to problem description, resolution, user reaction and follow up action.
- Work on cases/tickets according to established departmental practices
- Troubleshoot software difficulties.
- Maintained response times to support business continuity.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented faults and bugs for referral to development staff for use in updates.
Financial Services Representative
TD Ameritrade
01.2022 - 08.2022
- Answer customers' questions about stocks and prices, or availability
- Answered calls and provided clients with account information
- Assisted clients with account online technical difficulties
- Answers confidential inquires relating to customer account balances, account numbers, and account activity
- Handled incoming advisor and client phone calls to provide operational expertise, share industry and organizational best practices, troubleshoot complex situations and resolve service issues
- Acting as a liaison between our internal support teams, including Sales, Risk Management, Trading,
- Retirement Accounts, Technology etc, and our advisors and clients
- Educating advisors and clients on processes, services and procedures of the TD Ameritrade platforms
Social Media Analyst/Process Associate
Genpact
09.2019 - 12.2021
- Reviewed documents and videos regarding social media under the guidelines of our company policy to determine if the content is approved for release.
- Educated customers about billing, payment processing and support policies and procedures.
- Documented customer payment interactions and account statuses for future reference.
- Monitored customer accounts for payment delinquency and initiated collection efforts.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Assisted customers with dispute filings regarding unauthorized charges on there account
- Handled inbound customer chat conversations
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Processed payments and applied to customer balances.
Customer Experience Advocate
GM Financial
06.2021 - 09.2021
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Servicing inbound and outbound auto loan inquiries from consumers, dealerships, internal departments and other third parties.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Assisted customers with online management to view there payments, setting up there payments, changing there form of payments, or any other account updates
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
Claims Representative
State Farm
01.2014 - 07.2017
- Inbound and outbound calls assisting current customers in regards to there policies, and also assisting with filing a claim with either there car, home or property
- Modified, updated and processed existing policies.
- Processed and recorded new policies and claims.
- Advised customers on required information for claim submissions to progress applications.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Posted payments to accounts and maintained records.
- Set up customer payment plans to cover annual policies and renewals.
Inside Sales Representative
IPacesetters
01.2013 - 12.2013
- Kept detailed records of daily activities through online customer database.
- Attended monthly sales meetings and quarterly sales trainings.
- Negotiated prices, terms of sales and service agreements.
- Quoted prices, credit terms and other bid specifications.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Informed customers of promotions to increase sales productivity and volume.
- Set and achieved company defined sales goals.
- Used CRM software to maintain detailed contact logs and account records.
Education
High School Diploma -
Parkview Baptist School
Houston, TX06.2013
Skills
- Financial Services
- Policy Knowledge
- Data Entry Software
- Problem-Solving Ability
- Document Control
- Customer Service
- CRM Software
- Technical Support
- Online Chats
- Sales and Negotiation
- Insurance Claim Processing Software
Languages
French
Native or Bilingual
Timeline
French Customer Service Representative
Insight Global-Axon
03.2024 - 08.2024
Software Technical Support
Thomson Reuters
09.2022 - 03.2024
Financial Services Representative
TD Ameritrade
01.2022 - 08.2022
Customer Experience Advocate
GM Financial
06.2021 - 09.2021
Social Media Analyst/Process Associate
Genpact
09.2019 - 12.2021
Claims Representative
State Farm
01.2014 - 07.2017
Inside Sales Representative
IPacesetters
01.2013 - 12.2013
High School Diploma -
Parkview Baptist School
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