Indirah Adrien
Plantation,Florida
Summary
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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Escalation Technical Support (TikTok)
Atento
Miramar, FL
05.2023 - Current
- Handle and resolve end-to-end product troubleshooting and customer support for a popular social media company
- Drive overall Customer Satisfaction metrics ensuring service quality through case journey, providing regular updates across touchpoints
- Work with in-house technical specialists to educate advertisers on product features and common issue types
- Work on high case volumes across email and chat channel
- Handle escalated clients concerns and retention by phone, email or online chat
- Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues
- Diagnose, troubleshoot, repair, and debug complex technical and computer systems, and software.
- Demonstrated adaptability by staying current with ever-evolving technology changes, ensuring continuous improvement in service delivery quality.
- Enhanced team performance by training new technicians on best practices and troubleshooting techniques.
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Diagnosed and troubleshot hardware, software and network issues.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.
- Established a strong rapport with clients, leading to increased referrals and repeat business due to exceptional technical support services.
- Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
- Maintained up-to-date knowledge of industry trends, allowing for informed recommendations on technology solutions that met client needs best.
- Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
Quality Assurance Agent
Nations benefits
Miramar, FL
04.2022 - 05.2023
- Listen to phone calls and review email, chat, and social media messaging (English & French) to ensure advisors are providing accurate information and building deeply loyal relationships between members and the brand
- Provide positive, constructive coaching and feedback that strengthens the advisor’s abilities to explain products and services in both recorded and real-time environments
- Score and review advisor performance on both relationship-building and process execution
- Provide differentiated feedback for various advisor groups, such as retention, acquisition, and service
- Inform advisors and leadership on necessary recursive training based on observations
- Coach, mentor, and train teammates
- Establish and keep professional development plans and schedules
- Perform other related duties as assigned.
- Improved product quality by implementing comprehensive testing procedures and documenting results.
- Led regular training sessions for team members to ensure consistent application of QA methodologies and practices.
- Evaluated new tools and technologies for potential implementation within the QA process, contributing to ongoing advancements in department capabilities.
- Established clear communication channels between QA and development teams to facilitate timely resolution of issues found during testing.
- Trained new team members on QA best practices, contributing to a more knowledgeable workforce.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Kept scripts and test cases updated with current requirements.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
- Evaluated function, performance and design compliance of every product against design standards and customer needs.
Member experience Advisor
Nations benefits
Miramar, FL
10.2021 - 04.2022
- Respond swiftly and courteously to all potential customer inquiries
- Educate members on products or services that will enhance their quality of life
- Utilize interpersonal skills to establish a strong relationship that allows for direct probing to uncover the member's needs
- Do sales rebuttal that addresses a member's objections and, in turn, presents solutions
- Provide knowledge and in-depth advice for hearing loss and hearing aids
- Show empathy both in word choice and intonation to all Members.
- Enhanced member experience by implementing personalized service strategies and addressing individual needs.
- Streamlined onboarding processes for new members, ensuring smooth transitions into the organization.
- Coordinated closely with marketing and communications teams to ensure membership materials were engaging, informative, and effectively conveyed the value of joining the organization.
- Played a key role in the successful launch of new member-focused initiatives that led to increased engagement and satisfaction scores among participants.
- Provided ongoing support to members by promptly answering inquiries and offering tailored assistance when needed.
- Educated members about available resources and benefits associated with their memberships, maximizing utilization rates across various services provided by the organization.
- Established strong relationships with members through proactive communication efforts, building trust and loyalty over time.
- Identified trends in member feedback, enabling targeted improvements to programs and services offered.
- Maintained accurate records of all member communications and transactions, ensuring seamless coordination between departments involved in servicing accounts.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Responded to customer calls and emails to answer questions about products and services.
- Verified customer identification and documentation for compliant transactions.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Maintained and managed customer files and databases.
- Resolved customer issues through thorough dispute investigation.
- Assisted members with correcting account, service, and system issues by educating on required forms and technical processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Trained new personnel regarding company operations, policies and services.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Created and maintained detailed database to develop promotional sales.
Inbound Sales Chat Agent (AT&T and T-mobile)
Iqor
Miramar, FL
01.2019 - 10.2021
- Answer inbound sales chat inquiries and greet customers with energy and enthusiasm virtually
- Strive for sales on the first chat inquiry and take true ownership of customer needs and issues
- Build lasting relationships with clients, customers, and other call center team members based on trust and reliability
- Educate customers about our client's products and services
- Deliver an amazing sales experience through effective and timely resolution of various customer inquiries, concerns, and needs.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented upselling techniques when appropriate, contributing to increased per-customer sales revenue.
- Managed multiple chat conversations simultaneously, maintaining efficiency and productivity.
- Promoted brand loyalty by delivering outstanding service experiences that exceeded customer expectations.
- Achieved consistent positive feedback from customers through empathetic listening and problem-solving skills.
- Collaborated with team members to achieve shared goals and improve overall performance.
- Utilized CRM software proficiently for efficient management of customer interactions.
- Navigated through various databases efficiently, retrieving relevant information needed for each client interaction.
- Participated in ongoing professional development opportunities to continuously enhance knowledge and skills as a Chat Agent.
- Provided exceptional support during high-volume periods, maintaining a calm demeanor under pressure.
- Maintained high-quality standards, ensuring accuracy and professionalism in all written communications.
- Assisted in the training of new Chat Agents, sharing best practices and techniques for success.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Service Representative
Digicel
Miami, FL
01.2016 - 12.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Education
Broward College
Broward College
Broward College
Broward College
Bachelor Degree in Supervision and management -
Broward College
Pembroke Pines, FL04.2024
Associate Degree in Marketing management -
Broward College
Pembroke Pines, FL05.2023
Skills
- French
- Creole
- English
- Interpersonal communication
- Social awareness
- Team player
- Managing
- Customer service
- Active listening
- Problem solving
- PowerPoint
- Excel
- Customer Support
- Attention to Detail
- Customer Assistance
- Critical Thinking
- Clear Communication
- Active Listening
- Decision-Making
- Reliability and punctuality
- Safety awareness
- Hand-Eye Coordination
- Teamwork and Collaboration
- Time Management
- Progress Monitoring
- Management Support
- Social media proficiency
- Employee Relations
- Training facilitation
- Human resources knowledge
- Claims review
- Complaint Handling
- Good communication skills
- Customer Relations
- Call center experience
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- Problem Resolution
- Customer Relationship Management
- Customer Order Management
- De-Escalation Techniques
- CRM Software
- Data Entry
- Problem-solving abilities
- Computer Proficiency
- Follow-up skills
- Microsoft Outlook
- Documentation
- Product Knowledge
- Live chat support
- Microsoft Office Suite
- Software CRM system proficiency
- Paperwork Processing
- Call Center Operations
- Data Collection
- Client Relations
- Escalation management
- Appointment Scheduling
- Order Fulfillment
- Staff Training
- Product Sales
- Microsoft PowerPoint
- Technical Support
- Staff education and training
Awards
Graduate with high honors
Timeline
Escalation Technical Support (TikTok)
Atento
05.2023 - Current
Quality Assurance Agent
Nations benefits
04.2022 - 05.2023
Member experience Advisor
Nations benefits
10.2021 - 04.2022
Inbound Sales Chat Agent (AT&T and T-mobile)
Iqor
01.2019 - 10.2021
Customer Service Representative
Digicel
01.2016 - 12.2018
Broward College
Broward College
Broward College
Broward College
Bachelor Degree in Supervision and management -
Broward College
Associate Degree in Marketing management -
Broward College