ISIS WATSON
Summary
Dedicated and customer-focused professional with 9+ years of experience in delivering exceptional customer service across telecommunications, insurance, and e-commerce sectors. Proven ability to resolve complex technical issues, manage high call volumes, and exceed performance metrics in remote and on-site environments. Adept at leveraging technology to enhance customer experiences and streamline processes
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Colony Brands, Inc.
01.2022 - 01.2025
- Delivered exceptional customer support, achieving a 98% satisfaction rating through phone, chat, and email communication
- Took and processed orders, managed payments, and facilitated returns and exchanges
- Signed up customers for credit cards, meeting monthly targets and promoting customer loyalty
- Managed high-volume inbound inquiries, resolving customer issues effectively and reducing escalations by 30%
- Assisted in training new team members, contributing to a 20% reduction in onboarding time
- Maintained accurate records in company CRM, ensuring real-time data access for management
Technical Support Agent
Asurion
01.2019 - 01.2022
- Provided technical support for mobile devices and electronics, handling an average of 50+ tickets daily
- Diagnosed and resolved software and hardware issues with a 95% first-call resolution rate
- Assisted customers with troubleshooting across multiple platforms and operating systems
- Collaborated with cross-functional teams to implement process improvements, reducing call handle time by 15%
Tech Coach
Verizon
01.2016 - 01.2019
- Delivered exceptional customer support, achieving a 98% satisfaction rating through phone, chat, and email communication
- Took and processed orders, managed payments, and facilitated returns and exchanges
- Signed up customers for credit cards, meeting monthly targets and promoting customer loyalty
- Managed high-volume inbound inquiries, resolving customer issues effectively and reducing escalations by 30%
- Assisted in training new team members, contributing to a 20% reduction in onboarding time
- Maintained accurate records in company CRM, ensuring real-time data access for management
Education
Associate Degree -
Santa Fe College
Gainesville, FLSkills
- Customer Support
- Issue Resolution
- Technical Troubleshooting
- Order Management
- Payment Processing
- Credit Card Sign-Up
- CRM Software
- Conflict Resolution
- De-escalation
- Multi-Channel Support
- Data Entry
- Documentation
- Performance Metrics Management
- Remote Work Proficiency
- Team Collaboration
Timeline
Customer Service Representative
Colony Brands, Inc.
01.2022 - 01.2025
Technical Support Agent
Asurion
01.2019 - 01.2022
Tech Coach
Verizon
01.2016 - 01.2019
Associate Degree -
Santa Fe College
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