Jacquisha Rivers
Charlotte,NC
Summary
Detail-oriented Job Title with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
10
10
years of professional experience
Work History
Customer Care Representative
AvidXchange
Charlotte, NC
05.2023 - Current
- Customer facing position manages low to medium level inquiries from AvidXchange customers either through phone, email, or chat channels
- Troubleshoot customer issues and handle escalated situations
- Learn and understand the case management process and properly route to others for case resolution
- Responsible for learning and administering processes that enable problem resolution
- Respond and resolve through critical thought processes that directly correlate with the customers’ requests and needs
- Educate customers on best practices to help reduce future contacts
- Provide basic product training & documentation to customers
Customer Support Advisor
CPI Security Systems Inc.
Charlotte, NC
10.2022 - 04.2023
- Responded to and resolved customer questions and requests on various items such as: equipment, company policies, customer contracts, system operation and maintenance, monitoring service, billing, and account inquiries
- Provided exceptional customer support and communicate through various platforms such as: phone, text, web chat, and e-mail
- Effectively communicated CPI Security’s value, products, and services to customers and utilize upselling techniques to meet customers’ needs
- Applied appropriate troubleshooting methods and techniques in resolving challenges while documenting all actions taken and following up to ensure satisfactory resolution
- Performed alarm system downloads to ensure programming of alarm systems
- Assisted field technicians with signal feedback, testing, and general customer account information needs
TECHNICAL SUPPORT REPRESENTATIVE
Spectrum
Charlotte
01.2019 - 08.2022
- Provides over-the-phone support and customer service expertise for a range of products and services, including accounts and billing, enhancements, and repairs
- Utilizes advanced diagnostic tools to help address technical inquiries and assure customer satisfaction through problem resolution
- Coordinates with internal support and field technician teams to troubleshoot, diagnose and resolve client issues
- Demonstrates effective organizational and time management skills; Communicates effectively and professionally with co-workers, management, and other departments
- Presents a calm and professional attitude in high pressure situations.
TEAM MANAGER
Concentrix
Charlotte
01.2015 - 01.2019
- Possessed expertise in all agent related duties and acted as a resource for company knowledge to provide support and offer advice to agents upon any situation
- Audited employees time punches for accurate and timely submission of payroll
- Monitored team's performance on the sales floor to ensure the team stayed on schedule and met performance metrics
- Verified performance using multiple applications to check individual representative metrics
- Handled escalation cases to defuse complicated scenarios and ensure a positive customer experience
- Performed as a communication liaison between agents and operations
- Conducted weekly performance reviews and provided coaching feedback to agents to ensure that the defined customer experience is delivered
- Built rapport with team to help recognize short comings and manage individual development.
Education
Associates Degree - Early Childhood Education
Central Piedmont Community College
05.2010
Skills
- Front-End Supervision
- Performance Management
- Problem Solving
- Verbal and Written Communication
- Coaching and Development
- Leadership Training
- Customer Oriented
- Quick Learner
- Organized Multitasker
Call Center Operations
Customer Service
Remote Technical Support
Volunteer Experience
- Nations Ford Community Church, Volunteer with the Children's Ministry, Ongoing
- Crisis Assistance Ministry of Charlotte, Volunteer, 01/01/14
- YMCA of Greater Charlotte, Volunteer, 08/01/11 - 10/31/11
Timeline
Customer Care Representative
AvidXchange
05.2023 - Current
Customer Support Advisor
CPI Security Systems Inc.
10.2022 - 04.2023
TECHNICAL SUPPORT REPRESENTATIVE
Spectrum
01.2019 - 08.2022
TEAM MANAGER
Concentrix
01.2015 - 01.2019
Associates Degree - Early Childhood Education
Central Piedmont Community College