James Lowe
Edwardsville,PA
Summary
Energetic and motivated Customer Service Analyst offering demonstrated success identifying prospects and converting leads into customers. Superior communications skills with the ability to understand client needs and close sales. Recognized for creativity and resourcefulness in meeting and exceeding sales, revenue and profit goals. Bringing five years of related experience.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Coinbase
San Francisco, CA
03.2022 - 06.2022
- Proficiency in identifying unauthorized transactions by token approval through the blockchain explorer.-Responsible for providing phone support for Coinbase customers by investigating, trouble-shooting, and resolving customer issues.
- Manage, prioritize, and respond to customer issues, inquiries, and escalations.
- Communicate with internal and external stakeholders in an effective, tactical, and insightful manner.
- Proactively drive impactful changes across workflows, policies, and tools by working with internal support teams and vendor partners.
- Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
- Experience with compliance, payments, fraud, account access, trust and safety, or other rel-evant operational domains.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Universal Business Agent
Astound
Wilkes-Barre, PA
07.2020 - 03.2022
- Educated customers about billing, payment processing and support policies and procedures.
- Developed and deepened client relationships to cement profitable partnerships.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Implemented up-selling strategies such as recommending accessories, packaging and complementary purchases to boost revenue.
- Increased sales by 30%.
Universal Residential Agent
Astound
Wilkes-Barre, PA
03.2017 - 07.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Assisted 120 customers in average 8 hour time frame by answering questions, responding to inquiries and handling troubleshooting.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Promoted to a lucrative position in the Business department.
Education
High School Diploma -
Hanover Area High School
Wilkes-barre, PA06.2014
Skills
- POS Systems and Ordering Platforms
- Call Documentation
- Customer Retention Strategies
- Efficient and Detail-Oriented
- Systems Analysis
Timeline
Customer Service Representative
Coinbase
03.2022 - 06.2022
Universal Business Agent
Astound
07.2020 - 03.2022
Universal Residential Agent
Astound
03.2017 - 07.2020
High School Diploma -
Hanover Area High School
Similar Profiles
GAUTAM KUMARGAUTAM KUMAR
Sr. Engineering Manager, Payments Platform at CoinbaseSr. Engineering Manager, Payments Platform at Coinbase
Dominick Dionne MahinayDominick Dionne Mahinay
Customer Service Agent II at CoinbaseCustomer Service Agent II at Coinbase
Max HolterMax Holter
Trust and Safety Analyst at CoinbaseTrust and Safety Analyst at Coinbase
Raj BalakrishnanRaj Balakrishnan
Head Of Vendor Management at CoinbaseHead Of Vendor Management at Coinbase
Daniel DamasoDaniel Damaso
Educational Support Staff Member at ShineEducational Support Staff Member at Shine