Jeannine Hemphill
Buffalo,NY
Summary
Dependable
Tech Support/ Customer Service Analysis with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
8
8
years of professional experience
Work History
Customer Service/Tech Support Representative
LifeStorage Tech Support
Amherst, NY
04.2021 - 08.2023
- Provide Tech Support/ Customer Service support to both LifeStorage stores and to their customer base
- Resolved internet connections issues, Access Gate disconnects, email or software issues, disconnects, etc
- Provided customer service by answering product and service related questions.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Responsible for imaging, updating and shipping out replacement pc's.
- Resolved customer connection issues with our website, kiosk, or storage unit codes.
Customer Service/Tech Support Rep
Spectrum
Cheektowaga, NY
07.2018 - 03.2021
- Duties include up to but not limited to Tech support for TV and internet
- Handled between 60-80 phone calls
- Resolved all issues with internet or cable TV connections Including billing issues and services
- Multi task documentation and quality call resolution
- Voice of the Customer stat: VOC ( voice of customer) 95/100% repeatedly
- AHT (Average Handle Time) on call Between 10-15 mins
- FCR (First call Resolution) 95-100
- WPM- 50-65
- Established positive relationships with customers through effective communication techniques.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
Customer Service, Data Entry, Quality Control Officer
KR Communication
01.2016 - 07.2018
- Data Entry, Follow Ups with customers to ensure quality and satisfaction of product and 3rd party Company
- Answer questions of product, Light Tech support and problem resolution.
- Maintained a professional attitude while providing excellent customer service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Suggested improvements to existing procedures based on customer feedback.
Customer Service Specialist
HiOperator
Buffalo, NY
04.2015 - 12.2015
- Duties include answering customer inquiries via email or Text message
- Responsible for auto response/Good customer service to our customers.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Led team engagement to assist cross-functional departments and achieve goals.
Education
Cert in Libreal Arts and Social Science - General Studies/Humanities
01.2002
Skills
- Typing
- Kronos Timekeeping
- Excel
- Outlook
- Troubleshooting computer/software issues
- Customer Support
- Records Management
- Needs Analysis
Timeline
Customer Service/Tech Support Representative
LifeStorage Tech Support
04.2021 - 08.2023
Customer Service/Tech Support Rep
Spectrum
07.2018 - 03.2021
Customer Service, Data Entry, Quality Control Officer
KR Communication
01.2016 - 07.2018
Customer Service Specialist
HiOperator
04.2015 - 12.2015
Cert in Libreal Arts and Social Science - General Studies/Humanities
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