Microsoft Office
Jeannine Perry
Member Engagement Coordinator
Charlotte,NC
"The first step towards getting somewhere is to decide you're not going to stay where you are."
J.P. Morgan
Summary
The objective is to use education and professional expertise to provide each customer with the greatest technical support encounter possible. Customer satisfaction on the first call is crucial. Outstanding oral and written communication, active listening, and analytical problem-solving abilities are all strengths of the customer service representative. Improves customer experiences by implementing customer-focused behaviors, comprehending client needs, and offering tailored solutions to foster loyalty.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work History
Member Engagement Coordinator
MCI One
Charlotte, North Carolina
09.2024 - Current
- Delivered exceptional customer service, promptly addressing inquiries and resolving issues to ensure client satisfaction.
- Summarized complicated topics into simple formats for better understanding.
- Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
- Resolved customer problems and complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of information regarding clients and company.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
Customer Service Representative
NexRep
Charlotte, North Carolina
09.2022 - 09.2024
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Technical Support consultant
MTX Group
Charlotte, NC
05.2021 - 02.2022
- Utilized Salesforce to answer chat and email tickets
- Managed over 50 customer calls, chats and emails per day
- Provided technical support for multiple projects
- Assisted clients via email, help tickets, and phone
- Worked as liaison between clients and Virginia Department of Education
- Provided technical support to clients applying for ARPA Childcare Stabilization Grant
- Responded to customer inquiries and concerns, following up to ensure issue resolution on first contact.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Translated complex technical issues into digestible language for non-technical users
- Leveraged data analytics to refine and optimize communications approaches.
- Partnered with brand and communications team to drive engagement, awareness, and alignment.
Technical Support consultant
Transcom Worldwide
Charlotte, NC
07.2020 - 05.2021
- Diagnose and troubleshoot non-Android smartphones, tablets, and computers (portable and desktop)
- Resolve technical issues through diligent research, reproduction and troubleshooting
- Utilize remote secure access technologies to diagnose and resolve customer issues
- Manage customer expectations regarding estimated response times for issue resolution
- Troubleshoot customer issues, perform hardware testing, and replicate customer issues
- Demonstrate strong understanding of product knowledge and quality standards
- Provide customer service support to new and current advisors through online secure messaging system
- Consistently maintain 95% or above rolling 13-week CSAT KPI
- Consistently maintain 90% or above rolling 13-week QA KPI.
Education
Bachelor’s Degree - Communications
01.2022 - Current
Associate of Applied Science - Business
12.2018 - 07.2020
GPA: 3.84
Skills
CommunicationProblem-Solving SkillsCustomer Service SkillsTechnical SupportIOS and MacOS KnowledgeDetail Oriented
Compassion
Teamwork
Problem-Solving
Excellent Communication
Decision-Making
Best practices optimization
Additional Information
- Awards & Honors: Summa Cum Laude, Alpha Beta Kappa Honor Society
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
SalesForce
GSuite
Five9
Adobe
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balancePersonal development programsHealthcare benefitsPaid time offPaid sick leave401k matchStock Options / Equity / Profit SharingTimeline
Member Engagement Coordinator - MCI One
09.2024 - Current
Customer Service Representative - NexRep
09.2022 - 09.2024
Grand Canyon University - Bachelor’s Degree, Communications
01.2022 - Current
Technical Support consultant - MTX Group
05.2021 - 02.2022
Technical Support consultant - Transcom Worldwide
07.2020 - 05.2021
Independence University - Associate of Applied Science, Business
12.2018 - 07.2020