Jimmeka Jones

Customer Service Representative

TTEC

10.2020 - Current

Incredibly detailed, experienced in high volume escalated calls and de-escalating , Supported customers by collecting and documenting and updating information in company database
Provided excellent service with kind voice to promote customer satisfaction
Assisted 100+ customers per day supplying successful solutions in polite manner using active listening skills to ensure customer retention
Maintained strong company service knowledge to better assist customers with concerns, questions and general education
Responsible for typing reports, documentation, disputes accurately on behalf of 100÷ customers per day, Troubleshoot and resolved laptop LCD monitors, motherboard, and Hard drive failures
Reset passwords and created domain accounts using Active Directory Users and Computer tool
Used TeamViewer and RDP to remotely troubleshoot and resolve software problems on
Windows OS
Created Outlook profiles and upgraded MS Office
Migrated Windows 7 machines to Windows 10; added new Windows 10 machines
Windows domain
Migrated and reconfigured users' Windows profiles after desktop migration
Reconfigured Outlook
Mapped network drives
Securitas,
Protect property, enforce rules on property, and deter criminal activity
Patrol area to conduct security search
Verify visitors
Handled customer inquiries and suggestions courteously and professionally.
Answered constant flow of customer calls with minimal wait times.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered customer telephone calls promptly to avoid on-hold wait times.
Updated account information to maintain customer records.
Investigated and resolved customer inquiries and complaints quickly.
Met customer call guidelines for service levels, handle time and productivity.
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Handled customer inquiries and suggestions courteously and professionally
Answered constant flow of customer calls with minimal wait times