Josie Paul-Emile
Customer Service Representative
Peoria,Illinois
Summary
I am a Service-oriented Customer Support Representative with 20+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
20
20
years of professional experience
Work History
Work at Home Customer Support Representative
Working Solutions/Turbo Tax
01.2024 - 04.2024
- Offered assistance in implementing and developing training programs.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.
Remote Travel Agent
BCD & ME TRAVEL
1 2023 - 03.2023
- Search and confirm travel reservations for the customer
- Identify and optimize online registration process and strategies
- Using Sabre GDS system, book and ticket flight itineraries based on information provided on Excel spreadsheet
- Answering attendee air travel and registration phone calls and providing exceptional customer service
- Answering attendee emails related to air travel or registration
- Data entry projects in Cvent or other registration databases
- Crosschecking of Excel reports to ensure data integrity
- Fulfill all requests regarding necessary regulations (DOT, TSA, passports, visas, etc.) Provide the client with the required industry information, such as low fares, exchange costs, and penalties.
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays.
- Organized group tours, coordinating logistics and accommodations to ensure a smooth experience for all participants.
Customer Service Representative
AMERENILLINOIS
10.2022 - 11.2022
- Receive and schedule customer requests such as service initiations and terminations, meter installations/removals, gas leaks, electric outages, etc
- Secure necessary information/documentation from customers such as medical equipment registry, medical certificates, proper identification, etc.; Arrange satisfactory payment transactions such as payment agreements, extensions, etc
- Advise customers of company programs such as budget billing, preferred due date, automatic bill payment, etc.
- Answered constant flow of customer calls with minimal wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Travel Consultant Supervisor
TELEPERFORMANCE.COM
11.2018 - 06.2022
- Handle and carefully respond to all customer inquiries by building excellent rapport & confidence, identifying their needs, and taking strategic action in a timely manner
- Troubleshoot and resolve customer issues using desktop applications Work with confidential customer information and treat it sensitively
- Aim to resolve the problems on the first call by being proactive and demonstrating advanced product knowledge
- Experience in GDS systems Including Sabre for Air, Hotel, and Car rental, and worked with leading contact center technology platforms and applications, such as Avaya, Cisco, NICE, Salesforce, Slack, Zoom, etc.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Having experience in GDS systems, such as Sabre for Air, Hotel, and Car rental, is essential, as well as working with leading contact center technology platforms and applications like CRM, Avaya, Cisco, NICE, Salesforce, Slack, Zoom, and others.
Customer Service and Technical Support Agent
SUPPORT.COM
08.2018 - 11.2018
- Work from Home with Comcast customers
- Effectively managed a high volume of inbound and outbound calls
- Upsell, Addressed, and resolved customer product complaints
- Defused volatile customer situations calmly and accurately documented, researched, and resolved customer service issues.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
- Managed high levels of call flow and responded to any technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
Product Agent
CONCENTRIX
12.2016 - 04.2018
- Provide support and problem resolution for Turbo tax customers, and assist in resolving technical and complex tax issues
- Support customers with data connectivity issues
- Researched issues on various computer systems and databases to resolve complaints and inquiries
- Support with online billing and account issues
- 97% net promoter score indicative of effectively exceeding the expectation of my customers.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Advised customers about new products and assisted customers in determining best Turbo Ta product for needs.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Customer Service Representative
SITEL
03.2014 - 03.2016
- Effectively managed a high volume of inbound and outbound customer calls
- Addressed and resolved product complaints
- Defused volatile customer situations calmly
- Accurately documented, researched, and resolved customer service issues.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
Education
Associate of Arts - Travel
New World Travel Institute
Chicago, IL 05.1984 - 05.1984
No Degree -
Wilbur Wright College
Chicago, IL 05.2001 -
High School Diploma -
St. Scholastica High School
Chicago, IL 05.1983 - 05.1983
Skills
Detail-Oriented
Excellent interpersonal Skills
Ability to work independently and achieve results
Excellent communication skills – written, verbal, and listening
Technical Troubleshooting
System Configuration
Team Collaboration
Call Management
Call Center Operations
Problem-solving abilities
Data Recovery
Online Chat Support
Customer service excellence
References
Available upon request
Timeline
Work at Home Customer Support Representative
Working Solutions/Turbo Tax
01.2024 - 04.2024
Customer Service Representative
AMERENILLINOIS
10.2022 - 11.2022
Travel Consultant Supervisor
TELEPERFORMANCE.COM
11.2018 - 06.2022
Customer Service and Technical Support Agent
SUPPORT.COM
08.2018 - 11.2018
Product Agent
CONCENTRIX
12.2016 - 04.2018
Customer Service Representative
SITEL
03.2014 - 03.2016
No Degree -
Wilbur Wright College
05.2001 -
Associate of Arts - Travel
New World Travel Institute
05.1984 - 05.1984
High School Diploma -
St. Scholastica High School
05.1983 - 05.1983
Remote Travel Agent
BCD & ME TRAVEL
1 2023 - 03.2023