Josie Paul-Emile

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.
Exceeded performance metrics by consistently providing high-quality support to clients
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
Resolved technical issues for customers with clear explanations and step-by-step guidance
Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously
Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support
Collaborated with team members to identify areas of improvement in customer service protocols
Trained new hires on company policies, procedures, and best practices in customer support roles

Remote Travel Agent

BCD & ME TRAVEL

1 2023 - 03.2023

Search and confirm travel reservations
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 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 an extra smooth experience for all participants.
Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations
Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays
Asked open-ended questions to better ascertain client needs and determine best international travel offerings
Arranged travel accommodations for groups, couples, executives, and special needs clients
Adaptable and proficient in learning new concepts quickly and efficiently

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.
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Educated customers about billing, payment processing and support policies and procedures
Met customer call guidelines for service levels, handle time and productivity
Clarified customer issues and determined root cause of problems to resolve product or service complaints
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
Investigated and resolved customer inquiries and complaints quickly

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 problems on 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.
Promoted dedicated customer service and support by promptly resolving customer complaints
Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements
Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings
Recommended travel insurance plans to customers to reduce uncertainty and risk of financial loss
Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints
Educated clients on destination-specific considerations such as customs regulations, local attractions, or cultural norms to enhance their overall experience abroad

Customer Service and Technical Support Agent

SUPPORT.COM

08.2018 - 11.2018

Work from Home with Comcast customers
Effectively managed 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.
Adhered to company policies when addressing client concerns or escalating unresolved issues appropriately
Analyzed data from resolved tickets to identify patterns or recurring issues requiring further investigation or preventative measures
Created user accounts and assigned permissions
Fielded average of 50 to 60 inbound phone calls to deliver support and remotely resolve service issues
Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities
Collaborated with cross-functional teams to resolve escalated issues effectively
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
Walked individuals through basic troubleshooting tasks
Explained technical information in clear terms to promote better understanding for non-technical users
Handled sensitive customer data securely while troubleshooting account-related problems, maintaining trust between the company and its clients

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 expectation of 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.
Handled and promptly resolved customer complaints to maintain professional relationships
Resolved caller issues quickly and thoroughly
Proven ability to develop and implement creative solutions to complex problems
Cultivated interpersonal skills by building positive relationships with others

Customer Service Representative

SITEL

03.2014 - 03.2016

Effectively managed 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.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
Processed customer service orders promptly to increase customer satisfaction
Tracked customer service cases and updated service software with customer information
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Exceeded performance metrics consistently, earning recognition as top performer within our team
Streamlined call center processes for improved efficiency and reduced wait times
Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
Assisted customers in navigating company website and placing online orders, improving overall user experience
Offered advice and assistance to customers, paying attention to special needs or wants

Summary

Overview

Work History

Work at Home Customer Support Representative

Remote Travel Agent

Customer Service Representative

Travel Consultant Supervisor

Customer Service and Technical Support Agent

Product Agent

Customer Service Representative

Education

Associate of Arts - Travel

Some College (No Degree) - Liberal Arts

High School Diploma -

Skills

Accomplishments

Timeline

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