Josie Paul-Emile
Summary
With over 20 years of experience in contact center operations, I have served as a service-oriented Customer Support Representative. I have effectively communicated with customers through various channels such as phone, e-mail, online chat, and social media to address a wide range of concerns. My proficiency in Word, Excel, and web-based applications has enabled me to provide exceptional support, while my attention to detail has ensured accurate and thorough communication. I possess strong multitasking abilities and possess critical and analytical thinking skills, allowing me to effectively problem solve and ensure customer satisfaction. Additionally, it is worth noting that there may be some employment gaps in my work history due to temporary or independent contractor positions.
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Overview
10
10
years of professional experience
Work History
Work at Home Customer Support Representative
Working Solutions/Turbo Tax
01.2024 - 04.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined support processes for increased efficiency and reduced response times
- Collaborated with team members to identify areas of improvement in customer service protocols
- Boosted customer retention rates by building strong rapport and delivering exceptional service
- Professional communication (written and verbal)
- Managed approximately 15 to 20 incoming calls, and chats per day from customers.
- Entered accurate data into the system following established guidelines and protocols.
- Provided technical support to customers via phone, email, and chat.
- Delivered software training sessions to educate users on new features and functionalities.
- Troubleshooted issues with software applications to identify and resolve problems efficiently.
Remote Travel Agent
BCD&ME Travel
01.2023 - 03.2023
- Implemented CRM system to track client interactions and preferences, resulting in repeat bookings.
- Created customized vacations based on client preferences, budget limitations, and desired goals.
- Assisted clients in obtaining necessary visas or other documentation required for international travel, navigating complex regulations efficiently to avoid delays
- · Travel Coordination: Booking and coordinating travel arrangements, maintaining travel records.
- · Customer Service: Providing exceptional customer service and being the primary contact for travel-related matters.
- · Financial Management: Performing credit card reconciliations and assisting with travel budgets.
- · Administrative Support: Creating and maintaining travel documents, managing the travel administration email inbox.
- · Compliance and Risk Management: Ensuring compliance with travel policies, monitoring travel advisories.
- Using Sabre GDS system, book and ticket flight itineraries based on information provided on Excel spreadsheet
- 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.)
Customer Service Representative
Ameren Illinois
10.2022 - 12.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience
- Receive and schedule customer requests such as service initiations and terminations, meter installations/removals, gas leaks, eclectic outages, etc
- Secure necessary information/documentation from customers such as medical equipment registry, medical certificates, proper identifications, etc
- Arrange satisfactory payment transactions such as payment agreements, extensions, budget billing, preferred due date, automatic bill payment, etc.
Travel Consultant Supervisor
Teleperformance.com
11.2018 - 06.2022
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs
- Streamlined booking processes for increased efficiency and reduced client wait times
- Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients
- Built strong relationships with clients through exceptional communication and personalized service
- Excellent communication skills, both written and verbal
- Strong interpersonal skills to effectively interact with customers and subcontractors
- Previous experience in customer service or a related field is preferred
- Ability to multitask and prioritize in a fast-paced environment
- Proficient in using customer service software and systems
- 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.
Customer Service and Technical Support Agent
Support.com
08.2018 - 11.2018
- Improved customer satisfaction by providing timely and efficient technical support to clients
- Resolved complex technical issues for better client experience and smoother operations
- Assisted colleagues in troubleshooting software and hardware problems, enhancing team productivity
- Diagnosed system errors with meticulous attention to detail, ensuring accurate solutions were provided
- Upsell, Addressed and resolved customer product complaints
- Defuse volatile customer situations calmly and accurately documented, researched, and resolved customer service issues
- Fielded average of 50 to 60 inbound phone calls to deliver support and remotely resolve service issues
- Customer Service Experience (full service, complex problem solving)
- Proficiency in using CRM software and other relevant computer applications.
Product Agent
Concentrix
12.2016 - 04.2018
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services
- Expanded customer base through effective networking, cold calling, and relationship-building strategies
- Streamlined internal processes for improved efficiency and productivity within the agency
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles
- Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in group problem solving situations, and uses reason even when dealing with emotional topics.
- Provided customer support for resolving data connectivity issues and conducted thorough research on different computer systems and databases to address customer complaints and inquiries.
- Responsible for online billing and account management.
Customer Service Representative
Sitel
03.2014 - 03.2016
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers' needs
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries
- Streamlined call center processes for improved efficiency and reduced wait times
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries
- Boosted customer retention by promptly handling complaints and providing appropriate solutions
- Maintained accurate records of customer interactions, ensuring proper documentation within the company's database
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Education
Technical Certificate - Tourism And Travel Management
New World Travel Institute
Chicagao, IL.1984
Some College (No Degree) - Liberal Arts
City Colleges of Chicago - Wilbur Wright College
Chicago, IL1984
High School Diploma -
St. Scholastica High School
Chicago, IL1983
Skills
- Customer Success Management
- Customer service excellence
- Data Management
- Report Generation
- Complaint Handling
- Technical Documentation
- Technical Troubleshooting
- Desktop support
- Help Desk Support
- Online Chat Support
- Microsoft Windows and Office
Websites
Timeline
Work at Home Customer Support Representative
Working Solutions/Turbo Tax
01.2024 - 04.2024
Remote Travel Agent
BCD&ME Travel
01.2023 - 03.2023
Customer Service Representative
Ameren Illinois
10.2022 - 12.2022
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
Technical Certificate - Tourism And Travel Management
New World Travel Institute
Some College (No Degree) - Liberal Arts
City Colleges of Chicago - Wilbur Wright College
High School Diploma -
St. Scholastica High School
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