Judy Weatherington
Hubert,NC
Summary
With a proven track record at Concentrix, I excel in delivering exceptional customer service and technical support, blending CRM software proficiency with unparalleled active listening skills. Achievements include consistently surpassing performance metrics and significantly enhancing customer satisfaction and retention, showcasing my problem-solving abilities and dedication to excellence.
Overview
8
8
years of professional experience
Work History
Retention Customer Service Representative
Concentrix
04.2023 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained detailed records of customer interactions and shared insights with the team for continuous improvement efforts.
- Ensured compliance with industry regulations and company policies throughout all dealings with customers.
- Worked closely with other departments as needed to resolve complex customer issues efficiently.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
- Developed rapport with customers by actively listening to their needs, resulting in strong relationships and positive feedback.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
Technical Support Supervisor
Concentrix
01.2019 - 04.2023
- Managed escalated customer complaints, resulting in swift resolutions and strengthened client relationships.
- Streamlined the technical support process for improved response times and increased issue resolution rates.
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Improved customer retention rates by consistently delivering prompt and effective technical assistance tailored to individual needs.
- Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
- Developed comprehensive training materials to ensure consistent knowledge across the technical support team.
- Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.
- Ensured customer data was protected by following strict security protocols and promoting compliance within the team.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Researched product and issue resolution tactics to address customer concerns.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
Customer Service Representative
Concentrix
11.2016 - 01.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Tracked customer service cases and updated service software with customer information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
White Oak High School
JacksonvilleSkills
- Call center experience
- CRM software proficiency
- Problem-solving abilities
- Active Listening
- Computer Proficiency
- Data Entry
- Call Center Operations
- Technical Support
- Account Management
Timeline
Retention Customer Service Representative
Concentrix
04.2023 - Current
Technical Support Supervisor
Concentrix
01.2019 - 04.2023
Customer Service Representative
Concentrix
11.2016 - 01.2019
High School Diploma -
White Oak High School