Summary
Overview
Work History
Education
Skills
Timeline
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Kathleen Pauley

Kathleen Pauley

Charleston,WV

Summary

An experienced Customer Experience Agent with skills that include, but are not limited to, providing quality services in challenging environments. Thrives to gain relationships with customers, to analyze their needs and resolves complaints. Possesses excellent communication and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Customer Experience Agent

Alorica
01.2017 - Current
  • Utilize telephone and email platforms to deliver outstanding customer service.
  • Train new customer service agents on policies and procedures to support favorable customer experiences.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Investigate customer complaints and escalated issues to address critical requests.
  • Review service orders to ensure that correct request is being made for customers.
  • Actively participate in team meetings, sharing ideas and suggestions for process improvements that enhanced service quality and efficiency.
  • Handle challenging situations with empathy and patience, demonstrating commitment to customer satisfaction at all times.
  • Investigated customer complaints and escalated issues to address critical requests.

Internet Technical Support Representative

Ibex Global
02.2013 - 11.2016
  • Resolved complex connectivity problems through thorough troubleshooting and effective communication with customers.
  • Developed strong relationships with clients by consistently exceeding expectations in technical knowledge and problem-solving abilities.
  • Managed high volume of inbound calls while maintaining professional demeanor under pressure.
  • Championed customer retention efforts by providing consistently exceptional service, resulting in increased loyalty and positive feedback from clients.
  • Streamlined support process by creating clear and concise documentation of common issues and resolutions.
  • Used ticketing systems to manage and process support actions and requests.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Diagnosed and executed resolution for network and server issues.
  • Reduced repeat calls by effectively educating customers on self-help resources available online or via phone system prompts.
  • Accelerated issue resolution times using remote diagnostic tools when possible to minimize inconvenience for clients experiencing technical difficulties.
  • Upsold and processed packages to customers that included, but was not limited to internet security software, signal boosters, and personal device protection.

Photographer

Sears Portrait Studio
09.2011 - 08.2012
  • Digitally edited photos to enhance appearance.
  • Delivered high-quality images under tight deadlines, demonstrating strong time management skills.
  • Edited, toned, captioned, and uploaded photographs for publication.
  • Took photos from different angles and perspectives to capture perfect images.
  • Planned and prepared for on-location and studio shoots.
  • Developed strong relationships with clients through clear communication and professionalism.
  • Captured stunning images by utilizing various lighting techniques and creative compositions.
  • Provided exceptional customer service throughout entire process from initial consultation to delivery of final products.
  • Leveraged camera gear and equipment to express creative vision.
  • Continuously improved technical skills by staying updated on industry trends and new equipment.
  • Showcased diverse photography styles for clients to choose from, increasing portfolio versatility.
  • Trained new photographers in use of camera equipment and editing software.

Education

No Degree - Music Education

Alderson Broaddus University
Philippi, WV

High School Diploma -

Ripley High School
Ripley
05.1999

Skills

  • Database Research

  • Sales closing

  • Teamwork and Collaboration

  • Calm and Professional Under Pressure

  • Computer Skills

  • Data Entry

  • MS Office

  • Inbound Call Management

  • Call Center Operations

  • Complaint Investigation

Timeline

Customer Experience Agent

Alorica
01.2017 - Current

Internet Technical Support Representative

Ibex Global
02.2013 - 11.2016

Photographer

Sears Portrait Studio
09.2011 - 08.2012

No Degree - Music Education

Alderson Broaddus University

High School Diploma -

Ripley High School

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Kathleen Pauley