Outstanding analytical, problem-solving, and troubleshooting ability. Great communication (oral and written), customer service and interpersonal skills. Ability to work independently and in a team environment. MS Office and trouble ticketing and tracking-software proficiency. Ability to multi-task and prioritize effectively. Poised and patient when dealing with staff and clients. Excellent Time Management and Organization skills. Excellent critical thinking and problem-solving skills. Committed to diversity and inclusion. Willingness to take on added responsibility to meet team goals.
Hi, I’m
Kathy Ireland
New Caney,TX
Summary
Overview
19
years of professional experience
Work History
Franklin Energy
Customer Care Specialist II
02.2023 - Current
Job overview
- Take ownership of customers issues to follow problems through to resolution.
- Verify accuracy of customer account information and update when necessary.
- Respond to customer needs through competent customer service and prompt problem-solving.
- Use exceptional communication to connect with customers, assess needs and present solutions.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Respond to customer inquiries via phone, email, chat and web-based platforms.
- Make outbound calls for special projects: Ameren SFI, Escheatment Ameren Rebate checks, Entergy Waitlist leads, TA leads and Formstack
- Accurately tracked and recorded customer interactions in CRM platform.
- Schedule technician installation appointments at customer request.
- Verify accuracy of customer account information and update when necessary.
- Identify customer issues with products or services, investigate causes and initiate resolutions.
- Communicate with customers to identify needs and expectations.
- Request escalation for unresolved issues.
Comcast, WAH
Customer Service Representative III
09.2010 - 12.2022
Job overview
- Responsible for providing end-to-end support for customers to ensure a positive experience that is in accordance with Comcast's service delivery strategy
- Responsible for responding to requests regarding technical questions and problem resolution related to company products as well as customer equipment
- Create personal connection to customers and demonstrate favorable image of the organization through effective use of soft skills and problem-solving skills, professional communications, and customer interactions
- Effectively works to build a consultative relationship with the customer to create understanding and resolve all issues
- Sets clear expectations by providing accurate information and transparent communication
- Improves customer satisfaction and maximizes sales and retention opportunities using up-to-date knowledge of competitive environment, products, and services
- Providing timely and accurate customer resolution and feedback
- Talking customers through a series of actions to resolve a problem
- Following up with customers to ensure problems are resolved.
- Replacing or repairing necessary parts.
- Supporting the roll-out of new applications
- Providing support in the form of procedural documentation
- Managing multiple cases at one time
- Understand customer needs and recommend appropriate products and rate plans
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
AT&T Wireless
Technical Support
06.2004 - 09.2010
Job overview
- Respond to customer queries about ATT services, equipment, promotions, roaming and billings
- Enhance customer retention and satisfaction by providing outstanding and prompt customer services
- Take customer calls and complete service orders
- Understand customer needs and recommend appropriate products and rate plans
- Develop innovative ways to sell ATT products and services to customers
- Handle customer requests for payments, activations, upgrades and other services
- Address and resolve customer concerns promptly
- Handle large volume of customer calls efficiently.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
Percipio
Certificates And Badges
University Overview
- Relevant Coursework: Certificate Human Resource Journey
- Professional Development: Certificate Forging New Paths: Women's Advancement in Life and Work
- Professional Development: Performance Management
- Professional Development: Leading Your Life and Work
- Professional Development: Evolving your Power and influences
University of Arizona GlobalTucson, AZ
Bachelor of Arts from Social Science W/ Education,
10.2012
University Overview
- Relevant Coursework: Minor-Human Resource Management
Gateway IncNorth Sioux City, SD
CompTIA A+ MCP (Microsoft Certified Professional)
University Overview
Skills
- Operating Systems: windows 7, 10, 11
- Browsers: Internet Explorer, Google Chrome, Mozilla Firefox, Safari,
- Email clients and Servers: Outlook, lotus (IBM) notes;
- Resolves Issue and Complaint Resolution
- Software: Microsoft Office suite PeopleSoft, CSG,TechNet, Verint, KnowIt,Eronext,OneCti, Techspot, E360
- Remote access: TeamViewer, LogMeIn, GoToAssist, Skype
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Upselling Products and Services
- Building Customer Trust and Loyalty
- Customer Account Management
- Customer Retention Strategies
Timeline
Customer Care Specialist II
Franklin Energy
02.2023 - Current
Customer Service Representative III
Comcast, WAH
09.2010 - 12.2022
Technical Support
AT&T Wireless
06.2004 - 09.2010
Percipio
Certificates And Badges
University of Arizona Global
Bachelor of Arts from Social Science W/ Education,
Gateway Inc
CompTIA A+ MCP (Microsoft Certified Professional)
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