Keona Turner

Customer Support Specialist

Progressive

07.2017 - Current

Developed strong relationships with clients, resulting in repeat business and positive feedback.
Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Conducted regular training sessions for new team members, promoting best practices in customer support operations.
Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
Resolved customer complaints with empathy and patience, restoring client confidence in company.
Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
Elevated customer support experience by adopting customer-first approach in all interactions.
Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.

Summary

Overview

Work History

Customer Support Specialist

Education

Bachelor Of Business Administration -

Skills

Timeline

Customer Support Specialist

Bachelor Of Business Administration -

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