KHIRY FORD
Acworth,GA
Summary
Highly motivated customer and technical support employee with a strong desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Qualified Advanced Technical Support Specialist with 10+ years of customer service experience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Nordstrom
05.2023 - Current
- Managed 30-50 incoming calls 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 companies alike
- Responded to customer requests for products, services, and company information
- 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.
Technical Support Specialist
ActivusConnect
10.2019 - 05.2024
- Responded to customer requests for products, services, and company information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved 20-30 technical support inquiries per day.
Store Manager
Rue21/LoveCulture
03.2017 - 07.2019
- Supervised guests at front counter, answering questions regarding products.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback, and rewarding superior performance.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
Help Desk Support
Waldorf Fitness Center
02.2017 - 07.2019
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Helped customers navigate choices between services with support for questions such as terms, pricing, and availability.
- Built professional sales presentations to promote services to groups of potential customers.
- Researched potential clients and markets to prepare for appointments.
- Managed help desk consisting of 7 employees and conducted performance evaluations.
Education
Certificate - Information Technology/Data Analysis
CourseCareers
Remote10-2024
High School Diploma -
Suitland High
District Heights, MD05-2010
Skills
- Supporting Computer hardware
- Supporting Hard disk arrays
- Live chat
- Email support
- 55 wpm typing speed
- Supporting Computer software
- Problem Solving
- Interpersonal Skills
- Zendesk and other CRM software
- Help Desk Support
- Customer Service Support
- Electronic components
- Automated control wiring
- Engineering principles
- Problem-solving
- Critical thinking and evaluation
- Hardware maintenance
Timeline
Customer Service Representative
Nordstrom
05.2023 - Current
Technical Support Specialist
ActivusConnect
10.2019 - 05.2024
Store Manager
Rue21/LoveCulture
03.2017 - 07.2019
Help Desk Support
Waldorf Fitness Center
02.2017 - 07.2019
Certificate - Information Technology/Data Analysis
CourseCareers
High School Diploma -
Suitland High
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