Kimya Amos
Garland,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Technical support representative
KellyConnect
Garland, TX
08.2022 - Current
- Troubleshot issues on device-specific problems, network performance, and internet connectivity
- Provided technical support for customers via phone, email and chat; responded to customer inquiries promptly and professionally
- Monitored incoming calls from customers regarding hardware and software issues; provided timely resolutions
- Investigated advanced technical issues related to networks, operating systems; provided expert advice where required
- Created detailed reports outlining the status of each technical issue reported by customers
- Handled customer complaints and escalated issues according to procedures
- Diagnosed issues through process of elimination by asking probing questions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Customer Service Team Lead
Conduent
Garland, TX
03.2019 - 07.2022
- Established relationships with key clients through proactive communication efforts
- Managed daily workflow of customer inquiries and requests by delegating tasks appropriately among team members
- Monitored team performance against established customer service standards
- Ensured compliance with company policies regarding customer service operations
- Developed and implemented strategies for improving customer satisfaction and loyalty
- Conducted quality assurance reviews on customer interactions handled by team members
- Resolved conflicts between customers, staff members, and other stakeholders in a timely manner.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Collected, arranged, and input information into database system.
- Maintained database systems to track and analyze operational data.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Education
Bachelors Of Science - Information Technology
Texas A&M University-Commerce
Commerce, Texas05.2023
Skills
- Quick Typing
- Performance Tracking
- CRM Software
- Attention to Detail
- Multitasking Abilities
- Organizational Skills
- Calm Under Pressure
- Computer Skills
- Data Entry
- Product and service knowledge
- De-Escalation Techniques
- Language Fluency
- Empathy Display
- Customer Service
- Time Management
- Remote expertise
- Excellent Written and verbal communication
Timeline
Technical support representative
KellyConnect
08.2022 - Current
Customer Service Team Lead
Conduent
03.2019 - 07.2022
Bachelors Of Science - Information Technology
Texas A&M University-Commerce