LaMonica Henson-Odom

• Maintained database by entering new and updated customer and account information.
• Transferred data from hard copies to digital databases, organizing information in new formats.
• Prepared reports on individual names or accounts to summarize relationship history, customizing scope of reports depending upon reasons for request.
• Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
• Identified and corrected data entry errors to prevent duplication across systems.
• Reviewed, corrected or deleted data, verifying customer and account information.
• Proofread and edited documents to correct errors.

• Answered questions from customers that came in through the company's online chat feature.
• Used various skills to resolve problems in reasonable amount of time.
• Walked customers through online demonstrations to support better understanding of product features.
• Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
• Maintained understanding of company computer software, products and services.
• Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Responded to customer requests for products, services and company information.
• Answered product and service questions, suggesting other offerings to attract potential customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Updated account information to maintain customer records.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Consulted with outside parties to resolve discrepancies and create expert solutions.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Responded to customer requests for products, services and company information.
• Cultivated customer loyalty, promoted repeat business and improved sales.
• Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
• Answered customer telephone calls promptly to avoid on-hold wait times.

I took inbound chats from customers needing assistance with their new apple credit cards

Road side assistance dispatcher

*effectively located customers and dispatched out help for their disabled vehicles

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Collected and analyzed customer information to prepare product or service reports.
• Recorded account information to open new customer accounts.

• Manually dial households utilizing a keypad while following specific dialing guidelines.
• Persuade respondents to participate in Nielsen surveys and diaries.
• Listen to and accurately capture respondent answers over the phone.
• Follow strict guidelines for obtaining consistent unbiased data.
• Deliver complex verbatim scripts for 90% of survey.
• Maintain participant's engagement throughout survey.
• Maintain a high level of patience and professionalism.

• Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;.
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;.
• Gather customer's information and determine the issue by evaluating and analyzing the symptoms;.
• Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;.
• Research required information using available resources;.
• Follow standard processes and procedures;.
• Identify and escalate priority issues per Client specifications;.
• Redirect problems to appropriate resource;.
• Accurately process and record call transactions using a computer and designated tracking software;.
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business;.
• Organize ideas and communicate oral messages appropriate to listeners and situations;.
• Follow up and make scheduled call backs to customers where necessary;.
• Stay current with system information, changes and updates.