KASSIDY WILRIDGE
Summary
Dedicated Customer Service and Technical Support professional with over 12 years of experience in delivering exceptional customer assistance, resolving technical issues, and enhancing customer engagement through live chat and direct interactions. Adept at troubleshooting, multi-channel communication, and improving service processes to drive customer satisfaction. Proven ability to handle high-volume interactions efficiently and contribute to operational excellence in remote and hybrid environments.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist (Hybrid)
Cencora
07.2019 - Current
- Provided front-line customer support, managing inquiries and concerns with professionalism and empathy.
- Maintained and continuously improved a self-service knowledge base, empowering customers, and reducing support requests.
- Collaborated with team members to optimize processes, enhancing call handling times, and overall service efficiency.
- Gathered and acted on frequent customer feedback, implementing changes to improve satisfaction and loyalty.
- Achieved the highest team performance ratings for exceptional customer care and prompt issue resolutions.
- Reduced support ticket volume by enhancing self-service options and improving the accessibility of the knowledge base for customers.
Customer Service Specialist (Remote)
Group O
01.2017 - 06.2019
- Provided effective order processing and customer support through accurate and timely resolution of customer inquiries and issues.
- Provided high volume inbound and outbound call handling, resolving inquiries effectively and efficiently while achieving a 96% customer satisfaction rate.
- Processed 99% of service requests within the first contact, reducing escalations and improving workflow efficiency.
- Worked with internal teams to resolve customer issues, improve processes, and elevate overall service effectiveness.
- Kept record of customer interactions and updated customer accounts using CRM tools, ensuring smooth follow-up.
- Worked closely with new team members to train them on best practices and help them develop into high-performing team members.
- Known for exceeding performance targets and developing customer loyalty through superior service.
- Implemented a customized troubleshooting guide, resulting in a decrease in average handling time and increased agent productivity.
Tier 1 Technical Support Specialist
Teleperformace
08.2014 - 12.2016
- Diagnosed and resolved technical issues related to products, accounts, and online services.
- Guided customers with troubleshooting steps, which decreased escalations to Tier 2 by 30%.
- Created documentation for common technical issues and their solutions, leading to increased efficiency of the support team.
- Assisted in software updates and account configurations, ensuring seamless functionality.
- Collaborated cross-functionally with IT teams to troubleshoot complex issues, and coordinate service improvement measures.
Customer Service Representative
Concentrix
01.2012 - 07.2014
- Provided timely, accurate, and personalized support to customers over the phone, email, and in-person.
- Established solid relationships with customers by understanding their needs and providing customized solutions.
- Consistently achieved or exceeded performance targets in key areas such as response time and issue resolution.
- Considered a point of contact between customers and internal teams to deliver end-to-end service.
- Contributed significantly to reducing customer retention rate by utilizing strong problem-solving and communication skills.
Education
High School Diploma -
Crowley High School
Skills
- Customer Service Excellence
- Live Chat & Email Support
- Technical Troubleshooting
- Problem Resolution
- CRM & Ticketing Systems
- Multitasking & Time Management
- Written & Verbal Communication
- Microsoft Excel
- Microsoft Word
- Google Workspace
- Zendesk
- Slack
- Typing proficiency
- Team Collaboration
- Process Improvement
- Conflict Resolution
- Service Optimization
- Training & Onboarding
- Data Analysis for Support Trends
- Customer Retention Strategies
Education and Training
other
Timeline
Customer Service Specialist (Hybrid)
Cencora
07.2019 - Current
Customer Service Specialist (Remote)
Group O
01.2017 - 06.2019
Tier 1 Technical Support Specialist
Teleperformace
08.2014 - 12.2016
Customer Service Representative
Concentrix
01.2012 - 07.2014
High School Diploma -
Crowley High School