LaQuana Matthews
Mont Belvieu,TX
Summary
Friendly and dependable IT and customer service professional with over 10 years of experience supporting customers in call center and remote environments. Skilled in technical troubleshooting, resolving customer concerns, navigating compute systems, and providing clear and effective support. Strong communicator with excellent problem-solving, multitasking, and time-management skills. Adaptable, reliable, and committed to delivering exceptional customer service while resolving technical issues efficiently.
Overview
17
17
years of professional experience
Work History
Customer Service & Account Representative
Bread Financial
Remote, Tx
03.2016 - Current
- Provide exceptional customer service and technical support to customers by phone and online channels.
- Assist customers with billing inquiries, account questions, payments, balances, and transaction concerns.
- Resolve customer issues through effective troubleshooting, problem-solving, and account research.
- Support customers with website, system, login, and technical issues while explaining clear step-by-step instructions.
- Promote relevant products and services by identifying customer needs and providing personalized solutions.
- Process payments, reviewed account information, and explained billing statements, fees, and account activity.
- Utilize multiple computer systems and customer relationship management (CRM) tools to access accounts, documentinteractions, and resolve concerns.
- Maintain secure customer records and documented resolution in accordance with company policies.
- De-escalate difficult customer situations while remaining professional, empathetic, and a positive customer experience.
- Met customer service, quality, productivity,sales, and performance goals in a fast-paced call center environment.
- Provide confidential customer information and followed security verification and compliance procedures.
- Exceed complex technical billing, account, and product security procedures as appropriate to the department when necessary.
Help Desk Support Specialist
Netfor Inc
Remote, Tx
03.2013 - 03.2016
- Provided friendly technical support to customers and users.
- Troubleshoot computer, software, connectivity issues.
- Assisted customers with Microsoft Word andExcel.
- Responded to support requests by phone, email, and chat.
- Documented technical issues and solutions accurately.
- Guided users through step-by-steptroubleshooting.
- Resolved issues or escalated complex problems when needed.
- Maintained professional communication and excellent customer service.
Customer Support Representative
Alorica
Beaumont, TX Remote
01.2010 - 03.2013
- Provided friendly and professional customer support by phone and written channels.
- Assisted customers with account questions, concerns, and technical issues.
- Troubleshoot basic computer, software, and connectivity problems.
- Used Microsoft Word and Excel to document customer information and update records.
- Navigated multiple computer systems and applications while assisting customers.
- Resolved customer issues efficiently while maintaining a positive and helpful attitude.
- Escalated complex technical issues when necessary and followed up to ensure customer satisfaction.
- Maintained accurate records and protected customer information.
Skills
- Technical Support
- Customer Service
- Help Desk Support
- Internet Support
- Technical Troubleshooting
- Computer Systems
- Problem Solving
- Call Center Operations
- CRM Systems
- Issue Resolution
- Customer Relations
- Data Entry
- Documentation
- Conflict Resolution
- Multitasking
- Time Management
- Communication
- Team Collaboration
- Attention to Detail
Timeline
Customer Service & Account Representative
Bread Financial
03.2016 - Current
Help Desk Support Specialist
Netfor Inc
03.2013 - 03.2016
Customer Support Representative
Alorica
01.2010 - 03.2013