LaSaunya Ward

• Responds to calls, emails, and chats from customers who may have questions

• Assists with website or application related issues.

• Answers questions regarding products or services the customers have.

• Documents customer interactions in the client system thoroughly, using proper spelling, grammar and punctuation.

• Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.

• Transfers data from documents into the client's systems.

• Researched and rapidly resolved client conflicts to maintain key accounts.
• Maintained and managed customer files and databases.
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
• Followed up with customers regularly via phone and email to obtain payments and schedule services.
• Reduced average call time 100% with optimal call control and proper use of internal knowledge bases.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Facilitated inter-departmental communication to effectively provide customer support.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Responded proactively and positively to rapid change.
• Investigated and resolved customer inquiries and complaints quickly.
• Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.

• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Maintained excellent attendance record, consistently arriving to work on time.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement.
• Conducted research, gathered information from multiple sources and presented results.
• Resolved problems, improved operations and provided exceptional service.
• Developed and maintained courteous and effective working relationships.
• Collaborated with team members to achieve target results.
• Patched software and installed new versions to eliminate security problems and protect data.
• Provided technical support for hardware and software issues.
• Utilized company knowledge bases and software to assist members.
• Utilized problem solving skills to help customers resolve issues on a first call resolution
• Performed other related duties and assignments as required.
• Kept records of customer interactions, transactions, recording details of inquiries, complaints, or comments, as well as actions taken.

• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services and company information.
• Updated account information to maintain customer records.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Recorded actions taken, issues resolved and payment information to effectively manage customer accounts.
• Maintained up-to-date knowledge of product and service changes.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Met customer call guidelines for service levels, handle time and productivity.
• Implemented and developed customer service training processes.
• Responded proactively and positively to rapid change.