Latayja Sumbry
Detroit,Michigan
Summary
Proven ability to provide excellent customer service and resolve customer complaints in a timely manner. Possesses strong problem-solving skills and the ability to multitask in a fast-paced environment. Aiming to leverage my abilities to successfully fill the job role.
Overview
7
7
years of professional experience
Work History
Customer Advisor
Best Buy Health
09.2021 - 06.2024
- Responded to a consistent flow of customer interactions, providing support for billing and usage inquiries, service plan or account changes, basic troubleshooting
- Utilized problem-solving techniques to resolve customer issues quickly and effectively
- Explained billing, and upgraded any services and/or devices.
Tier 2 Technical Support Specialist
Consumer Cellular
09.2019 - 07.2021
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Handled customer service issues by providing guidance or escalating for advanced support. Demonstrated advanced product knowledge to solve customer issues.
- Developed a comprehensive understanding of company products and services in order to answer customer inquiries quickly and accurately.
Inbound Call Center Representative
Comcast
09.2017 - 02.2019
- Managed high volumes of inbound and outbound calls in fast-paced environment to build cultivate and establish lucrative client relationships
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Forwarded calls to management if outstanding issue required immediate resolution
- Monitored queues and email to respond to consumers via multiple media formats
- Provided technical assistance on complicated product features or troubleshooting steps
- Identified upselling opportunities through cross-sells of products or services that would benefit the customer
- Assisted customers with product selection and pricing options to ensure they received the best value for their purchase.
Education
High School Diploma -
Pathways Academy
Detroit, MI05.2016
Skills
- Performance goals
- Complaint Handling
- Active Learning
- Computer Skills
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Understanding Customer Needs
Timeline
Customer Advisor
Best Buy Health
09.2021 - 06.2024
Tier 2 Technical Support Specialist
Consumer Cellular
09.2019 - 07.2021
Inbound Call Center Representative
Comcast
09.2017 - 02.2019
High School Diploma -
Pathways Academy
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