LuSonya Goodson
Chicago,IL
Summary
Dynamic Customer/Product Support Specialist with a proven track record as an Independent Contractor, enhancing customer satisfaction through effective problem-solving and exceptional communication. Skilled in CRM software (Salesforce) and Escalation Management, I consistently deliver timely resolutions, fostering loyalty and trust among clients. Committed to driving results and improving support processes.
Overview
12
12
years of professional experience
Work History
Product Support Specialist
B2B2C Client: TurboTax
Remote
02.2012 - 07.2024
- Assisted customers with product inquiries, improving overall satisfaction levels.
- Resolved software and hardware issues promptly and effectively.
- Boosted customer satisfaction through reliable and timely product assistance.
- Guided clients during critical situations by maintaining composure and focus on quick resolutions.
- Provided expert troubleshooting for customer inquiries, ensuring optimal product functionality.
- Delivered timely technical assistance across various platforms, enhancing user satisfaction.
Customer Support Specialist
B2B2C Clients: - TurboTax, Barnes & Noble
Remote
02.2012 - 07.2024
- Provided timely support to customers via phone, email, and chat channels.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Documented customer interactions in CRM systems for future reference.
- Assisted in training new team members on support processes and tools.
- Resolved customer inquiries through various communication channels, ensuring timely and effective support.
- Analyzed customer feedback to enhance service delivery and improve overall client satisfaction.
- Leveraged CRM systems to track interactions, ensuring accurate documentation and follow-up on customer issues.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
Education
Bachelor's of Music - Music Education
Roosevelt University
Chicago, ILSkills
- Remote Product Support
- Telephone support
- Escalation management
- CRM software experience (Salesforce)
- Customer service
- Microsoft windows and office
- Problem-solving abilities
- Excellent communication
- Active listening
- Great attention to details
Accomplishments
*Served as a Tier2 Supervisor/ SME (*Subject Matter Expert) & Fraud Team Specialist during Normal & Peak Seasons, for Intuit TurboTax as well as Barnes & Noble
Timeline
Product Support Specialist
B2B2C Client: TurboTax
02.2012 - 07.2024
Customer Support Specialist
B2B2C Clients: - TurboTax, Barnes & Noble
02.2012 - 07.2024
Bachelor's of Music - Music Education
Roosevelt University