Maioyshi Ngassa
Houston,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills for 30 years . Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure a position. Ready to help team achieve company goals.
Overview
21
21
years of professional experience
Work History
TCHP-Member Service and Outbound /Inbound Call Center Representative
Texas Children's
09.2014 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone 800 calls average per month.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and provided backup support for organizational leadership.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Lead Customer Care Rep- Technical Support
Verizon Wireless
08.2002 - 08.2012
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Created and maintained detailed database to develop promotional sales.
- Resolved concerns with products or services to help with retention and drive sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Logged call information and solutions provided into internal database.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- 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, Managed over 50 customer calls per day. Increased sales by 10%".
Skills
- Accuracy and precision, Team collaboration
- Patience and empathy, High-Volume Call Centers
- Performance Metrics, Appointment Scheduling
- Documentation and Reporting, Adaptability and Flexibility
- Problem Solving, Training and Development skills as needed
- Attention to detail, Excellent communication
- Calm Under Pressure, Multitasking capabilities
- Customer service orientation, Active listening
- Organizational Skills, Time Management
Timeline
TCHP-Member Service and Outbound /Inbound Call Center Representative
Texas Children's
09.2014 - Current
Lead Customer Care Rep- Technical Support
Verizon Wireless
08.2002 - 08.2012