Mariah Ewald
Support Management
Gepp,Ar
Summary
To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Secure a responsible career opportunity to fully utilize my training and skills, while making a significant contribution to the success of the company.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Chat Support Representative
Accenture
Remote, AR
12.2022 - 06.2023
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Trained new team members on live chat procedures and customer service protocols.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Researched customer inquiries to provide accurate and up-to-date information.
- Monitored customer conversations and provided timely, knowledgeable assistance.
Advisor/T2 Supervisor
Apple
Remote, AR
04.2017 - 12.2022
- Setting goals for performance and deadlines in ways that comply with company’s plans and vision
- Organizing workflow and ensuring that employees understand their duties or delegated tasks
- Monitoring employee productivity and providing constructive feedback and coaching
- CSR
- Sykes answering customer questions, providing information about products/services, and assisting with easy troubleshooting issues
- Student, Working towards completing degrees to benefit my future and the company
- I career with by acquiring skills that can help in day to day lives along with professional atmospheres
- Monitored customer service operations to confirm compliance with quality standards.
- Promoted customer loyalty programs to increase customer retention and repeat purchases.
- Anticipated responses and prepared clear and articulate answers.
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Improved processes by recommending operational changes.
- Achieved results by working with staff to meet established targets.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Gathered, organized and input information into digital database.
CSR
SYKES
Remote, AR
01.2013 - 03.2014
- Answered constant flow of customer calls with minimal wait times.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Associates - Business Management
University of phoenix
12.2020 - 6 2022
High school diploma - General Studies
Challenger high school
01.2000 - 01.2004
Skills
Interpersonal skillsAdaptabilityTime managementConflict resolutionCooperationMentorship120 WPMWritten and verbal communication
Telephone etiquette
Telephone etiquette
Relationship building
Writing skills
Issue escalation
Customer engagement
Process Management
Customer services
Special projects
Medical terminology knowledge
CRM
Receiving support
Account management
Order fulfillment
Service standard compliance
Multi-line phone talent
Web portals
Team Building
Documentation and reporting
Training and mentoring
Professional telephone demeanor
Timeline
Chat Support Representative
Accenture
12.2022 - 06.2023
Associates - Business Management
University of phoenix
12.2020 - 6 2022
Advisor/T2 Supervisor
Apple
04.2017 - 12.2022
CSR
SYKES
01.2013 - 03.2014
High school diploma - General Studies
Challenger high school
01.2000 - 01.2004