Marja Hill
Atlanta,GA
Summary
Enthusiastic and Knowledgeable Customer Service Representative with proven track record of exceeding client expectations. Looking to implement exceptional communication, sales, technical support and organizational skills as a Apple Home Care Representative.
Overview
9
9
years of professional experience
Work History
Chat Support Representative
Georgia Power
05.2020 - 03.2024
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.Properly directed inbound chats queues to improve call flow.
Customer Advocate
Adia
02.2016 - 03.2020
- Achieved proper compliance and accurate executive level reporting.
- Maintain confidentiality.
- Handled government and regulatory communications.
- Updated and maintained several databases
- Conflict Resolution
Customer Care Representative
Urban Lending Solutions
09.2015 - 09.2016
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer inquiries.
- Demonstrated mastery of customer service call script within specified time frames.
- Addressed customer service inquiries in a timely and accurate fashion.Maintained up-to-date records at all times.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
Education
B.A - Psychology
Valdosta State University
Valdosta, GA05.2016
High School Diploma -
Tri- Ciities High School
Atlanta, Ga05.2007
Skills
- Live Chat Software: Live Person
- Type 80 WPM
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Active listening skills
- Courteous
- Accomplished with mobile devices
- Troubleshooting proficiency
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
- Time Management
- Customer service expert
- Telecommunication skills
- Exceptional telephone etiquette
- MS Office proficiency
Accomplishments
Customer Assistance
- Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Customer Service
- Researched, calmed and rapidly resolved client conflicts to prevent loss of businessSales
- Consistently generated additional revenue through skilled sales techniques.
- Managed chat flow with up to 3 consecutive chats in queue.
Skills
- Live Chat Software: Live Person
- Type 80 WPM
- Customer Focused Empathy
- Professional and friendly
- Careful and active listener
- Multi-tasking
- Computer Proficiency
- Creative Problem Solving
- Customer Needs Assessment
- Excellent Grammar
- Internet Research
- Phone and Chat Skills
- Time Management
Timeline
Chat Support Representative
Georgia Power
05.2020 - 03.2024
Customer Advocate
Adia
02.2016 - 03.2020
Customer Care Representative
Urban Lending Solutions
09.2015 - 09.2016
B.A - Psychology
Valdosta State University
High School Diploma -
Tri- Ciities High School