Mary Tomlinson
New Braunfels,TX
Summary
A Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Successful support/customer service specialist with 10+ years of experience addressing customer requests. concerns, sales, technical support, quality assurance, and various issues. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
7
7
years of professional experience
Work History
Recon/Customer Care Specialist II
Best Buy ECC
09.2017 - 04.2024
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved concerns with products or services to help with retention and drive sales.
- Directed customers to appropriate departments for additional support.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Explained charges, fees, terms of sales and service agreements to customers daily.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed billing, service and account issues for Best Buy & Total Tech Support customers.
- Requested escalation for unresolved issues.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Scheduled technician repair appointments at customer request.
- Communicated with customers to assess and address individual needs, providing timely and quality support.
- Maximized customer satisfaction by organizing repairs, replacements and deliveries.
- Took ownership of customers issues to follow problems through to resolution.
Education
Bachelors - Business Management
University of Phoenix
Tempe, AZ01.2009
Skills
- Product & Service support
- Documentation and reporting
- Customer Service Excellence
- Scheduling
- Customer Complaint Resolution
- Product Knowledge
- Billing Inquiries
- Quality Management
- Customer Accounts Management
- New Product Information
- Quality assurance
- Technical Support
- Inbound Customer Service
- First Call resolution
- POS systems expert
- Retail store support
- Order fulfillment
- Complaint resolution
- Sales expertise
- Route dispatch
- Account management
Timeline
Recon/Customer Care Specialist II
Best Buy ECC
09.2017 - 04.2024
Bachelors - Business Management
University of Phoenix