Hi, I’m
Maryam Schwerdt
Administrative Assistant
South Plainfield,NJ
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
56
years of professional experience
1
Certification
Work History
Verizon
Customer Support Specialist
07.1993 - 10.2021
Job overview
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Leveraged consultative approach to gather customer details and technical data.
- Processed customer service orders promptly to increase customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Worked within task management system to receive, manage and close support requests.
- Assisted in development of system security protocols.
- Recognized escalation needs and connected customers with advanced support staff.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Managed over 50 customer calls per day and increased sales by 10%".
- Gathered and reviewed time reporting and completion information to generate management reports and support team decision-making
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Resolved concerns with products or services to help with retention and drive sales
- Served customer account and technical needs across over 100+ daily calls, consistently meeting productivity and quality targets
- Responded to customer calls and emails to answer questions about products and services
- Tracked customer service cases and updated service software with customer information
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Completed [Number] new orders per day with 10% accuracy and consistently high customer satisfaction scores
VerizonLivingston, NJ
Customer Service Support Specialist
07.1993 - 07.2021
Job overview
- Volunteered at local community organizations, providing assistance with day-to-day operations.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Identified issues, analyzed information and provided solutions to problems.
- Cross-trained and backed up other customer service managers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed over 50 customer calls per day and increased sales by 10%".
Education
Centenary College Hackettstown, NJ
BBA from Business Administration And Management
12.2014
Skills
- Customer Service Excellence
- Staff Training
- Report Transcription
- Customer Needs Assessment
- Quality Assurance
- Online Chat
- Basic IT Support
- Report Preparation
Certification
- Certified , [Company Name] - [Timeframe]
Timeline
Customer Support Specialist
Verizon
07.1993 - 10.2021
Customer Service Support Specialist
Verizon
07.1993 - 07.2021
Centenary College
BBA from Business Administration And Management
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