Mckenzie Chambers
DeLand,Florida
Summary
Highly skilled Chat Support Representative with notable experience in customer service and technical support. Possess strong problem-solving skills, adaptability to evolving technologies, and ability to handle high-volume inquiries while maintaining customer satisfaction. Previous work has demonstrated a significant impact on improving customer retention through effective communication and prompt resolution of issues. Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
6
6
years of professional experience
Work History
Virtual Tech Support
TTEC
Deland, FL
10.2023 - 07.2024
- Troubleshot, tested, and diagnosed software and hardware issues on computers used by teens during events.
- Provided technical support to customers in selecting the right club specifications based on their individual needs.
- Resolved customer issues related to telecom services by providing technical support over phone or email.
- Provided technical support when needed in order to ensure smooth operations.
- Monitored online chats for any potential spam or inappropriate content from users.
- Updated knowledge base regularly based on latest industry trends and changes in products.
- Responded to customer inquiries regarding product features, usage, warranty information.
- Provided timely, accurate and professional customer service to all clients.
- Assisted customers with technical issues on a wide range of products and services via live chat.
Virtual Customer Service Representative
TTEC
Deland, Florida
07.2020 - 10.2023
- Monitored chat queues for incoming requests from customers requiring assistance.
- Developed an understanding of customer needs by actively listening during conversations.
- Suggested alternative solutions when unable to resolve the issue at hand.
- Identified potential opportunities to improve customer experience by suggesting additional products or services.
- Provided technical assistance to customers through online chat or telephone support.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Participated in ongoing training sessions regarding new products and updates to existing ones.
- Performed quality assurance checks on completed tickets to ensure accuracy of information provided to customers.
- Reported any potential problems or bugs encountered while providing support.
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Promoted available products and services to customers during service, account management and order calls.
Virtual Customer Service Representative
Carnival Cruise Lines
DeLand, FL
02.2018 - 07.2020
- Reported any potential problems or bugs encountered while providing support.
- Followed established protocols for escalation of unresolved customer issues to appropriate personnel.
- Maintained up-to-date knowledge of company's products, services, and policies.
- Identified opportunities for process improvements based on trends in customer feedback.
- Conducted follow-up calls and chats with customers after resolving their inquiry.
- Participated in ongoing training sessions regarding new products and updates to existing ones.
- Assisted customers in navigating website and troubleshooting issues with products or services.
Education
High School Diploma -
Eustis High School
Eustis, FL05-2015
Skills
- Quality Control
- Customer Service
- Online Chat Support
- Reliable and punctual
- Reliable team worker
- Strong attention to detail
- Data Entry
- Complaint Handling
- Service Upselling
- Conflict Mediation
- Critical Thinking
- Active Listening
- Quality Assurance Controls
- Multi-Task Management
- High-energy attitude
- Technical Support
- Help Desk Support
- Multitasking
- Problem-solving aptitude
- Excellent Communication
- Advanced typing
Timeline
Virtual Tech Support
TTEC
10.2023 - 07.2024
Virtual Customer Service Representative
TTEC
07.2020 - 10.2023
Virtual Customer Service Representative
Carnival Cruise Lines
02.2018 - 07.2020
High School Diploma -
Eustis High School