Melverlina Joseph
Hattiesburg,MS
Summary
Dynamic Customer Support Specialist with a proven track record at Ferguson Enterprises LLC, excelling in resolving complex software and hardware issues. Leveraged critical thinking and empathy to exceed customer satisfaction, seamlessly integrating CRM software and remote support tools. Skilled in telecommunications and known for exceptional time management, consistently delivering solutions that enhance customer experience.
Overview
24
24
years of professional experience
Work History
Customer Support Specialist
Ferguson Enterprises LLC
Newport News, VA
05.2022 - Current
- Resolved user issues related to computer software and hardware.
- Addressed customer issues on initial contact.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service Representative
TelePerformance
Salt Lake City, UT
02.2001 - 07.2001
- Received inbound calls from customers wanting information on various products and services.
- Responsible for all customer inquiries, provided excellent customer service, troubleshoot equipment and system problems, exercised retention efforts when appropriate
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
High School Diploma -
Taylorsville High School
Taylorsville, UTSkills
- Clerical
- Time management
- Telecommunications
- Critical thinking
- Judgment and decision-making
- Active listening
- Data entry
- Typing 45 WPM
- Remote support tools
- CRM software
- Salesforce
- Empathy and patience
References
References available upon request.
Timeline
Customer Support Specialist
Ferguson Enterprises LLC
05.2022 - Current
Customer Service Representative
TelePerformance
02.2001 - 07.2001
High School Diploma -
Taylorsville High School
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