Mercedez Henson
Jackson,Mississippi
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Sagility
12.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
Technical Support Representative
Teleperformance USA
02.2021 - 12.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Developed expertise in various software applications and hardware devices to address diverse customer needs effectively.
- Streamlined internal processes by creating custom templates for documentation purposes, increasing efficiency across the team.
Customer Service Representative
Optum
01.2020 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Education
High School Diploma -
Jim Hill High School
Jackson, MS08.2018
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Customer Focus
- Building rapport
- Live chat support
Certification
- [Area of certification] Training - [Timeframe]
Languages
English
Full Professional
Timeline
Customer Service Representative
Sagility
12.2023 - Current
Technical Support Representative
Teleperformance USA
02.2021 - 12.2023
Customer Service Representative
Optum
01.2020 - 01.2022
High School Diploma -
Jim Hill High School