Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mergenie Jean

Boynton Beach

Summary

Experienced customer service representative seeking to obtain a position that will enable me to use my strong organizational and leadership skills and to become an asset at your company.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving.

Overview

21
21
years of professional experience

Work History

Onboarding/customer service specialist

Omma
05.2022 - Current
  • Provide a best-in-class customer experience and frontline troubleshooting and Customer Care in Ooma's tiered support model, while satisfying the customers' needs.
  • Go the extra mile to follow up with customers, ensuring issues are resolved and customers are satisfied in a timely manner.
  • Diagnose network, router or connectivity issues to help improve Quality of Service for calls.
  • Apply troubleshooting techniques to resolve VOIP problems by utilizing CRM tools and reviewing logs.
  • Monitor telecommunication services that include our carriers, our telephony servers, etc.
  • Provide root cause analysis of new issues and provide detailed analysis for our engineering teams.
  • Provide customer updates on status of open issues or confirmation when issues are resolved.
  • Apply expert knowledge of Ooma's services, VOIP technology and networking hardware and software.
  • Identify bugs and possible service impairments based on call trends and customer feedback.
  • Test newly fixed bugs prior to deployment by the engineering team.

Debt settlement/Customer service Representative

THE PROCESSING OFFICE
06.2018 - 04.2021
  • Contact creditors, collection agencies and attorney offices in order to negotiate on clients behalf for a reduced settlement on delinquent or charged off accounts.
  • Work assigned queue of client in order to achieve goals and objectives.
  • Answer large volume of clients questions or concerns in a professional manner through incoming and outgoing calls.
  • Frequently check in with clients to confirm their satisfaction or services provided.
  • Receiving and processing client’s payments

Field Tech Manager

TECH SERVICE TODAY
05.2014 - 02.2018
  • Schedule, dispatch and recruit IT network and telecom technicians for client service calls
  • Manage field technicians and update clients on progress, completion and/or related issues
  • Assist in keeping dispatch team accountable for their daily tasks
  • Review work order tickets and assign to technician with appropriate skills and tools
  • Provide remote tech support to on-site field technicians
  • Document all field related activity and status updates in appropriate client files

Vendor Administration Lead/Team Lead

SYNERGY TECHNICAL SOLUTIONS
03.2009 - 05.2014
  • Provide support to all vendor field teams
  • Responsible for disseminating policies to team members as discussed after meetings
  • Resolve escalated problem issues that arise in the operation of the organization
  • Ensure quality customer service is provided to all vendors and end users
  • Responsible for follow up on all high level problem escalation issues and problem solving
  • Manage multiple client accounts and prepare service update reports
  • Train and coordinate a team of experienced vendor analysts

Financial Advisor/Customer Service Representative

EXPRESS CONSOLIDATION
04.2004 - 10.2008
  • Provide sound financial counseling to indebted clients
  • Facilitate debt payment negotiations for clients
  • Properly document all information pertaining to clients and financial accounts
  • Resolve problem issues that arise in the operation of the organization (irate customers)

Education

Associate of Science - UltraSound Technology

ATI College of Health
Miami, FL
05.2006

Skills

  • Familiarity with Microsoft Office Suite and customer support systems
  • Strong time management skills (prioritize tasks efficiently and meet deadlines)
  • Bi-Lingual (fluency in Haitian-Creole)
  • CPR Certification
  • Teams
  • Complaint resolution
  • Price quotes
  • Customer relationship management (CRM)
  • Customer relations

Languages

Haitian Creole
Native or Bilingual

Timeline

Onboarding/customer service specialist

Omma
05.2022 - Current

Debt settlement/Customer service Representative

THE PROCESSING OFFICE
06.2018 - 04.2021

Field Tech Manager

TECH SERVICE TODAY
05.2014 - 02.2018

Vendor Administration Lead/Team Lead

SYNERGY TECHNICAL SOLUTIONS
03.2009 - 05.2014

Financial Advisor/Customer Service Representative

EXPRESS CONSOLIDATION
04.2004 - 10.2008

Associate of Science - UltraSound Technology

ATI College of Health

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