Michelle Jones
Atlanta,GA
Summary
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.
Overview
5
5
years of professional experience
Work History
Technical Support Call Center Representative
Nest Home Security
09.2020 - 08.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Translated complex technical issues into digestible language for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
Customer Retention Specialist
Sutherland Global
08.2019 - 09.2021
- Developed new strategies for customer retention activities.
- Developed product demonstrations and presentations for customers.
- Adhered to appropriate legal scripting when required.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted available products and services to customers during service, account management, and order calls.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Call Center Customer Service Representative
Survey Sampling International
06.2018 - 08.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained and managed customer files and databases.
- Detailed payment options and explained price, receipt and billing details to customers.
Education
High School Diploma -
Chaffey High School
Ontario, CA06.1999
Skills
- Application Installation
- User Experience
- File Management Software
- Account Management
- Linux Programming and Administration
- Ethernet and Firewall Proficient
- Java Full Stack
- Issue Troubleshooting
- Software Diagnosis
- Wide Area Networks
- Desktop Support
- System Performance Assessments
- Customer Service Expertise
- Data Recovery
- MS Office Proficiency
- Customer Support Needs Assessment
- Reading Comprehension
- Complaint Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Technical Support Call Center Representative
Nest Home Security
09.2020 - 08.2023
Customer Retention Specialist
Sutherland Global
08.2019 - 09.2021
Call Center Customer Service Representative
Survey Sampling International
06.2018 - 08.2019
High School Diploma -
Chaffey High School
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