Mickkala Graham
Hope Hull,AL
Summary
Experienced Customer Support Specialist with exceptional problem-solving abilities, demonstrated expertise in technical troubleshooting, and a track record of providing exceptional customer service. Skilled in CRM software and live chat support, with a commitment to resolving customer complaints and ensuring payment processing accuracy. Adept at managing multiple tasks simultaneously while maintaining excellent communication, building positive customer relationships, and delivering outstanding results.
Overview
3
3
years of professional experience
Work History
Customer Support Specialist
AT&T
07.2023 - Current
- Provided assistance with account setup and maintenance activities including password resets and profile updates
- Trained new team members on systems processes and procedures related to customer service
- Established positive relationships with customers by providing timely, courteous service that exceeded expectations
- Provided customer support to clients with technical and non-technical inquiries, utilizing problem solving skills to identify solutions
- Leveraged creative thinking abilities to generate innovative solutions for challenging customer requests
- Developed working knowledge of company products and services to ensure accurate information was provided to customers
- Analyzed call logs, chat transcripts, emails to determine root cause analysis for recurring issues
- Performed quality assurance checks on deliverables prior to release ensuring accuracy of output
- Researched complex issues for resolution by leveraging internal resources and external vendors as needed
- Assisted customers in navigating website features and functions ensuring a seamless user experience
- Created process improvements that increased efficiency in responding to common customer inquiries
- Identified trends in customer feedback data that could be used to improve overall product experience
- Implemented best practices for troubleshooting hardware and software related problems
Sales Representative
Ehealth
09.2021 - 06.2023
- Communicated product features, advantages, and benefits to customers
- Utilized persuasive communication techniques to close deals quickly and efficiently
- Developed and maintained strong customer relationships and networks within designated sales territory
- Remained current on relevant product and industry information to provide up-to-date catalogs and services
- Developed comprehensive proposals for prospective clients based on their needs
- Negotiated contract agreements with clients and suppliers to create mutually beneficial business relationships
- Created promotional materials such as brochures, flyers, posters to advertise products or services offered by the company
- Monitored competitor activity and kept abreast of market conditions
- Utilized a consultative approach when engaging prospects over the phone or during face-to-face meetings
- Analyzed sales data and identified trends in order to maximize revenue growth potential
- Prepared detailed reports for management regarding sales activities, progress and forecasts
- Compiled data to prepare reports and assist with sales forecasting
- Negotiated contracts with vendors to achieve cost savings objectives
- Advised clients regarding accounts, pricing schedules, and financing options
- Handled client deposits and transactions and updated billing information in company databases
- Trained sales team members on company procedures and standards
- Attended scheduled training sessions, department meetings, and company events to build expertise and promote company image
- Analyzed sales data to adjust and improve sales strategies
- Implemented creative marketing strategies to increase brand awareness in the marketplace
Education
HIGH SCHOOL DIPLOMA -
Carver Senior High School
Montgomery, AL06.2020
Skills
- Call center experience
- Technical Troubleshooting
- Appointment Scheduling
- CRM Software
- Live chat support
- Customer Relationship Management (CRM)
- Salesforce
- Customer service excellence
- Complaint Handling
- Payment Processing
- Customer Response
- Ticket management
- Customer Service
- Excellent Communication
- Problem-solving abilities
- Multitasking
Timeline
Customer Support Specialist
AT&T
07.2023 - Current
Sales Representative
Ehealth
09.2021 - 06.2023
HIGH SCHOOL DIPLOMA -
Carver Senior High School