Summary
Overview
Work History
Skills
Timeline
BusinessAnalyst

MORGAN RICHARDSON

Customer support specialist
Stone Mountain,GA

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience

Work History

Customer Support Specialist

Genpact
02.2023 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

Customer Support Specialist/Project Manager

Roadie
05.2018 - Current
  • Ability to engage in performance-related discussions with solution-oriented, mentorship-guided approach
  • Ability to manage complex projects and multi-task with ease
  • Collaborates with team members from various departments, including Account Management and Marketing, to complete assigned tasks
  • Expert-level knowledge of Roadie process tools, including Zen Desk, Confluence, and internal CRM
  • Manages non-standard delivery situations with professionalism, empathy, and urgency
  • Proactively monitors active deliveries and take corrective actions
  • Provides phone, email, chat and text-based customer support to Roadie customers, partners, users, and other community members
  • Responded to customer requests for products, services, and company information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Provided primary customer support to internal and external customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Client Order Coordinator

Essilor Contacts
07.2016 - 05.2018
  • Created/Maintained Customer Resolution Report and spreadsheets
  • Distributed and sorted incoming mail
  • Maintained multi-line phone system with 30-100 daily calls
  • Organized/Updated Customer Records
  • Prepared outgoing mail
  • Problem Solved customer issues with prescriptions
  • Reviewed/Assisted with customer credits/refunds
  • Utilized FedEx Ship Manager, USPS online and UPS for mail management .
  • Contacted customers to collect payments and verify or add to existing information, consistently providing timely, accurate and customer-oriented service.
  • Assisted in forecasting and ordering stock for upcoming sales and promotions to avoid running out of high-demand items.
  • Examined orders to confirm accuracy, completeness and adherence to customer requirements.
  • Processed and handled customer complaints, answering questions and providing alternative solutions.
  • Generated invoices and shipping labels to properly bill and ship customer orders.
  • Recommended merchandise and services that would meet customer needs.
  • Monitored and tracked inventory to achieve prompt order fulfillment.
  • Provided regular updates to customers regarding orders to maintain transparency and customer trust.
  • Utilized customer service software to accurately enter customer data, process orders and update customer records.
  • Developed and implemented strategies to increase efficiency in order processing.
  • Communicated with customers to verify information, fill out appropriate paperwork and carry out specified requests.
  • Informed customers by mail or telephone of order information such as unit prices, shipping dates and anticipated delays.
  • Liaised with suppliers and vendors for prompt delivery of orders.
  • Maximized customer satisfaction by checking outgoing documents and shipment labels for accuracy and conformance to outlined customer requirements and preferences.

Order Coordinator/Manager

All Thing American
12.2015 - 07.2016
  • Sales Representatives
  • Processed and provided solutions for customer complaints
  • Provided Invoice Assistance, as needed
  • Launched quality assurance practices for each phase of development
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Accomplished multiple tasks within established timeframes.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Defined clear targets and objectives and communicated to other team members.
  • Developed and maintained relationships with customers and suppliers through account development.

Customer Service and Data

Donnelly Communications
11.2014 - 12.2015
  • Assisted Customers with technical and account issues
  • Call Center Operator with 50-200 daily calls
  • Performed record updates to customer files
  • Process and ship orders using postal services
  • Sales Support and Customer Order Fulfillment
  • Investigated and resolved accounting, service and delivery concerns.
  • Sorted and processed incoming reports before putting data into processing software.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Skills

  • Analytical skills
  • Business communication
  • Customer service excellence
  • Effective leader
  • Mail distribution
  • Project Management
  • Relationship building and management
  • SYSTEMS/APPLICATIONS
  • Calendly
  • Confluence
  • Google Suite
  • MS Office Suite
  • Slack
  • Oracle Dice
  • Focal Points UPS/FedEx Shipping
  • Adobe Acrobat
  • ZenDesk
  • Zoom
  • Informational Materials
  • Order Management Systems
  • Maintaining Quality Assurance Standards
  • Tracking Packages
  • Order Monitoring
  • Customer Relationship Management
  • Complex Problem-Solving
  • Coaching and Mentoring
  • Teamwork and Collaboration
  • Data Entry

Timeline

Customer Support Specialist

Genpact
02.2023 - Current

Customer Support Specialist/Project Manager

Roadie
05.2018 - Current

Client Order Coordinator

Essilor Contacts
07.2016 - 05.2018

Order Coordinator/Manager

All Thing American
12.2015 - 07.2016

Customer Service and Data

Donnelly Communications
11.2014 - 12.2015

Similar Profiles

CREATE PROFILE
MORGAN RICHARDSONCustomer support specialist