Nancy Cundiff
HAMPTON,VA
Summary
Dedicated customer service professional with a strong understanding of service delivery and a track record of successfully managing multiple tasks simultaneously. Committed to building and maintaining professional relationships to drive profitability and achieve business objectives. Aiming to leverage expertise in delivering exceptional customer experiences to contribute to the success of a dynamic organization.
Overview
19
19
years of professional experience
Work History
Customer service Agent
TTEC
02.2024 - 07.2024
- Build rapport with customers
- Use Empathy and patience when needed
- Resolve the majority of issues that I get
Customer service agent
TTEC
10.2019 - 11.2023
- 2 years as Chat agent
- Built Rapport with all customers
- Used Empathy and patience where needed
- Resolved over 90% of my customers order issues on first contact.
Tech Support agent
Ibex
07.2019 - 09.2019
- Resolved over 80% of my customers technical issues on first contact
- Built Rapport with all of customers
- Used Empathy and patience where it was needed.
Fios Technical Support Agent
Verizon Fios
09.2006 - 10.2018
- Resolved over 80% of my customers technical issues on first contact
- Built Rapport with all of customers
- Used Empathy and patience where it was needed.
Quality Assurance Agent
ICT
05.2005 - 09.2006
- Eliminated bad customer experiences by tech support representatives
- Provided constructive feedback to tech support agents
- Built tech support rep confidence by rewarding achievements.
Education
AAS - Computer And Information Sciences And Support Services
Virginia Peninsula Community College
Hampton05.1996
Skills
- Troubleshooting
- Coaching and call monitoring
- Utilizing MS Office on all jobs that I've had as well as learning this application in college
- Information Verification
- Case Management
- Call Control
- Empathetic and genuine
- Live chat support
Timeline
Customer service Agent
TTEC
02.2024 - 07.2024
Customer service agent
TTEC
10.2019 - 11.2023
Tech Support agent
Ibex
07.2019 - 09.2019
Fios Technical Support Agent
Verizon Fios
09.2006 - 10.2018
Quality Assurance Agent
ICT
05.2005 - 09.2006
AAS - Computer And Information Sciences And Support Services
Virginia Peninsula Community College
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