Nedrah Eaddy
Nesmith,SC
Summary
Adaptable technical support specialist skilled in diagnosing software and hardware issues. Effective communicator dedicated to team collaboration and customer empathy, contributing to high-volume support environments and ensuring timely issue resolution.
Overview
25
25
years of professional experience
Work History
Technical Customer Service Representative
Concentrix
Greenville, SC
09.2023 - 04.2026
- Delivered technical support to customers via phone, ensuring efficient issue resolution.
- Diagnosed software and hardware issues to provide accurate guidance.
- Educated customers on product features and troubleshooting techniques.
- Collaborated with team members to resolve complex technical inquiries swiftly.
- Maintained knowledge of Concentrix products to deliver accurate support information.
- Responded to customer inquiries regarding system functionality and usage.
- Assessed customer requirements and provided appropriate solutions.
- Tracked progress on open cases and escalated complex issues to expedite resolution.
- Resolved customer inquiries in a timely manner, ensuring customer satisfaction.
- Adhered to established policies and procedures related to customer service operations.
- Managed high-volume inbound calls for customer inquiries and support.
- Resolved customer issues with empathy and effective communication skills.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative
Sykes Enterprises, Incorporated
Kingstree, South Carolina
04.2014 - 08.2018
- Resolved escalated complaints to restore customer satisfaction through empathy and effective problem-solving. with empathy and effective problem-solving skills.
- Managed high-volume calls while maintaining professional communication standards.
- Engaged customers to understand needs and provide tailored solutions for issues and product inquiries.
- Assisted customers with inquiries and resolved issues efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained up-to-date knowledge of products and services offered by the company.
- Developed strong customer relationships to encourage repeat business.
- Identified and recommended additional products or services that aligned with customer needs for enhanced value.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Collaborated with team members to improve customer service processes.
- Documented customer interactions in the company's CRM system accurately.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged customers with probing questions to accurately assess service needs. to determine service needs and accurately input information into electronic systems.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Production Worker
House of Raeford
Nesmith, South Carolina
10.2010 - 02.2012
- Operated machinery for meat processing and packaging tasks efficiently.
- Inspected product quality prior to packaging and shipment.
- Followed standard operating procedures for handling raw materials and finished goods.
- Collaborated with coworkers to meet daily production goals promptly.
- Attached identification labels to finished packaged items or stamped lot number and shipping destination information on containers.
- Maintained cleanliness of work area to ensure safety and hygiene standards.
Packer
Tupperware
Hemingway, South Carolina
05.2009 - 09.2010
- Packed and labeled products for shipping, ensuring accuracy and timely delivery.
- Ensured accurate labeling of boxes and crates to support efficient shipping operations.
- Collaborated with team members to streamline packing processes, enhancing workflow efficiency.
- Sealed containers or materials using glues, fasteners and tape.
- Maintained clean and organized workstations to promote safety.
- Assisted in the assembly line operations.
Asistant Manager
World Finance Corporation
Lake City, SC
01.2001 - 12.2005
- Processed customer payments accurately and efficiently using payment processing systems.
- Assisted clients with account inquiries and resolved payment-related issues promptly.
- Provided excellent customer service to ensure satisfaction with payment services.
- Educated customers on payment options and company policies to enhance understanding.
- Generated detailed reports on daily, weekly, and monthly payment activities.
- Managed customer inquiries and resolved issues with empathy and professionalism.
- Delivered high levels of customer service to facilitate smooth processes.
- Provided customer service support throughout the entire process from application through closing.
- Evaluated loan applications for creditworthiness and risk assessment.
- Reviewed loan agreements to confirm completeness and accuracy.
- Recommended loan approvals and denials based on customer loan application reviews.
- Collected past due loans, keeping credit and collateral exceptions within policy ranges.
Education
High School Diploma -
Hemingway High School
Hemingway, SC05-1999
Skills
- Technical support
- CRM management
- CRM software
- Customer relationship management
- Software troubleshooting
- Troubleshooting
- Issue resolution
- Remote support
- Call center operations
- Multitasking
- Multitasking prioritization
- Problem solving
- Team collaboration
- Effective communication
- Active listening
- Interpersonal skills
- Empathy in service
- Customer empathy
- System support
- System support
Timeline
Technical Customer Service Representative
Concentrix
09.2023 - 04.2026
Customer Service Representative
Sykes Enterprises, Incorporated
04.2014 - 08.2018
Production Worker
House of Raeford
10.2010 - 02.2012
Packer
Tupperware
05.2009 - 09.2010
Asistant Manager
World Finance Corporation
01.2001 - 12.2005
High School Diploma -
Hemingway High School