Summary
Overview
Work History
Education
Skills
Certification
Timeline
AdministrativeAssistant

Negina Pugh

Columbia,SC

Summary

Highly productive and efficient Customer Service Support Representative with a resourceful approach. Adept in conflict resolution, technical support, and customer relationship management. Strong communication, empathy, and problem-solving skills to drive customer satisfaction and loyalty. Forward-thinking professional with expertise in resolving product issues and improving productivity through task analysis. Demonstrated track record of increasing customer satisfaction.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Verizon Wireless
Elgin, SC
05.2017 - 10.2023
  • Resolved customer complaints in a professional manner.
  • Processed customer orders accurately and efficiently.
  • Managed customer accounts by tracking order history and payment information.
  • Created training materials for new customer service representatives.
  • Generated monthly performance metrics reports for management review.
  • Advised on optimizing use of company offerings
  • Conducted regular audits of existing processes and procedures for efficiency improvements.
  • Created operational protocols and customer service processes to improve staff performance.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Supported team in navigating complex challenges
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Elevated customer satisfaction ratings by troubleshooting and resolving issues efficiently.
  • Addressed and resolved escalations by directly interacting with customers

Customer Service Support Representative

Verizon Wireless
Elgin, South Carolina
08.2005 - 05.2017
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Promoted available products and services to customers during service, account management and order calls.
  • Resolved customer issues in a timely manner, ensuring customer satisfaction.

Education

Bachelor of Science - Business Administration

University of Mount Olive
Mount Olive, NC
03-2001

Skills

  • Exceptional Customer Service
  • Sales Support
  • Quality Assurance
  • Complaint Handling
  • Incoming Call Management
  • Account Administration
  • Project Coordination
  • Report Preparation
  • Problem-Solving
  • Support Services
  • Relationship Building

Certification

Certification of Office Automation

Timeline

Customer Support Specialist

Verizon Wireless
05.2017 - 10.2023

Customer Service Support Representative

Verizon Wireless
08.2005 - 05.2017

Bachelor of Science - Business Administration

University of Mount Olive

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Negina Pugh