CATRICE GRAHAM
Lawrenceville,Ga
Summary
Personable and dedicated Customer Service Representative with extensive experience in the helpdesk industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Product Support Associate
Thomson Reuters Corporation
Remote
07.2022 - Current
- Assisted customers with product inquiries and troubleshooting by providing technical support via phone, email, and chat.
- Provided detailed descriptions of products to customers based on their individual needs.
- Maintained accurate records of customer interactions and transactions for future reference.
- Implemented best practices for handling escalated customer complaints quickly and effectively.
Home Healthcare Specialist
Guardian
Alpharetta, GA
05.2017 - 04.2021
- Improved client nutrition by carefully monitoring and preparing specialized diets
- Enhanced wellbeing of individual clients with personalized support for social, mental, and physical needs
- Helped home-bound individuals maintain dignity by assisting with personal hygiene and care needs
- Assisted clients with taking medication on time by arranging schedules and reminders
- Maintained clean home environment, changing linens, washing laundry and cleaning spaces
- Accompanied clients to doctors' offices or other trips, providing transportation, assistance, and companionship
- Massaged patients and applied preparations or treatments such as liniment, alcohol rubs, or heat-lamp stimulation
- Managed well-organized schedule of rest, activity and social needs
- Insurance verification
- Validated company's health coverage regarding customers concerns.
Rental Reservation Representative
Enterprise Rent A Car
Remote
01.2015 - 04.2017
- Fast paced, independent work from home position
- Quote, answer questions and book rental reservations
- Responsible for answering inbound calls from clients inquiring about rental car reservations.
Senior Customer Service Representative
Verizon Wireless
Alpharetta, GA
11.2010 - 01.2015
- Experienced customer service representative with excellent written and oral communication skills with the ability to handle multiple calls in a high productive environment
- Consistently provide excellent top-quality customer service experience
- Evaluate customer concerns and resolve problems to customer satisfaction
- Troubleshoot and resolve complex billing, Technical Issues, Global support, Telesales, and customer complaints
- Maintain 100% First Call Resolution and Customer Experience
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Keep records of customer's interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Generated revenue through the sales of accessories, add-on equipment, and device upgrades.
Senior Contract Specialist
LXE Inc
Norcross, GA
04.2002 - 11.2010
- Data entry, copy/file documents, maintain customer contracts, process contracts for equipment service, emailing, inbound/outbound calls from customers, process purchase orders, maintain of serial numbers, and critique reports
- Assisted sales and tech support agents with their customer's contracts
- Assigned repair authorization numbers and technical support request ID numbers, ensuring calls answered in timely manner
- Ensured regular revenue flow by generating monthly invoices.
Education
Treadwell High School
Skills
- Data Entry
- Expert in Microsoft (Excel, PowerPoint, Word, Office)
- Active Listening Skills
- Excellent Communication Skills
- Creative Problem Solving Skills
- Customer Service Skills
- Medical charting
- Schedule management
- Medication organization
- Medication administration
- Typing
Accomplishments
- Promoted from Assembly Employee to Inventory Clerk, Customer Service, and Contract Specialist within a period of seven years.
- Awarded stock and received a star award for a job well done in Customer Service.
- Promoted from Customer Service Representative to Senior Customer Representative within a 6 months period. Received several outstanding awards for Star Performance.
- Received 2012 3rd Quarter Director's Club Member (Top 10 in the call center).
- Received Shining Star Awards for number one up selling in organization.
Timeline
Product Support Associate
Thomson Reuters Corporation
07.2022 - Current
Home Healthcare Specialist
Guardian
05.2017 - 04.2021
Rental Reservation Representative
Enterprise Rent A Car
01.2015 - 04.2017
Senior Customer Service Representative
Verizon Wireless
11.2010 - 01.2015
Senior Contract Specialist
LXE Inc
04.2002 - 11.2010
Treadwell High School
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