Tyra Williams
Albany,GA
Summary
Accomplished Technical Support Representative with a proven track record at Teleperformance, adept in complaint resolution and Microsoft Excel. Demonstrated ability to enhance customer satisfaction and loyalty through effective problem-solving and professional telephone demeanor. Skilled in transforming high-stress situations into positive customer experiences, with a focus on detailed documentation and follow-up.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Remote Customer Service Representative
Abacus Service Corporation
02.2023 - 09.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
REMOTE DATA ENTRY
DESTINY 4 YOU STAFFING AGENCY
03.2021 - 01.2023
- Completed data entry tasks with accuracy and efficiency.
- Followed established procedures to enter and process data correctly.
- Organized, sorted, and checked input data against original documents.
- Scanned documents and saved in database to keep records of essential organizational information.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Sorted documents and maintained organized filing process.
- Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
Technical Support Representative
Teleperformance
04.2017 - 01.2021
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Managed high levels of call flow and responded to technical support needs.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Education
High School Diploma -
TERRELL COUNTY HIGH SCHOOL
DAWSON.GA06-1988
Skills
- Call center experience
- Microsoft Excel
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Documentation
Timeline
Remote Customer Service Representative
Abacus Service Corporation
02.2023 - 09.2024
REMOTE DATA ENTRY
DESTINY 4 YOU STAFFING AGENCY
03.2021 - 01.2023
Technical Support Representative
Teleperformance
04.2017 - 01.2021
High School Diploma -
TERRELL COUNTY HIGH SCHOOL
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