Orlandasia Morton
Greenville,SC
Summary
Adept at transforming customer challenges into satisfaction, my tenure at Spectrum honed my negotiation skills and technical support expertise. Specializing in CRM and active listening, I've significantly contributed to maintaining industry-leading service ratings, leveraging a blend of empathy and technical acumen to enhance customer relationships and loyalty.
Overview
6
6
years of professional experience
Work History
Senior Customer Service Representative
Swift Transportation
10.2022 - Current
- Assisting staff with resolving complex customer issues and implementing targeted solutions. Cross-trained in multiple departments to process customer service requests via phone support, email support, or live chat when needed. Documenting customer correspondence in CRM to track requests, problems, and solutions was another key responsibility, ensuring effective communication and follow-up. Additionally, properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services, fostering stronger customer relationships and satisfaction.
Customer Service Resolution Specialist
Spectrum
11.2020 - 09.2022
- Contributed to the business's achievement and maintenance of industry-leading customer service ratings. Assistance was provided in analyzing complaints, issues, and grievances, forwarding them to designated departments for investigation and response. Strong communication and negotiation skills were employed to keep revenue streams alive, and refunds were offered as a last resort to maintain customer satisfaction. Additionally,effectively managed a high volume of inbound and outbound customer calls, ensuring a responsive and proactive approach to addressing customer needs and concerns.
Technical Support Representative
Sitel
03.2019 - 11.2020
- Technical support was provided to over 300 customers, aiding in the resolution of their technical issues, as well as assisting them in setting up and troubleshooting hardware and software systems. Maintaining customer satisfaction was prioritized through the provision of timely and accurate solutions to their inquiries. Additionally, customer complaints were promptly addressed and resolved, ensuring customer loyalty through the delivery of excellent customer service.
Education
High School Diploma -
Greenwood High School
Greenwood, SC06-2019
Skills
● Excellent Customer Service
● Oral & Written Communication
● Multi-tasking Abilities
● Inbound & Outbound Calls
● Issue & Complaint Resolution
● Data Entry & Maintenance
● Windows 10&11
● Bullhorn
● Chat
● Empathy
● Salesforce
● CRM
● Active Listening Skills
● Microsoft Office Suite Expertise
● Technical Support Expertise
● Customer Interaction Skills
● Call Center Operations
● Work Task Prioritization
● Google Suite
● Front Desk Applications
● Peoplesoft/Peoplenet
● Positive Attitude
● Payroll
● AESOP
Timeline
Senior Customer Service Representative
Swift Transportation
10.2022 - Current
Customer Service Resolution Specialist
Spectrum
11.2020 - 09.2022
Technical Support Representative
Sitel
03.2019 - 11.2020
High School Diploma -
Greenwood High School
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