Paul Tibert
LILBURN,GA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Reputable customer service professional brings strong phone speaking skills paired with in-depth knowledge of CRM systems. Offers vast experience connecting customers with products and services. Punctual and responsible individual polished in navigating multiple computer systems and applications.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC
Duluth, GA
04.2023 - 05.2024
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Developed strong relationships with customers by providing personalized assistance and support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Specialist
GEICO
Norcross, GA
12.2021 - 05.2022
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Troubleshot shortages and overages to support quality control efforts.
- Explained benefits, features and recommendations to maximize client retention.
Customer Service Representative
American Airlines
ALPHARETTA, Georgia
12.2019 - 11.2021
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Set up and activated customer accounts.
- Organized client contracts, records and reports to strengthen traceability.
Customer Service Representative
Comcast
LILBURN, GA
01.2017 - 12.2018
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Associate of Arts -
The Art Institute of Atlanta
Atlanta, GASkills
- Report Generation
- Report Creation
- Credit Card Payment Processing
- Data Entry
- Order and Refund Processing
- Customer Data Confidentiality
- Customer Service
- Responding to Difficult Customers
- Creative Problem Solving
- Call Documentation
Languages
English
Professional
Accomplishments
- Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer flow.
- Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.
- Computed Data Reports - Provided required weekly, monthly and quarterly reports listing sales figures and client track records.
- Market Research - Interviewed clients via market research surveys to identify product issues and customer needs.
Affiliations
- National Customer Service Association
- Sales and Marketing Professional Association
- Customer Service Institute of America
- Member, Alumni Association
Certification
- Microsoft Office Specialist (MOS)
- Customer Service Professional Certificate
- Customer Service Representative Certificate
- Advanced Certificate in Business Accounting
Timeline
Customer Service Representative
TTEC
04.2023 - 05.2024
Customer Service Specialist
GEICO
12.2021 - 05.2022
Customer Service Representative
American Airlines
12.2019 - 11.2021
Customer Service Representative
Comcast
01.2017 - 12.2018
Associate of Arts -
The Art Institute of Atlanta
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