Paula Kwende
Henrico,VA
Summary
Technical Support Representative with 2years of experience resolving complex customer service issues in a timely manner by offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
3
3
years of professional experience
Work History
Contact Center Associate
Erie Insurance Group
02.2022 - 12.2023
- Assisted with daily operations in areas including customer service, shipping, and sales.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced team performance by 6% by consistently meeting and exceeding daily departmental goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
Virtual Technical Support Advisor
Dominion Hospital
11.2020 - 01.2022
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Troubleshot hardware issues and worked with service providers to facilitate repairs.
- Displayed calm conflict resolution and strong interpersonal skills with all customer interactions.
- Researched issues on various applications to resolve complaints and answer inquiries.
- Referred difficult issues to upper management and IT team while maintaining positive rapport with customers.
- Informed customers about issue resolution progress.
Education
Bachelor of Science - Criminal Justice
University of Maryland Global Campus
Adelphi, United States05.2019
Skills
- Troubleshooting proficiency
- Providing assistance and guidance to customers
- Exceptional telephone etiquette
- Accomplished with mobile devices
- Passionate and excited about innovative technology
- Problem-solving abilities
- Work from home experience
- Customer Service
- Product Troubleshooting
- Demonstrate high level professionalism
- Ability to type 30wpm and navigate multiple apps
- Verbal and written communication skills
Accomplishments
- Maintained a customer satisfaction rating of 10% or higher through effective communication, timely resolution of issues, and proactive support strategies.
- Decreased average response time to customer inquiries by 4%, improving overall customer satisfaction and retention rates.
- Received recognition for outstanding performance in technical customer support, highlighting dedication and commitment to customer satisfaction.
- Collaborated with product development teams (IT) to identify and address recurring technical issues, resulting in 16% decrease in product bugs and customer complaints.
Skills
Customer satisfaction, Customer Service, Work from Home, Ability to type 30+wpm, Microsoft Suite, JIRA, Professional
Timeline
Contact Center Associate
Erie Insurance Group
02.2022 - 12.2023
Virtual Technical Support Advisor
Dominion Hospital
11.2020 - 01.2022
Bachelor of Science - Criminal Justice
University of Maryland Global Campus
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