Summary
Overview
Work History
Education
Skills
Timeline
Generic

Petergay Norman

Orlando,FL

Summary

Proven in enhancing customer satisfaction and exceeding performance targets, I leveraged CRM software and active listening at Asurion to resolve complex issues, achieving high customer loyalty. My background in technical troubleshooting and creative issue resolution, combined with a professional demeanor, consistently drives positive outcomes and business growth. Experienced with providing high-quality customer support across various channels. Utilizes strong problem-solving skills to address and resolve customer inquiries efficiently. Track record of excellent communication and maintaining positive customer relationships.

Overview

18
18
years of professional experience

Work History

Customer Support Specialist

Asurion
01.2021 - 04.2024
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Service Representative

Spectrum Retention
04.2018 - 12.2021
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Service Representative

Teleperformance
09.2010 - 07.2017
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Collection Customer Service Representative

Oxford Management
01.2006 - 09.2010
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Maximized recovery rates by implementing innovative collection techniques that balanced customer needs with company goals.
  • Exceeded monthly targets for both individual collections results and team performance consistently, demonstrating a strong commitment to achieving organizational goals.

Education

High School Diploma -

Centennial High
1485 Sw Cashmere Blvd Port St Lucie , Fl 34986
05.2005

Skills

  • CRM Software
  • Call center experience
  • Technical Troubleshooting
  • Payment Processing
  • Customer service excellence
  • Problem-Solving
  • Active Listening
  • Creative Issue Resolution
  • Highly Professional

Timeline

Customer Support Specialist

Asurion
01.2021 - 04.2024

Customer Service Representative

Spectrum Retention
04.2018 - 12.2021

Customer Service Representative

Teleperformance
09.2010 - 07.2017

Collection Customer Service Representative

Oxford Management
01.2006 - 09.2010

High School Diploma -

Centennial High

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Petergay Norman