Phidianie Augusme
North Lauderdale,United States
Summary
Customer Service Representative with over a decade of extensive expertise in managing customer relationships and providing technical support. Demonstrates exceptional critical thinking and communication skills, effectively utilizing technical knowledge to enhance customer satisfaction and operational efficiency. Passionate about continuous improvement, consistently refining processes to achieve swift and precise resolutions.
Overview
21
21
years of professional experience
Work History
TIER 2 Technical Support Specialist
SUTHERLAND GLOBAL
ROCHESTER, NEW YORK, REMOTE
02.2021 - Current
- Assisted in the diagnostics and repair of customer issues
- Ensured quality assurance testing equipment was accurately calibrated
- Maintained high standards of professionalism
- Collaborated to enhance diagnostic protocols, improving customer satisfaction
- Implemented new software tools to expedite repair processes and reduce wait times
- Boosted customer resolution satisfaction by refining diagnostic protocols
Customer Service Representative
TELEPERFORMANCE
NORTH LAUDERDALE, FLORIDA, REMOTE
08.2018 - 11.2021
- Utilized analytical skills to diagnose and resolve technical issues, improving service efficiency
- Exhibited supportive and collaborative behavior in team, fostering a positive work environment
- Achieved results-oriented performance by resolving customer issues promptly
- Contributed to company's visionary goals by consistently delivering top-tier customer service
- Enhanced customer retention by providing swift, precise resolutions
Assistant Manager
CHEVRON PETROLEUM
Coral Springs, FL
01.2014 - 08.2018
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
SALES FLOOR REPRESENTATIVE /Customer Service Cashier
Walmart
Lauderdale Lakes, FL
02.2010 - 03.2015
- Greeted customers entering store and responded promptly to customer needs.
- Assisted customers with inquiries and product information to enhance shopping experience.
- Processed customer transactions efficiently using point-of-sale systems.
- Trained new staff on register operation and customer service protocols for improved performance.
- Resolved customer complaints effectively, fostering positive relationships and repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
Data Entry
GLOBAL RESPONSE
North Lauderdale, FL
01.2005 - 08.2008
- Processed high-volume transactions, ensuring data accuracy and reducing errors
- Improved customer satisfaction by effectively resolving complaints
- Streamlined data entry processes, enhancing team productivity
- Embraced new technologies to increase data processing speed
Education
High School Diploma -
Continental Academy
HOLLYWOOD, FLORIDA02-2008
Skills
- Technical Knowledge
- Active Listening
- Problem Solving
- Tenacity
- Customer Relationship Management
- Computer Skills
- Communication
- Typing
- Customer Service
- Multitasking
- Empathy
- Adaptability
- Attention to Detail
- Time Management
- Conflict Resolution
- Critical Thinking
Languages
Creole
Timeline
TIER 2 Technical Support Specialist
SUTHERLAND GLOBAL
02.2021 - Current
Customer Service Representative
TELEPERFORMANCE
08.2018 - 11.2021
Assistant Manager
CHEVRON PETROLEUM
01.2014 - 08.2018
SALES FLOOR REPRESENTATIVE /Customer Service Cashier
Walmart
02.2010 - 03.2015
Data Entry
GLOBAL RESPONSE
01.2005 - 08.2008
High School Diploma -
Continental Academy
Courses
Home Health Aid at Marlene's Training Center