Priscilla Harvey
Chicago,IL
Summary
Goal-oriented and motivated customer support professional with 6+ years of customer service and sales experience. Skilled in resolving customer issues, upselling products, meeting sales objectives, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Experience Associate
Revel Transit
Chicago, IL
01.2021 - 03.2022
- Provided timely and accurate support to 200+ customers via email, chat and phone.
- Tracked customer inquiries using ticketing system software tools.
- Assisted customers with account setup and navigation of online resources.
- Processed customer adjustments to maintain financial accounts.
- Highlighted new products and company promotions during sales pitches.
- Determined charges for services requested and arranged for billing.
- Collaborated with cross-functional teams to develop strategies for enhancing the quality of service delivered to customers.
- Developed an in-depth understanding of the company's products and services to effectively answer customer questions and provide solutions.
- Analyzed customer data and identified trends to improve customer experience.
- Maintained accurate customer records and promptly updated customer information.
Customer Support Team Lead
GrubHub
Chicago, IL
09.2018 - 01.2021
- Provided training, coaching and feedback to team members on customer service skillset development.
- Built and established strong relationships with customers, enabling long-term partnerships.
- Developed comprehensive reports for management regarding sales performance using Salesforce and Google Spreadsheets.
- Communicated product features, advantages, and benefits to customers.
Customer Support Specialist
GrubHub
Chicago, IL
08.2017 - 09.2018
- Compiled detailed reports on all customer interactions using CRM software tools such as Salesforce and Zendesk.
- Utilized strong organizational skills to manage multiple tasks simultaneously while maintaining accuracy of work product.
- Handled 200+ customer interactions via inbound / outbound phone, email, and live chat.
- Implemented best practices for troubleshooting hardware and software related problems.
- Promoted within 12 months due to strong performance and organizational impact.
- Applied proven sales techniques to identify and satisfy customer immediate needs and make suggestions for additional upsells.
Education
Chatham Academy High School
06-2016
Skills
- CRM Software
- Client Advocacy
- Inbound Sales
- Trend Monitoring
- Process Improvement
- Product Education
- Financial Transactions / Adjustments
- Microsoft Office Programs
- Google Programs
Certification
- Foundations of Leadership Certificate 2022
Timeline
Customer Experience Associate
Revel Transit
01.2021 - 03.2022
Customer Support Team Lead
GrubHub
09.2018 - 01.2021
Customer Support Specialist
GrubHub
08.2017 - 09.2018
Chatham Academy High School
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