Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Hi, I’m
Qwamaine D. Hall
Education Success Specialist
Dallas ,TX
Summary
Overview
9
years of professional experience
Work History
State Farm
Help Desk Support Specialist
06.2023 - Current
Job overview
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Responded to inquiries by phone, email and walk-up requests.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Brinks Home
Customer Success Help Desk Specialist/ Quality Assurance Analyst
01.2023 - 04.2023
Job overview
- Handle inbound calls from subscribers
- Resolve customer problems to avoid escalation
- Ask probing questions to gather information related to customers who want to cancel
- Interpret coded alarm signals received from customers' monitoring system which include unlawful intrusions, fire, panic, supervisory activity, or two-way voice
- Assist in cancelling the dispatch of authorities to customers' addresses in the event of a false alarm
- Conducted troubleshooting efforts for equipment with customers to strategically resolve program updates as well as product defects/malfunctions
- Handle billing disputes and small collections
- Provide basic alarm system troubleshooting (including performance testing and low batteries) transferring to the correct department if needed
- Process customer requests for yard signs and insurance certificates
- Negotiate pricing for customer add-on equipment
CxloyaltyRichardson, TX
Help Desk Supervisor
05.2022 - 03.2023
Job overview
- Aided escalated callers transferred from the Front-Line Agents
- Documented daily and weekly paperwork as well as scheduling, maintenance
- Created refund requests for cancellations and schedule changes made by the airline
- Utilize daily systems such as Maui, ORXE, World Span, SAP, TRAVcom
- Provided guidance and created regular trainings for those who needed refreshers in certain subject matter related to Travel
- Communicated directly with airline, car rental and hotels to provide the correct resolution to the card member
- Weekly meetings and coaching to help agents meet all metrics provided by the company.
cxLoyalty
Front Line Agent
10.2021 - 04.2022
Job overview
- Provide Assistance to all inbox callers in regards travel points
- Assisted with new bookings regarding flights, car rentals and hotels
- Answering High Volume Phone Calls
- Scheduling, Customer Service
Core-Mark International, Inc
Customer Service Representative
01.2021 - 10.2021
Job overview
- Answering and responding to emails in a timely manner
- Responding to customer questions and complaints
- Walking customers via email through basic troubleshooting or setup processes.
AT&T Communications
DSI/Dispatcher/CSR
09.2019 - 01.2021
Job overview
- Develop intrapersonal skills with a team of 7-15 agents
- Provide 100% knowledge of all products that of the company
- Answer incoming service calls including customer complaints and concerns, Prepare and coordinate daily work schedules
- Generate and dispatch work orders using dispatch software, Communicate effectively with customers, field and office and sales personnel, as well as other departments for successful coordination and follow-up
- Taking inbound calls and also dispatching
- Looked up existing customer accounts
- Assist and consult with a team of 7-15 agents daily
- Monitored and Manage time and stats to ensure team met metric outlined per the company standards and procedures
- Arrived a minimum of 1 hr prior to shift to ensure preparation for the work day
- Report Daily to Supervisor improvements and success on team's accomplishments thusly providing team satisfy goal of superb customer service.
AT&T CommunicationsRichardson, TX
Customer Service Representative
09.2019 - 03.2020
Job overview
- Provided all inbound callers with the correct information as needed
- Provided assistance to clients
- Answered phone and assisted clients with changes
- Created customer appointments
- Maintained up-to-date knowledge of customer accounts
Alorica
Customer Service Representative
04.2018 - 09.2019
Job overview
- Provide great customer service to all inbound and outbound calls
- Demonstrate knowledge of all information in regards to any literature pertaining to the job title
- Be on time
- Be well groomed
- Speak clearly
- Manage large amounts of outbound calls in a timely manner
- Obtain client information by answering telephone calls, verifying information
- Determine eligibility by comparing client information to requirements
- Transfer calls to appropriate place
- Maintain communication equipment by reporting problems
- Answer any questions fully and thoroughly
- Excellent customer service, even to difficult callers
- Problem-solving skills necessary to keep customers and clients satisfied
- Multitasking skills to continue speaking to a customer while searching for information
- Ability to remain calm in stressful situations
- Desire to learn more that can be applied to the job
- Strong work ethic leading to efficient and complete service.
KFC
Customer Service Representative
11.2016 - 03.2018
Job overview
- I made sure that the customer is serviced correctly.
Teleperformance, Inc
Customer Service Representative
09.2014 - 01.2015
Job overview
- Answered inbound call
- Accomplishments
- I was able connect with my other coworkers to create a fun filled environment
- Skills Used
- Knowledgeable of united healthcare information.
Education
National University
University Overview
Currently Enrolled Online Enrollment Verification provided upon request.
Booker T. Washington High School
University Overview
Tuskegee UniversityTuskegee, AL
Bachelor of Science from English Language And Literature
05.2014
University Overview
Skills
- Call Center (7 years)
- Customer Service (7 years)
- Customer Care (7 years)
- CSR (7 years)
- Customer Support (7 years)
- Schedule Appointments (Less than 1 year)
- Troubleshooting (1 year)
- Leadership
- Cold Calling
- Statistics
- Salesforce
- Presentation Skills
- Research
- Event Planning
- Zendesk
- Management
- Medical terminology
- Typing
- Analysis skills
- Technical support
- Dispatching
- Project Management
- Employee Orientation
- Help Desk
- Medical billing
- Conflict management
- Supervising experience
- Upselling
- Windows
- Data collection
- Human resources
- Computer Networking
- SAP (2 years)
- Databases
- Remote Access Software
- VPN
- Desktop Support
- Operating Systems
- Management (8 years)
- Program Promotion
- Technical Presentations
- Problem Description
- Software and Hardware Assistance
- Knowledge Base
- User Feedback
- Report Creation
- Service Ticket Tracking
- Critical Thinking
- Customer Education
- Help Desk Support
- Reading Comprehension
- Cisco Jabber
- Computer Hardware Knowledge
- Step Instructions
- Customer Inquiries
- Training Junior Team Members
- Information Updates
- Case Support
- Organizational Skills
- User Experience
- Administrative Duties
- Microsoft Windows and Office
- Microsoft Certification
- Service Desk Team Management
- Analytical and Methodical
- Workforce Planning
- Software Evaluation
- Account Management
- Business Development Understanding
- Staff Training
- Customer Relations
- Senior Leadership Support
- Microsoft Word
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There are two types of people who will tell you that you cannot make a difference in this world: those who are afraid to try and those who are afraid you will succeed.
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceHealthcare benefitsPersonal development programsWork from home optionPaid time off401k matchPaid sick leaveCertification
- Microsoft Office Specialist (MOS) – Microsoft Office 365 and Office 2019 - Microsoft.
- Microsoft Certified, Windows 10 (MD-100) - Microsoft.
- ServiceNow Certified System Administrator – ServiceNow.
- First Aid Certification
- CompTIA Certification
- Microsoft Office Specialist (MOS) Certification
- CPR/AED Certification
Accomplishments
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 12-17 staff members.
- Documented and resolved account and billing inquires that which led to the customer becoming more proficient with self help options.
- Documented and resolved a vast number of minor to major technical software and hardware issues which led to the primary source of the caller concern which empowered the customer to be more aware of the issue and to gain a sense of independency when using purchased products.
- Collaborated with team of 12-17 in the development of Project Educate Empowerment which highlighted and provided a more hands on approach with each individual agent to better assist and evolve their empathy, knowledge of products and be prepared for whatever customer inquiry that may arise on the call.
Timeline
Help Desk Support Specialist
State Farm
06.2023 - Current
Customer Success Help Desk Specialist/ Quality Assurance Analyst
Brinks Home
01.2023 - 04.2023
Help Desk Supervisor
Cxloyalty
05.2022 - 03.2023
Front Line Agent
cxLoyalty
10.2021 - 04.2022
Customer Service Representative
Core-Mark International, Inc
01.2021 - 10.2021
DSI/Dispatcher/CSR
AT&T Communications
09.2019 - 01.2021
Customer Service Representative
AT&T Communications
09.2019 - 03.2020
Customer Service Representative
Alorica
04.2018 - 09.2019
Customer Service Representative
KFC
11.2016 - 03.2018
Customer Service Representative
Teleperformance, Inc
09.2014 - 01.2015
National University
Booker T. Washington High School
Tuskegee University
Bachelor of Science from English Language And Literature
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