Customer Support
Raina Egbert
White Lake,MI
Summary
Compassionate Case Manager accustomed to treating diverse customer needs while managing dynamic conditions. Collaborative professional possessing excellent clinical knowledge and judgment combined with strong documentation and problem-solving abilities. Well-versed in managing emergent cases with poise.
Overview
20
20
1
1
Technical Support
Work History
Regional Case Manager
Volkswagen of America, Inc
Auburn Hills, MI
12.2021 - 06.2023
- Answered inbound calls, chats and emails to facilitate customer service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Representative/Order Entry Specialist
Leoni Robotics
Lake Orion, MI
06.2021 - 11.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Upheld quality control policies and procedures to increase customer satisfaction.
Customer Service Representative/Tech Support
Tesla
White Lake, MI
01.2021 - 06.2021
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Supported customers with online billing, access and account issues.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Developed and maintained strong relations with customers to meet quality expectations.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Used remote login tools to assist clients with technical and product questions.
Customer Service Representative/Seller Support Agent
Grainger Industrial Supply
Tempe, AZ
11.2017 - 02.2020
- Processed orders and entered into SalesForce and CRM programs for tracking, maintaining, monitoring and reporting.
- Fielded incoming calls and emails from customers and sales representatives and verified clear and complete communication among involved parties.
- Mastered company sales and order management processes, becoming go-to expert in company, answering questions from various personnel levels.
- Consulted with management and personnel to educate on QA standards.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Contributed to business growth by confirming customer satisfaction with service and quality.
Education
Grand Canyon University College of Science, Engineering and Technology
CareerTrack: How to Become a Great Communicator -
Skills
- Windows 11
- QuickBooks
- Microsoft Access
- SalesForce and CRM proficient
- SOE and SAP proficient
- Typing 45 WPM
- Remote work
- Team Player
- Self-Motivated
- Customer Focused
- Time Management
- Organized and Efficient
- Conflict Resolution
- Chat and Email experience
- Attention to Detail
- Strong problem-solving and analytical skills
- With confidential information skills
- Decision Making
- Relationship Building
- Documentation and Reporting
- Client Advocacy
- Case Management Tracking
- Case Needs Assessment
- Verbal and Written Communication
- Organization and Multitasking
- Positive Attitude
- Email and Telephone Etiquette
- Data Entry and Analysis
- MS Office
- Quality Assurance Controls
- Calm Under Pressure
- Problem-Solving
- Cross-Functional Collaboration
- Remote Technical Assistance
- Remote Desktop Services and Support
- Troubleshooting and Diagnosing
- Technical Instruction
- Application Installations
- Customer Service
- Software diagnosis
- Desktop support
- Technical Support
- Technical documents comprehension
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Timeline
Regional Case Manager
Volkswagen of America, Inc
12.2021 - 06.2023
Customer Service Representative/Order Entry Specialist
Leoni Robotics
06.2021 - 11.2021
Customer Service Representative/Tech Support
Tesla
01.2021 - 06.2021
Customer Service Representative/Seller Support Agent
Grainger Industrial Supply
11.2017 - 02.2020
Grand Canyon University College of Science, Engineering and Technology
CareerTrack: How to Become a Great Communicator -
Similar Profiles
James ReeveyJames Reevey
Team Lead at Volkswagen of America, IncTeam Lead at Volkswagen of America, Inc
Randolph BeckRandolph Beck
Human Resource at Volkswagen of America, IncHuman Resource at Volkswagen of America, Inc
Jack FeelyJack Feely
Business Improvement Manager at Volkswagen Of America, IncBusiness Improvement Manager at Volkswagen Of America, Inc
Bowen SparksBowen Sparks
Crew Leader at Sam Sparks ConstructionCrew Leader at Sam Sparks Construction
Magdaline LotsisMagdaline Lotsis
Physical Therapy Aide at Ivy Rehab Physical TherapyPhysical Therapy Aide at Ivy Rehab Physical Therapy