Summary
Work History
Overview
Education
Certification
Timeline
Hi, I’m

Rashawn Woods

1908 Mytrlewood Dr,TX

Summary

Professional in customer support, equipped to handle inquiries and resolve issues efficiently. Skilled in communication, problem-solving, and time management. Proven ability to collaborate effectively within teams and adapt to changing demands. Known for strong commitment to achieving results and ensuring customer satisfaction.

Professional in virtual customer service with proven track record of enhancing customer experiences through effective solutions. Known for strong team collaboration and adaptability to changing needs. Reliable in managing customer interactions and utilizing advanced CRM tools.

Work History

ADT Security

Virtual Customer Service Representative

Job overview

  • Provided exceptional customer support through phone and chat interactions.
  • Resolved technical issues related to security systems efficiently.
  • Assisted customers with account inquiries, ensuring accurate information delivery.
  • Adapted quickly to new software tools for ticket management and communication.
  • Documented customer interactions in CRM system for future reference and analysis.
  • Collaborated with team members to improve response times and service quality.
  • Educated customers on product features, enhancing user experience and satisfaction.
  • Monitored customer feedback to identify areas for service improvement and training needs.
  • Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
  • Collaborated with team members, sharing best practices for handling challenging situations effectively.
  • Handled escalated issues skillfully, de-escalating situations and finding resolutions that satisfied both the customer and the company.
  • Handled high volume of inbound calls and emails, prioritizing tasks effectively to maintain exceptional customer service standards.
  • Provided exceptional customer service by actively listening to concerns and offering tailored solutions.
  • Stayed informed on company policies, product updates, and industry trends to provide accurate information to customers.
  • Participated in training sessions regularly to stay current on company offerings and customer service best practices.
  • Served as a liaison between customers and internal departments, facilitating communication to resolve issues promptly.
  • Mastered various tools and platforms used for virtual support, enhancing overall productivity and effectiveness in assisting customers.
  • Improved customer loyalty with personalized assistance, leading to increased repeat business and positive reviews.
  • Offered constructive feedback based on client experiences which contributed towards improvements in products or services offered.
  • Documented all interactions accurately in CRM systems, maintaining transparency within the organization regarding case status updates.
  • Assisted in training new team members, ensuring uniform standard of service quality.
  • Analyzed customer service metrics to identify areas for improvement, leading to process enhancements.
  • Reduced response times to customer inquiries by optimizing email and chat processes.
  • Enhanced team morale and motivation through recognition of outstanding customer service achievements.
  • Negotiated solutions to customer complaints, preserving relationships and brand reputation.
  • Resolved technical problems for customers, improving product satisfaction and reducing return rates.
  • Improved resolution times with effective troubleshooting and clear communication.
  • Facilitated team meetings to share best practices, elevating overall team performance.
  • Maintained up-to-date knowledge of product changes and updates, ensuring accurate information was provided to customers.
  • Enhanced customer experience by providing timely and empathetic support for inquiries and issues.
  • Conducted detailed product walkthroughs for customers, enhancing understanding and user experience.
  • Utilized feedback from customer surveys to refine service strategies, resulting in higher satisfaction ratings.
  • Managed high call volumes with focus on quality and efficiency, maintaining customer satisfaction.
  • Adapted communication style to match customer needs, ensuring clarity and satisfaction.
  • Offered personalized solutions to customers, fostering loyalty and repeat business.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Investigated and resolved accounting, service and delivery concerns.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed timely and effective replacement of damaged or missing products.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Created and maintained detailed database to develop promotional sales.
  • Cross-trained and backed up other customer service managers.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Assisted customers with inquiries regarding security products and services, ensuring timely responses.
  • Resolved technical issues related to alarm systems, providing effective troubleshooting solutions.
  • Processed service requests and account changes using CRM software, maintaining accurate customer records.
  • Collaborated with team members to improve customer service protocols and enhance user satisfaction.
  • Educated customers on product features and benefits, fostering informed decision-making regarding security solutions.
  • Handled escalated customer complaints with professionalism, focusing on resolution and retention strategies.
  • Managed sensitive information discreetly while adhering strictly to data protection protocols.
  • Streamlined the virtual support process for increased efficiency and improved response times.

Comcast
Naperville, IL

Technical Support Representative
02.2016 - 04.2018

Job overview

  • Resolved technical issues through remote troubleshooting and guided users in software navigation.
  • Provided exceptional customer service by addressing inquiries and ensuring user satisfaction.
  • Documented support interactions in ticketing system to maintain accurate records of customer issues.
  • Collaborated with cross-functional teams to escalate complex issues and enhance resolution processes.
  • Analyzed recurring technical problems to identify trends and recommend improvements for systems or processes.
  • Led initiatives to improve response times, enhancing overall customer experience and operational efficiency.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Provided technical support to customers, resolving issues efficiently and effectively.
  • Assisted in troubleshooting connectivity problems across various devices and platforms.
  • Documented customer interactions and technical resolutions in CRM system for future reference.
  • Collaborated with cross-functional teams to enhance service delivery and customer satisfaction.
  • Educated customers on product features and troubleshooting techniques to improve user experience.

CVS Pharmacy
Buffalo Grove, IL

Benefits Verification Specialist
08.2015 - 02.2016

Job overview

  • Verified patient benefits eligibility through detailed analysis of insurance documentation.
  • Collaborated with healthcare providers to gather necessary information for benefit authorizations.
  • Processed and tracked appeals for denied claims, ensuring timely resolutions.
  • Utilized electronic health record systems to maintain accurate patient information and benefit statuses.
  • Educated patients on coverage options and assisted with inquiries regarding their benefits.
  • Analyzed trends in verification issues to identify areas for process improvement initiatives.
  • Assisted clients with resolving complex benefits issues, improving overall customer satisfaction.
  • Collaborated with healthcare providers to ensure accurate billing and benefit coverage information.
  • Increased accuracy in verifying patient eligibility through diligent cross-checking of multiple databases before finalizing claim submissions.
  • Established positive relationships with insurance carriers, streamlining communication channels when clarifying policy details or negotiating terms on behalf of clients.
  • Maintained up-to-date knowledge on industry regulations, ensuring compliance throughout all benefit verification processes.

Verizon Wireless
Elgin, IL

Customer Care Representative
05.2006 - 04.2015

Job overview

  • Assisted customers with product inquiries and troubleshooting for wireless devices.
  • Resolved billing issues, ensuring accurate account information and customer satisfaction.
  • Utilized CRM software to track customer interactions and streamline service processes.
  • Educated customers on new products, promotions, and service upgrades effectively.
  • Collaborated with team members to improve response times and enhance service quality.
  • Handled high-volume calls while maintaining professionalism and composure under pressure.
  • Conducted follow-up communications to ensure issue resolution and customer loyalty.
  • Participated in training sessions to stay updated on company policies and product offerings.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
  • Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
  • Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Sprint PCS, Mobile Telephone Company
Bolingbrook, IL

Customer Service Representative
07.1999 - 02.2005

Job overview

  • Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
  • Maintained detailed records of customer interactions to ensure follow-up and resolution consistency.
  • Adapted quickly to new software tools for managing customer data and support tickets.
  • Collaborated with team members to enhance service processes and improve response times.
  • Trained new staff on customer service protocols and company policies for seamless onboarding.
  • Developed solutions for recurring customer concerns, improving overall satisfaction ratings.
  • Implemented feedback mechanisms to gather insights for service improvement initiatives.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.

Overview

19
years of professional experience
1
Certification

Education

Carl Schurz High School
Chicago, IL

High School Diploma from General Studies
06.1987

University Overview

Certification

Life Coach

Timeline

Technical Support Representative
Comcast
02.2016 - 04.2018
Benefits Verification Specialist
CVS Pharmacy
08.2015 - 02.2016
Customer Care Representative
Verizon Wireless
05.2006 - 04.2015
Customer Service Representative
Sprint PCS, Mobile Telephone Company
07.1999 - 02.2005
Carl Schurz High School
High School Diploma from General Studies
Virtual Customer Service Representative
ADT Security

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Rashawn Woods