Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Rejai Dropthmore

Gonzales,LA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

3
3
years of professional experience

Work History

Customer Service

Walmart
05.2023 - Current

Technical Support Representative

TEKsystems
06.2021 - 10.2023
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • 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.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Implemented feedback from customers to improve overall quality of support services provided by the team.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Boosted team morale and efficiency, organizing regular training sessions on latest tech trends.
  • Maintained high levels of customer satisfaction, consistently exceeding departmental goals.
  • Played key role in project that significantly reduced system downtime for major clients.
  • Developed user-friendly guides for common issues, reducing volume of support tickets.
  • Reduced call handling time, implementing efficient diagnostic protocols.
  • Facilitated smoother software updates for customers, minimizing disruption and complaints.

Healthcare Customer Service Representative

Teleperformance
06.2022 - 05.2023

Education

High School Diploma -

St. Amant High School
05.2023

Skills

  • Data Collection
  • Product Knowledge
  • Management
  • Problem solving

Languages

English
Full Professional

Timeline

Customer Service

Walmart
05.2023 - Current

Healthcare Customer Service Representative

Teleperformance
06.2022 - 05.2023

Technical Support Representative

TEKsystems
06.2021 - 10.2023

High School Diploma -

St. Amant High School

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Rejai Dropthmore