Roxanne Higgins
Remote Customer Service Representative
Lansing,Michigan
Summary
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.
Overview
6
6
years of professional experience
Work History
Live Chat Team Lead
DIGICEL Head Office
Kingston , Jamaica
12.2021 - 08.2022
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Responded to customer requests for products, services and company information.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Held weekly team meetings to inform team members on company news and updates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Remote Customer Service Representative
DIGICEL Head Office
KINGSTON, Jamaica
04.2016 - 08.2022
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Updated account information to maintain customer records.
- Clean designated work area
- Make decision based on policies and past precedents, seeking guidance when necessary
- Process, via computer, all customers requests
- Spot opportunities to provide solutions
- Provides high level, quality service, closely aligned with sales, to enable sales growth
- Utilize multiple (sometimes complex) systems, programs, and monitors in order to research information
Camp Counselor
Wildwood Ranch
Howell, MI
06.2021 - 08.2021
- Worked with children of varying ages, interests, skills, and developmental levels.
- Collaborated with other camp counselors to design fun and enriching learning activities for campers.
- Led groups of children safely through a variety of camp activities.
- Communicated with parents about campers' activities and reported concerns and suggestions to the supervisor.
- Provided clear instruction to activity and program participants to deliver fun and maintain safety.
- Kept athletic and games equipment and facilities organized and maintained.
Education
No Degree - Medical Administrative Assistant
Med Certify
Kentucky06.2023
No Degree - Customer Service Level 2
HEART NTA
Jamaica05.2014
High School Diploma -
Garvey Maceo High School
Clarendon Jm06.2013
Skills
- Inbound and Outbound Calling
- Efficient and Detail-Oriented
- Complaint resolution
- Training development aptitude
- Creative problem solving
- Ability to work independently
- Professional telephone demeanor
- Technical Support
- Strong communication skills
- Administrative support
- Receiving support
- Good listening skills
- Multi-line phone talent
- Retail store support
- Adaptability
- Focus
- Great motivation
- Leadership
- Critical thinking
- Sales expertise
- Order Fulfillment
Timeline
Live Chat Team Lead
DIGICEL Head Office
12.2021 - 08.2022
Camp Counselor
Wildwood Ranch
06.2021 - 08.2021
Remote Customer Service Representative
DIGICEL Head Office
04.2016 - 08.2022
No Degree - Medical Administrative Assistant
Med Certify
No Degree - Customer Service Level 2
HEART NTA
High School Diploma -
Garvey Maceo High School
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