Shaiann Lewis
Mobile
Summary
Talented Technical Support Representative with a strong understanding of the needs of business and home users. Experienced in troubleshooting and providing desktop support on Windows, Linux, and Mac systems. Proven ability to quickly resolve problems on the first call. Dedicated Customer Service professional with knowledge of service delivery and multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Skilled in oral and written communication, active listening, and analytical problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
12
12
years of professional experience
Work History
Technical Support Representative
Kelly Connect
04.2020 - Current
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Streamlined communication between departments by accurately transferring calls and relaying messages in a timely manner.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Increased efficiency by adeptly using a multi-line telephone system while simultaneously logging call details into the database.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Call Center Representative
The Results Company
02.2016 - 04.2020
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer calls and emails to answer questions about products and services.
- Processed debit and credit card and electronic check payments.
- Attended telephone skills and program information training sessions to boost aptitude.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Customer Service Representative
Pilot Catastrophe
05.2013 - 02.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Updated account information to maintain customer records.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Education
High School Diploma -
Wp Davidson High School
Mobile, AL05.2013
Skills
- Customer Service
- Technical Support
- Windows 10
- Remote Support
- Account updating
- Appointment Scheduling
- Call Management
- Paperwork Processing
- Data Entry
- Multi-line phone talent
- Live chat support
- Microsoft Excel
- Call Center Operations
- Active Listening
- Call center experience
- Sales closing
- Complaint resolution
- Call Center Customer Service
- Customer Support
- Verbal and written communication
- Inbound Phone Call Management
- Answering questions
- Call Documentation
- De-Escalation Techniques
- Multitasking
- Calm Under Pressure
- LiveChat Messaging
- Professional Demeanor
Contact
251-533-4052
shaiannl@yahoo.com
Education
Mobile, AL
Timeline
Technical Support Representative
Kelly Connect
04.2020 - Current
Call Center Representative
The Results Company
02.2016 - 04.2020
Customer Service Representative
Pilot Catastrophe
05.2013 - 02.2016
High School Diploma -
Wp Davidson High School
Similar Profiles
Destiny HumphriesDestiny Humphries
Technical Customer Support Representative at Kelly ConnectTechnical Customer Support Representative at Kelly Connect
Ashauna PriceAshauna Price
TECHNICAL SUPPORT REPRESENTATIVE at Kelly ConnectTECHNICAL SUPPORT REPRESENTATIVE at Kelly Connect
KRISTIN ALFORDKRISTIN ALFORD
Technical Support Representative at Kelly ConnectTechnical Support Representative at Kelly Connect