Shimiracle Patterson
Montgomery,AL
Summary
Results-oriented Customer Service Representative with a track record of building strong customer relationships and loyalty through effective communication. Demonstrates excellent verbal and written communication skills to interact effectively with customers. Proven ability to meet daily customer service quotas with a focus on quality. Proficient in Microsoft Outlook and Excel for accurate data entry and documentation. Skilled in active listening, critical thinking, and problem-solving to provide exceptional customer support and complaint resolution.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Jack Henry
05.2022 - Current
- Developed strong customer relationships and loyalty through effective communication.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Updated and maintained database with accurate customer information and timely data entry.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
- Met daily customer service quotas with a focus on quality.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Provided account information to customers and explained bill service policies and customer rights.
- Processed orders and detailed transaction information to customers.
- Logged details of customer service calls in computer system following correct protocols.
- Monitored daily performance metrics such as call volume, wait times, resolution times.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Complied with corporate and regulatory policies regarding information confidentiality and privacy.
- Collaborated with colleagues to develop strategies for increasing customer loyalty and retention rates.
- Remote
Customer Support Specialist
AON
07.2015 - 04.2022
- Compiled detailed reports on all customer interactions using CRM software tools such as Salesforce and Zendesk.
- Efficiently identified customer needs through active listening and questioning techniques.
- Utilized strong organizational skills to manage multiple tasks simultaneously while maintaining accuracy of work product.
- Collaborated closely with other departments on issue resolution within established service level agreements.
- Leveraged creative thinking abilities to generate innovative solutions for challenging customer requests.
- Provided assistance with account setup and maintenance activities including password resets and profile updates.
- Trained new team members on systems processes and procedures related to customer service.
- Performed quality assurance checks on deliverables prior to release ensuring accuracy of output.
- Researched complex issues for resolution by leveraging internal resources and external vendors as needed.
- Assisted customers in navigating website features and functions ensuring a seamless user experience.
- Identified trends in customer feedback data that could be used to improve overall product experience.
- Implemented best practices for troubleshooting hardware and software related problems.
- Monitored social media channels for potential incoming queries from customers.
- Maintained confidentiality of customer data in accordance with applicable laws and regulations.
- Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
- Diagnosed complex network problems by gathering information from multiple sources.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
- Referred major hardware and software problems and defective products to vendors and technicians for service.
- Regarded computer software and hardware operation resolved problems.
- Remote
Education
High School Diploma - undefined
Harra High School
05.2014
Skills
- Customer Service
- Active Listening
- Critical Thinking
- Problem-solving abilities
- Customer Relations
- Call center experience
- Product Knowledge
- Complaint resolution
- Microsoft Outlook
- Microsoft Excel
- Payment Processing
- Conflict Resolution
- Call Management
- Documentation
- Data Collection
- Administrative Support
- Paperwork Processing
- Technical Support
- Live chat support
- Customer Education
- De-Escalation Techniques
Timeline
Customer Service Representative
Jack Henry
05.2022 - Current
Customer Support Specialist
AON
07.2015 - 04.2022
High School Diploma - undefined
Harra High School
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