Sonya Dixon
Whitesburg,KY
Summary
Proven problem-solver and customer service expert, I excelled at Concentrix by enhancing customer loyalty and resolving complex technical issues at SYKES. With a knack for active listening and efficient call management, I significantly improved user experiences and satisfaction. My adeptness in conflict resolution and technical support showcases my ability to deliver results and exceed expectations. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Concentrix
06.2023 - 12.2023
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Managed approximately 60 incoming calls per day as a UHC Medicare and Retirement Advocate
- Provided exceptional Member service to all members making sure that they were at ease under all circumstances
Technical Support Representative
SYKES
04.2022 - 09.2023
- 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.
- Received approximately 70 inbound Intuit QBO tech support calls per day, all while making sure customer was at ease with the decision of choosing the product
Education
No Degree - Health Administration
University of Phoenix Online Campus
Tempe, AZ02.2013
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Call center experience
- Conflict Resolution
- Payment Processing
- Scheduling
- Follow-up skills
- Call Management
- Research
- Order Fulfillment
Timeline
Customer Service Representative
Concentrix
06.2023 - 12.2023
Technical Support Representative
SYKES
04.2022 - 09.2023
No Degree - Health Administration
University of Phoenix Online Campus
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