Summary
Overview
Work History
Education
Skills
Software
Timeline
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Tamara Norris

Customer Support Advisor II
Montgomery,AL

Summary

Skilled in building bridges and cementing connections with business and consumer accounts to serve needs, strengthen loyalty and drive competitive growth. Successful at achieving sales objectives with consistency. Service-driven team player with record of providing high-quality support. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.

Overview

4
4
years of post-secondary education
12
12
years of professional experience

Work History

Customer Support Advisor II

Apple
Montgomery, AL
09.2018 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns; Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions; Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services; Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Customer Service Representative

Concentrix
Montgomery, AL
11.2014 - 09.2018
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks; Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges; Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Responded to customer comments and questions via LiveChat during 8-hour shifts.

Chat Advisor

Sutherland Global Services
Montgomery, AL
03.2009 - 09.2014
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs; Cultivated relationships with new customers and maintained good partnerships with existing clients.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates; Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas; Described and explained details about product options to inform customers and guide purchasing decisions.

Education

Bachelor of Science - Physical Education And Coaching

Alabama State University
Montgomery, AL
08.2000 - 08.2004

Skills

Complaint resolution

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Software

Salesforce CRM

Zoom Meeting

G Suite

MS Office Suite

Mac OS, Windows OS

Adobe Suite

Timeline

Customer Support Advisor II

Apple
09.2018 - Current

Customer Service Representative

Concentrix
11.2014 - 09.2018

Chat Advisor

Sutherland Global Services
03.2009 - 09.2014

Bachelor of Science - Physical Education And Coaching

Alabama State University
08.2000 - 08.2004

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Tamara NorrisCustomer Support Advisor II