Salesforce CRM
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
Sales expertise
Report preparation
Order fulfillment
Excellent listening skills
Customer technical support
Relationship management
Business development
Administrative support
Software
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