Tawanda Blanding
Sumter,SC
Summary
Hardworking employee with Technical support /Customer service skills, multitasking and time management abilities. Successfully works as part of team and individually to reach personal and business goals also . Devoted to giving every customer a positive and 5 star experience.
Overview
7
7
years of professional experience
Work History
Customer Service Representative/Technical Support Representative
Vip Desk Connect - Remote
Alexandria , VA
03.2023 - 05.2024
- Provided support to customers, addressing technical issues through email, live chat and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Served as first point of contact for incoming technical service calls and emails.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Luxury Customer Service Representative/Technical Support Representative
TTEC - Remote
06.2022 - 02.2023
- Answered order placement calls from customer accounts, more than 45% of calls per day
- Notified appropriate departments of products and service failure complaint down 40% in 90-day period
- Assisted customers with warm and professional attitude
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Representative
ResultsCX - Remote
11.2021 - 04.2022
- Grew existing customer accounts by 29% through exceptional customer service and effective sales techniques
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Supported customers with online billing, access and account issues.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Insurance Customer Service Representative
HGS - Remote
05.2020 - 11.2021
- Answered insurance-related questions and discussed product offerings with prospective customers to meet unique needs.
- Advised members of coverage in their policy and adjust claim to process as policy guidelines
- Processed payments for policyholders, answer any general questions regarding their policy
- Gathered information from caller to send them to appropriate company for quotes
- Role included but not limited to outbound calls, appointment scheduling, document preparation, insurance reviews, collected payments.
- Fostered strong relationships with current and prospective clients to maintain client retention.
Custodian/Janitor
CW Resources - Sumter, SC
05.2017 - 10.2021
- Managed cleaning products, supply inventory and equipment to meet use demands
- Completed routine preventive upkeep on interior spaces
- Minimized spread of infectious diseases using strict sanitation protocols
- Minimized trash buildup with daily attention to every receptacle
- Cleaned trash and polished furniture and fixtures.
Education
High school diploma -
Cornerstone University - Townsend, GA
05.2021
Skills
- Microsoft Word
- JIRA
- Excellent multitasking abilities
- Technical Support
- Systems Analysis
- Information Protection
- Software Installation
- Application support
- Data Recovery
- Hardware diagnostics
- User Support
- Call Center Operations
- Issue Troubleshooting
- Technical Troubleshooting
Timeline
Customer Service Representative/Technical Support Representative
Vip Desk Connect - Remote
03.2023 - 05.2024
Luxury Customer Service Representative/Technical Support Representative
TTEC - Remote
06.2022 - 02.2023
Customer Service Representative
ResultsCX - Remote
11.2021 - 04.2022
Insurance Customer Service Representative
HGS - Remote
05.2020 - 11.2021
Custodian/Janitor
CW Resources - Sumter, SC
05.2017 - 10.2021
High school diploma -
Cornerstone University - Townsend, GA
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