Tenika Clarke

• Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
• Contributed to the development of internal training materials, boosting team efficiency in assisting customers more effectively.
• Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
• Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation.
• Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.
• Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
• Managed approximately 70 incoming calls per day from customers.

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• 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.
• Used ticketing systems to manage and process support actions and requests.

• Researched and resolved billing discrepancies to enable accurate billing.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Worked with multiple departments to check proper billing information.
• Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
• Enhanced customer satisfaction with timely and accurate invoice generation.

• 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.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Developed strong relationships with clients through excellent customer service and regular followups.
• Assisted call-in customers with questions and orders.
• Explained features and advantages of HVAC products or services to promote sales.
• Boosted referral rates by cultivating positive relationships with satisfied customers who were eager to recommend our products/services to others.
• Negotiated contracts with prospective clients, helping to secure long-term business partnerships.
• Expanded client base by diligently prospecting new leads and effectively presenting product offerings.