TERESA KING
Birmingham,AL
Summary
Qualified Management with 30 years in fast-paced customer service and call center environments. Personable and professional under pressure. Patient and empathetic Customer Service with extensive background in conflict resolution and customer care. Desires a leader role. Friendly and enthusiastic Customer Service who consistently meets customer service satisfaction goals. Expertise in delivering support services and resolving customer complaints. Trained in Micro Software. Motivated customer service specialist with over 30 years retail experience in a fast-paced, team-based environment. Excellent communicator with 15 years in a demanding call center environment as a Customer Service Representative. Insightful Product Specialist committed to delivering exceptional customer service and helping customers select best choices. Consistently remains in compliance with company guidelines. Reliable, punctual and works cooperatively as part of team.
Overview
17
17
years of professional experience
Work History
Product Specialist
Turbo Tax
Work From Home
11.2018 - Current
- Provided customer service support to answer inquiries about product features, pricing, and availability.
- Gathered data from surveys on customer satisfaction with current products.
- Provided technical expertise in selecting appropriate technologies for developing products.
- Resolved issues that arose during project execution while maintaining quality standards.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Exceeded customer satisfaction by finding creative solutions to problems.
Chat Support Specialist
Turbo Tax
04.2018 - Current
- Assisted customers with technical issues on a wide range of products and services via live chat.
- Provided timely, accurate and professional customer service to all clients.
- Resolved customer inquiries efficiently and effectively within the provided timeframe.
- Handled escalated customer complaints in an appropriate manner.
- Diagnosed problems and offered solutions to customers using troubleshooting techniques.
- Maintained records of customer interactions and transactions accurately in the database system.
- Identified opportunities for improvement in the existing process flow for better efficiency.
- Worked collaboratively with other departments to resolve complex customer queries quickly.
- Informed customers about new products and services as well as updates related to existing ones.
- Utilized various software programs such as CRMs, ticketing systems., to provide support.
- Monitored customer issues to deliver best resolution course, following steps involved for appropriate procedures.
- Walked customers through online demonstrations to support better understanding of product features.
- Answered questions from customers that came in through the company's online chat feature.
Comcast/ Cross Country Home Services
Arise Platform / Independent Contractor
Miramar, FL
06.2016 - Current
- Responded to customer requests via telephone and email
- Entered details such as payments, account information and call logs into the computer system
- Answered customer telephone calls promptly and in an appropriate manner
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Educated customers about the brand to incite excitement about the company's mission and values
- Referred unresolved customer grievances to designated departments for further investigation
- Answered calls by addressing customer inquiries, solving problems and providing new product information
- Coordinated between billing department and customers to resolve problems
- Routinely answered customer questions regarding merchandise and pricing
- Described product to customers and accurately explained details and care of merchandise
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Provided technical support to users by troubleshooting hardware and software issues.
Customer Service ,Post Purchase Support, Geeksquad Agent
TeleTech Holdings Inc.
FL
09.2013 - 11.2016
- Entered details such as payments, account information and call logs into the computer system
- Responded to customer requests via telephone and email
- Responsibility ton handle inbound calls and also did chat and email as well
- Did third party billing
- Worked as a Geek Squad Agent for best buy Tech Support from home.
- Provided customer service to clients through phone and email communication.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Assisted customers with placing orders, answering questions about products, pricing, availability, product uses and credit terms.
- Assisted in the installation of hardware and software components, such as printers, scanners, and other peripherals.
- Configured network settings for computers and connected them to the company's local area network.
- Diagnosed computer problems using diagnostic tests and troubleshooting techniques.
- Performed regular maintenance tasks including disk clean-up, defragmentation, and virus scans.
- Assisted in setting up new user accounts on the company's network server.
- Updated existing documentation regarding IT procedures and processes.
Assistant Manager
Taco Bell
AL
06.2012 - 11.2013
- Handled scheduling duties to ensure that the restaurant was properly staffed at all times
- Interacted with customers as they entered the store to determine what their needs were
- Immediately addressed problems with customers to promote quick and successful resolution
- Managed multiple priorities in a fast-paced environment
- Recruited, interviewed and hired individuals who would bring passion and dedication to the positions at hand
- Created detailed spreadsheets for scheduling and customer profiles to support sales campaigns
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Completed all daily tasks and special assignments with an efficient and quality driven approach
- Supervised and directed all merchandise and shipment processing.
Assistant Manager
Burger King
AL
10.2012 - 07.2013
- Managed multiple priorities in a fast-paced environment
- Encouraged the sales staff to cross-sell complementary products and services to customers
- Recruited, interviewed and hired individuals who would bring passion and dedication to the positions at hand
- Handled scheduling duties to ensure that the restaurant was properly staffed at all times
- Immediately addressed problems with customers to promote quick and successful resolution.
Business Owner
Teresa's Cafe
Calera, AL
09.2007 - 01.2008
- Monitored processes and procedures, making sure that they met all compliance regulations
- Provided outstanding coaching to a team of 4 employees, which boosted efficiency throughout the company
- Processed cash and credit payments rapidly and accurately
- Monitored cash drawers in multiple checkout stations to ensure adequate cash supply
- Coordinated between billing department and customers to resolve problems
- Verified that all customers received receipts for their purchases
- Answered customer telephone calls promptly and in an appropriate manner
- Strategically scheduled team members to maintain optimal staffing levels at all times
- Supervised and directed all merchandise and shipment processing.
Education
High School Diploma -
Montevallo High School
01.1991
Some College (No Degree) -
Strayer University
Washington, DCSkills
- Quick learner
- Multi-line phone talent
- Call center transactions
- Claims investigation and research
- Shipping and receiving professional
- Personable
- Computer literate
- Excellent work ethic
- Stocking
- Skilled problem solver
- Exceptional time management skills
- Customer-oriented
- Detail-oriented
- Cash handling and management
- Planning and organization
- Creative problem solver
- Strong client relations
- MS Windows proficient
- Credit card processing
- Cash flow management
- Customer expectations management
- Natural leader
- Technical Documentation
- Product Issue Resolution
- Issue Resolution
- Outstanding Interpersonal Skills
- Customer Service Expertise
- Customer Relations
- Verbal And Written Communication
- Cross-Functional Collaboration
- Client Assistance
- New Product Support
- Remote desktop services and support
- Desktop and Laptop Computers
- Helpdesk assistance
- Microsoft Office
- MS Office
- Analytical and Critical Thinking
- Microsoft Word
- Troubleshooting
- Flexible and Adaptable
- Attention to Detail
- Leadership
- Task Prioritization
- Research
- Collaboration
- Decision-Making
- Basic Math
- Customer Service
- Supervision and leadership
- Cultural Awareness
- Critical Thinking
References
References available upon request.
Timeline
Product Specialist
Turbo Tax
11.2018 - Current
Chat Support Specialist
Turbo Tax
04.2018 - Current
Comcast/ Cross Country Home Services
Arise Platform / Independent Contractor
06.2016 - Current
Customer Service ,Post Purchase Support, Geeksquad Agent
TeleTech Holdings Inc.
09.2013 - 11.2016
Assistant Manager
Burger King
10.2012 - 07.2013
Assistant Manager
Taco Bell
06.2012 - 11.2013
Business Owner
Teresa's Cafe
09.2007 - 01.2008
High School Diploma -
Montevallo High School
Some College (No Degree) -
Strayer University
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