Summary
Overview
Work History
Education
Skills
Timeline
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Tewanna Canterbury

Loganville,GA

Summary

Dynamic Chat Support Representative with extensive experience in delivering exceptional customer service and technical support. Recognized for strong problem-solving abilities and adaptability to rapidly changing technologies, consistently managing high-volume inquiries while ensuring optimal customer satisfaction. Achievements include enhancing customer retention rates through effective communication and prompt issue resolution.

Overview

10
10
years of professional experience

Work History

Chat Support Representative

Teleperformance USA
Loganville, GA
02.2022 - 11.2024
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Promoted available products and services to customers during service, account management and order calls.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Resolved customer complaints promptly and efficiently.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided accurate information about products and services to customers.
  • Provided exceptional customer service to ensure customer satisfaction.

Emergency Medical Dispatcher

Guyana Fire and Rescue Service
Georgetown
12.2014 - 01.2022
  • Provided support for medical personnel by monitoring vital signs of patients as directed by EMS personnel over the radio or telephone.
  • Assisted in training new dispatchers on proper procedures for handling emergency calls.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Used radio, telephone and computer system to update first responders with new information.
  • Inputted data into computer system for tracking purposes such as incident location, time of call, type of incident.
  • Coordinated communications between multiple agencies during large scale emergencies.
  • Utilized multi-line telephone system efficiently during high volume periods.
  • Verified insurance coverage with hospitals prior to transferring patients when necessary.
  • Researched vehicle, wanted and missing persons information.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Monitored radio transmissions between medical staff in field and base station for updates on patient status.
  • Answered questions from family members regarding patient condition while en route to hospital or other facility.
  • Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
  • Assessed situations, determined priority of calls and dispatched appropriate personnel and equipment.
  • Updated records in computer database after each call was completed.

Education

High School Diploma -

President's College
Georgetown, Guyana
05-2013

Skills

  • Quick typing
  • Performance tracking
  • CRM software
  • Social media monitoring
  • Up-selling techniques
  • Language fluency
  • Empathy display
  • Understanding customer needs
  • Adaptability and flexibility
  • Order documentation
  • Call center experience
  • Call documentation
  • MS office
  • Policies and procedures adherence
  • Multitasking Capability
  • High-energy attitude
  • Complaint resolution
  • Account management
  • Information gathering
  • Following scripts
  • Rapport building
  • Time management abilities

Timeline

Chat Support Representative

Teleperformance USA
02.2022 - 11.2024

Emergency Medical Dispatcher

Guyana Fire and Rescue Service
12.2014 - 01.2022

High School Diploma -

President's College

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Tewanna Canterbury