Theresa Yurcak
Warner Robins,GA
Summary
Results-driven Online Chat Specialist promoting ways to improve customer engagement. A relationship-builder and multitasking professional Looking for the next amazing opportunity utilizing great skills in customer service in busy environment.
Overview
2
2
years of professional experience
Work History
Social Media Chat Agent
Afni Inc, Verizon
04.2022 - Current
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Handled inbound customer chat conversations from various Social Media platforms.
- Assisted customers with order placement, product returns and order tracking.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Assisted team leader with coaching and mentoring of new employees.
- Cultivated relationships with new customers and maintained good partnerships with existing clients.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Trained new team members on live chat procedures and customer service protocols.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Provided troubleshooting and Tier 2 technical support when needed,
Customer Care Representative
Afni Inc, Verizon
08.2021 - 04.2022
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Provided troubleshooting and technical support to help resolve customer issues.
Education
High School Diploma -
Cambridge Springs High School
Cambridge Springs, PA06.1993
Skills
- Understanding Customer Needs
- Strong Written Communication
- Online Chat
- Client Inquiries
- Call Centers
- Customer Service and Assistance
- Loyalty Programs
- Client Development and Retention
- Customer Education
- Sales and Upselling
- Client Relationships
- Mentoring
- Client Support
- Documentation
- Customer Service
- Billing Inquiries
- Team Goals
- Past Due Account Management
- Order and Refund Processing
- Problem Resolution
- Livechat Messaging
- Client Satisfaction
- Calm and Professional Under Pressure
- Complex Product Knowledge
Timeline
Social Media Chat Agent
Afni Inc, Verizon
04.2022 - Current
Customer Care Representative
Afni Inc, Verizon
08.2021 - 04.2022
High School Diploma -
Cambridge Springs High School
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