Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
Kelly Connect Services
2023.05 - Current
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.
Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Customer Service Representative
Experian Credit Reporting Agency
2022.04 - 2023.08
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor if needed.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Responded to customer requests for products, services, and company information.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Educated customers about billing, payment processing and support policies and procedures.
Customer Service Chat Representative
H&r Block
2021.12 - 2022.04
Answered customer telephone calls promptly to avoid on-hold wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Educated customers about billing, payment processing and support policies and procedures.
Responded to customer inquiries and provided accurate information about products and services via live chat
Documented all customer information accurately in computer system, providing dated notes for future reference.
Manager
McDonald's Restaurant
2014.05 - 2020.04
Maintained professional, organized, and safe environment for employees and patrons.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Cross-trained existing employees to maximize team agility and performance.
Maximized performance by monitoring daily activities and mentoring team members.
Onboarded new employees with training and new hire documentation.
Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Sales Associate
Victoria's Secret & PINK
2018.10 - 2019.01
Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
Prepared merchandise for sales floor by pricing or tagging.
Managed returns, exchanges and refunds in accordance with store policy.
Engaged with customers to build rapport and loyalty.
Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
Educated clients on current promotional offerings and products using persuasive selling tactics.
Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
Manager
Fallas Paredes Discount Stores
2016.09 - 2018.03
Maintained professional, organized, and safe environment for employees and patrons.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Optimized store displays and appearance via strategic merchandising.
Completed routine store inventories.
Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Maintained customer satisfaction with quick and professional handling of product returns..
Completed point of sale opening and closing procedures.
Supervised guests at front counter, answering questions regarding products.
Education
High School Diploma -
Morrow High School
Morrow, GA
05.2013
Skills
Spreadsheets
Grammar
Remote Support
Customer Service
Appointment Scheduling
Mac systems
Microsoft Word
Multi-Line Telephone Operation
Research
Money Handling Abilities
Prioritization
Billing Adjustments and Refunds
Remote Technical Support
Customer Relations
Active Listening
Technical Troubleshooting
Timeline
Technical Support Representative
Kelly Connect Services
2023.05 - Current
Customer Service Representative
Experian Credit Reporting Agency
2022.04 - 2023.08
Customer Service Chat Representative
H&r Block
2021.12 - 2022.04
Sales Associate
Victoria's Secret & PINK
2018.10 - 2019.01
Manager
Fallas Paredes Discount Stores
2016.09 - 2018.03
Manager
McDonald's Restaurant
2014.05 - 2020.04
High School Diploma -
Morrow High School
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