Verena Kounyui
Customer Service Rep
Houston,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Cloud Card Technologies
05.2018 - 06.2024
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Tracked changing software and technologies with potential to impact customer requirements.
- Troubleshot problems with software, hardware and networking for users.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Worked within task management system to receive, manage and close support requests.
- Partnered with sales, operations and field service teams to coordinate solutions.
- Recognized escalation needs and connected customers with advanced support staff.
- Configured hardware, devices and software to set up work stations for employees.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Swappie (Iphone Refurbishing Company)
01.2014 - 06.2019
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Promoted efficiency among departments with prompt resolution of system issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Submitted service tickets for equipment maintenance requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Assisted with updating technical support best practices for use by team.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
- Maintained high levels of customer retention with proactive relationship-building strategies.
Banking Customer Service Representative
G.I.Z International
11.2010 - 01.2015
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Coordinated presentations for customers and project members to detail project scope, progress and results.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Arranged travel and accommodation for team members and project partners.
- Assembled manuals for team usage from vendor-supplied product data sheets and submittal information.
- Responded to requests for information on materials to inquiring parties.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
Education
Master of Science - Environmental Science
University of Tallin
Estonia09.2018
MBA - History
University of Illorin Kawara State
Nigeria08.1996
Skills
- Software diagnosis
- Application support
- Mac systems
- Technical documents comprehension
- Desktop support
- Customer service expert
- Technical issues analysis
- Multitasking Abilities
- Clerical Support
- Written Communication
- Decision-Making
- Organization and Time Management
- Problem-Solving
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Problem Resolution
Timeline
Customer Service Representative
Cloud Card Technologies
05.2018 - 06.2024
Customer Service Representative
Swappie (Iphone Refurbishing Company)
01.2014 - 06.2019
Banking Customer Service Representative
G.I.Z International
11.2010 - 01.2015
Master of Science - Environmental Science
University of Tallin
MBA - History
University of Illorin Kawara State
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