Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Vicson Moridon

Green Cove Springs,FL

Summary

Adept at enhancing customer experiences and solving complex technical issues, I leveraged my strong communication and problem-solving skills at Comcast and Electric Cloud Cor to significantly improve customer satisfaction. Proficient in CRM tools and technical support, my proactive approach and ability to work effectively in fast-paced environments have consistently fostered positive customer relationships and loyalty.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Comcast
Salisbury, MD
12.2021 - 10.2024
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges
  • Built relationships with customers to encourage repeat business
  • Managed returns, exchanges and refunds in accordance with store policy
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations
  • Helped customers locate products and checked store system for merchandise at other sites
  • Answered customer questions about sizing, accessories, and merchandise care
  • Provided positive first impressions to welcome existing, new, and potential customers
  • Rotated stock and restocked shelves to maintain product availability and store appearance

Customer Service Representative

Dick Sporting Goods
Baltimore, MD
06.2019 - 07.2021
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
  • Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies
  • Boosted customer retention rates by providing exceptional service and building rapport with clients
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients' needs while adhering to company policies
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business
  • Streamlined communication channels for improved efficiency in handling customer concerns
  • Organized training sessions focused on enhancing team members' product knowledge and problem-solving abilities
  • Evaluated interactions between associates and customers to assess personnel performance
  • Identified and escalated priority issues as needed.
  • Strengthened customer retention by offering discount options.
  • Processed exchange requests in computer system.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Provided accurate information about products or services to customers.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Technical Support Representative

Electric Cloud Cor
Remote
01.2017 - 03.2019
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference
  • Used ticketing systems to manage and process support actions and requests
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Conducted remote diagnostics to identify and solve technical problems.
  • Implemented feedback from customer satisfaction surveys to improve service quality.
  • Assisted customers with installation of new hardware and software applications.
  • Evaluated software or hardware to recommend improvements or upgrades.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.

Education

Diploma -

James M. Bennett High School
Salisbury, MD
06.2010

Skills

  • Strong communication skills
  • Goal-oriented
  • Ability to work effectively in a fast-paced environment
  • Proficient in CRM tools
  • Self-motivated
  • Familiarity with IT and cloud services
  • Customer Service
  • Teamwork and Collaboration
  • Time Management
  • Problem-solving skills
  • Excellent people skills
  • Exceptional customer service
  • Relationship Building
  • Scheduling
  • Account updating
  • Microsoft Excel
  • Inbound and outbound calling
  • Multi-task management
  • De-escalation techniques
  • Brand representation
  • Customer satisfaction measurement
  • Filing
  • Reading comprehension
  • Customer relations
  • Store maintenance
  • Email management
  • Document control
  • Product education
  • Positive and professional
  • Calm demeanor
  • Relationship building
  • Technical troubleshooting
  • Multitasking and organization
  • Microsoft outlook
  • Hospitality and accommodation
  • Documentation
  • Medical terminology
  • Shipping and receiving
  • Money handling
  • Calendaring
  • Spreadsheets
  • Customer service
  • Delivery scheduling
  • CRM software proficiency
  • Strong teamwork
  • Problem resolution
  • Multi-line telephone operations
  • Follow-up skills
  • Customer relationship management (CRM)
  • Lead generation
  • Technical support
  • Service upselling

Languages

Spanish
Full Professional
Haitian Creole
Native/ Bilingual

Timeline

Customer Service Representative

Comcast
12.2021 - 10.2024

Customer Service Representative

Dick Sporting Goods
06.2019 - 07.2021

Technical Support Representative

Electric Cloud Cor
01.2017 - 03.2019

Diploma -

James M. Bennett High School

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Vicson Moridon