Victoria Bediako
Douglasville
Summary
Dedicated Customer Support Specialist with proven skills in communication, adaptability, and time management. Successfully resolved customer issues and improved processes, consistently enhancing customer satisfaction. Detail-oriented professional with extensive experience in customer support and resolution. Known for effective communication and collaboration, contributing to a 20% improvement in issue resolution time while ensuring top-notch customer service.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
PGA Super Store
Peachtree City
11.2024 - Current
- Handled inbound phone calls professionally and escalated issues as required.
- Responded to emails and placed outbound calls to address customer concerns.
- Researched customer inquiries using various systems for accurate information.
- Guided callers through troubleshooting and eCommerce navigation.
- Collaborated with Customer Service Specialists and communicated with business partners.
- Identified and implemented more effective processes and procedures.
- Served as special order liaison between vendor and customer.
- Maintained current knowledge of products and services offered by store
Customer Resolution Support
Satair
Peachtree City
10.2020 - 06.2024
- Ensured clear communication by promptly addressing customer inquiries and concerns.
- Acted as Single Point of Contact for customer inquiries, maintaining consistent messaging.
- Managed ticket queue, prioritizing and resolving 95% of tickets within 24 hours.
- Educated customers on product options, providing tailored recommendations based on needs.
- Efficiently processed orders, RMAs, credits, and debt memos with accuracy.
- Leveraged ticketing system to log issues and opportunities, enhancing transparency.
- Improved issue resolution time by 20% through detailed logging and accountability.
Customer Service Representative
Bliss Transport
Douglasville
10.2020 - 09.2023
- Collaborated with departments to resolve complex problems and meet customer needs.
- Identified areas for improvement in customer service processes and proposed actionable changes.
- Engaged customers to understand needs, address issues, and answer product inquiries.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
Associate of Applied Science - Information and Networking
DeVry University, School of Engineering and Information Science
Decatur, GA, USA06.2023
Skills
- Customer service
- Microsoft Office Suite
- Time management
- Attention to detail
- Adaptability
- Collaboration
- Coaching ability
- Flexibility
- Teamwork
- Communication skills
- Google Workspace
- Ticketing systems
- Account management
- Order processing
- Customer relationship management (CRM)
- IBM Notes
- SaaS solutions
- SAP software
- Sales quotes management
- Salesforce proficiency
Certification
- Azure Fundamentals
- AWS Cloud Practitioner
- AWS Solutions Architect
- CompTIA A+
Timeline
Customer Support Specialist
PGA Super Store
11.2024 - Current
Customer Resolution Support
Satair
10.2020 - 06.2024
Customer Service Representative
Bliss Transport
10.2020 - 09.2023
Associate of Applied Science - Information and Networking
DeVry University, School of Engineering and Information Science
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