VICTORIA LYONS, Cust. Service Expert
Jackson,MS
Summary
Customer Service Professional with over 2 years of experience, excelling in tech support, data entry, and customer care in both call center and remote environments. Demonstrates a proven track record of resolving customer concerns, upgrading services to meet customer needs, and employing feedback to enhance service delivery. Adept at leveraging exceptional interpersonal skills to promote product and client loyalty, aiming to further refine customer service strategies and contribute to company growth. I am a Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Also leaving a positive impact on all customer interactions and engineering efforts for supported products.
Overview
2
2
years of professional experience
Work History
Technical Support Representative
ADT Security
Remote(WFH)
01.2024 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- 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.
Customer Service Representative
VXI GLOBAL SOULTONS
09.2023 - 02.2024
- Resolves customer's concern, promote Product and client Loyalty
- Follows and complies to prescribed Workflow /Call Flow
- Up-sell/Upgrade individual products and product packages to existing customers depending on the need
- Ensures that incoming telephone calls are answered in a timely and professional manner
- Keep and uphold integrity in handling customer's account information in each call
- Implement feedback mechanisms to gather insights from customers and identify areas for improvement in service delivery, product offerings, and customer experience
- Utilize the gathered data to provide actionable recommendations to enhance customer satisfaction and retention rates
- Analyze call data and customer interactions to identify trends and patterns that can improve overall customer service efficiency and effectiveness
- Use this analysis to develop strategies for optimizing call handling processes and enhancing customer satisfaction levels for VXI GLOBAL SOLUTIONS(WFH/REMOTE) Customer Service Representatives.
Customer Service Representative
POWELL AGENCY
Jackson, MS
02.2023 - 08.2023
- Aided clients and potential clients
- Assisted with account changes and issues
- Followed policies and standard operating procedures
- Maintained up-to-date knowledge of software
- Assisted clients in a professional and timely manner scheduling appointments needed.
CUSTOMER ACCT. REPRESENTATIVE
SENTURE
10.2022 - 02.2023
- Established the customer needs, promoted and recommended products and services based on the needs and interests of the customer
- Maintained knowledge of new products and services
- Answered multi-phone lines in call center and performed data entry
- Communicated and resolved customers issues involving internet connection and landline phones.
Skills
- Customer Service
- Call Center Environment/WFH
- Tech Support
- Data Entry
- Exceptional Interpersonal Skills
- Issue Resolution
Timeline
Technical Support Representative
ADT Security
01.2024 - Current
Customer Service Representative
VXI GLOBAL SOULTONS
09.2023 - 02.2024
Customer Service Representative
POWELL AGENCY
02.2023 - 08.2023
CUSTOMER ACCT. REPRESENTATIVE
SENTURE
10.2022 - 02.2023