Summary
Overview
Work History
Education
Skills
Languages
Timeline
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WENDOLYN REID

Fort Pierce,FL

Summary

Flexible Technology specialist works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times.

Overview

11
11
years of professional experience

Work History

Customer Solutions Technical Support Specialist

Vivint Home Security
01.2023 - Current
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
  • Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
  • Provided feedback on product or service improvements to better meet customer needs and expectations.
  • Escalated customer issues to management for appropriate action to be taken.
  • Learned and followed customer service policies and procedures to meet organizational and industry standards.
  • Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
  • Up-sold and cross-sold products and services by promoting additional options to increase sales and revenue.
  • Trained customers on product usage for increased brand loyalty.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Communication Specialist

City Furniture
10.2020 - Current
  • Reaching out to clients with updates regarding their scheduled deliveries
  • Answering emails to follow up with clients from delivery surveys
  • Making essential deviations to surpass customer satisfaction by assembling clients’ feedback
  • Booking services for repair technicians
  • Supporting Warranty department with claims and product damages
  • Assist with suggestion strategies with improving delivery service and sales
  • Handle public relations, information output, and media requests
  • Assisted with marketing strategy development to increase public awareness and customer engagement.
  • Helped with photo and video production and performed visual and sound editing tasks.
  • Forged strong media relationships to further public relations goals.
  • Built strong relationships with media outlets and communications professionals to expand personal network.
  • Provided administrative support to senior team members.
  • Answered client queries and complaints to provide strong customer service.
  • Addressed customer complaints and bad publicity promptly to preserve company integrity and image.
  • Made cold calls and created email lists for marketing campaigns.
  • Copyedited, proofread and revised company advertisements, print materials and press releases before dispersal.
  • Built and maintained positive relationships with public by utilizing strategic plans.
  • Gathered information on customer opinions and adjusted plans to capitalize on current trends.

Warranty Specialist

City Furniture
06.2020 - 10.2020
  • Ordered replacement parts/furniture for damaged or out of stock items
  • Collected and entered orders for latest or supplementary products and services
  • Delivered information and assistance regarding products and service
  • Preserved customer accounts and records of customer dealings with details of inquiries, grievances, or comments
  • Corresponded and cooperated with Operations to guarantee order development and completion
  • Verified client information by analyzing existing evidence on file.
  • Checked documentation for accuracy and validity on updated systems.
  • Calculated adjustments, premiums and refunds.

Customer Care Representative

City Furniture
03.2019 - 06.2020
  • Interacted with customers through telephone, email and fax to deliver information and support
  • Managed large amounts of incoming calls
  • Resolved any issues the customer may have about available products and services
  • Kept records of customer interactions, transactions, comments and complaints
  • Ensured customer satisfaction and provide professional customer support
  • Assisted call-in customers with questions and orders.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Navigated multiple computer systems and applications to find information.

Merchandising

Best Buy
11.2017 - 02.2020
  • Partnered with and supported other employees and leaders in the store
  • Ensured store merchandise was transferred/received/shipped during critical peak drive times and the holiday season
  • Provided and maintained store appearance, including ensuring warehouse merchandise is organized, and the product is stocked and available for customers
  • Provided customer service and responded to customer concerns including carry-out product location online or in others stores, etc.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Answered customer questions regarding store merchandise, department information, and pricing.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Updated pricing and signage to complete product displays and educate customers.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
  • Completed efficient store resets to prepare store for special promotions and seasonal updates.
  • Verified products appeared at correct locations in proper quantities.
  • Collaborated with store managers to devise store layouts and establish aesthetic appeal.
  • Established strong vendor relationships to maintain and support business.
  • Conducted regular store audits to verify compliance with company policies.
  • Implemented sales strategies to generate leads and maximize profit margins.
  • Developed and deployed store-level product training materials to mentor staff on new products and sales techniques.
  • Developed themes, props and lighting for merchandise displays.
  • Presented store update suggestions and layouts to management and stakeholders.
  • Scheduled regular maintenance and repair of displays for longevity.
  • Developed merchandising strategy to efficiently move overstock.
  • Arranged consistent shelves, bins, and racks at [Number] locations by following established planograms.
  • Promoted seasonal products and trends to move stock and prepare for incoming inventory.
  • Enhanced overall store appearance by applying careful consideration to product and display locations.
  • Created visual displays to highlight new and featured products.
  • Organized store merchandise racks by size, style, and color.
  • Collaborated with store managers to determine best placement for merchandise displays.
  • Used props and lighting to enhance appearance and visibility of displays.

Technical Support Representative

AT&T
06.2012 - 10.2014
  • Responsible for communicating with customers by telephone to provide information about products or services
  • Took or entered new electronic orders, cancel accounts, or obtain details of complaints to resolve them
  • Effectively use multiple systems to identify and communicate products that meet the customer’s needs, and resolve the customer’s problem in a productive manner
  • Responded to customers questions about charges, equipment, roaming and offers
  • Ordered new devices, replacement devices, and phone accessories
  • Maintained outstanding communication and interpersonal skills while speaking with customers and staff
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Translated complex technical issues into digestible language for non-technical users.
  • Researched product and issue resolution tactics to address customer concerns.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Researched and identified solutions to technical problems.
  • Installed and configured operating systems and applications.

Education

Associate of Science - Allied Health in Medical Assisting

City College
Fort Lauderdale, FL

Skills

  • MS Excel, PowerPoint, Word
  • Promotions Programs
  • Salesforce
  • AS 400
  • Trello
  • Amazon Workspace
  • VMware Horizon
  • Creative Solutions
  • Information Updates
  • Effective Multitasking
  • Call Control
  • Microsoft Office

Languages

Creole

Timeline

Customer Solutions Technical Support Specialist

Vivint Home Security
01.2023 - Current

Communication Specialist

City Furniture
10.2020 - Current

Warranty Specialist

City Furniture
06.2020 - 10.2020

Customer Care Representative

City Furniture
03.2019 - 06.2020

Merchandising

Best Buy
11.2017 - 02.2020

Technical Support Representative

AT&T
06.2012 - 10.2014

Associate of Science - Allied Health in Medical Assisting

City College

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WENDOLYN REID