Summary
Overview
Work History
Education
Skills
Timeline
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Wilson Mcknight

Columbia,SC

Summary

Dynamic Customer Support Specialist with a proven track record at Teleperformance, excelling in problem-solving and complaint handling. Enhanced customer satisfaction through effective conflict resolution and technical troubleshooting, fostering loyalty and repeat business. Adept at utilizing CRM software to streamline processes and improve service quality.

Overview

18
18
years of professional experience

Work History

Customer Support Specialist

Teleperformance
10.2017 - 10.2022
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.

Customer Service Analyst

General Information Services Inc.
03.2015 - 03.2017
  • Answered constant flow of customer calls with minimal wait times.
  • Contributed positively to the company''s reputation by consistently delivering excellent service experiences across all touchpoints.
  • Enhanced customer satisfaction by swiftly resolving complex issues and providing tailored solutions.
  • Cultivated customer loyalty, promoted repeat business.
  • Provided information regarding charge accounts and loyalty programs.

Support Specialist

SYKES Kingstree
05.2009 - 06.2010
  • Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.

Support Technician

Comcast
03.2008 - 04.2009
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Trained users on how to operate components and systems.
  • Responded to telephone, email and chat regarding [Item] operation, use and repair.
  • Provided exceptional customer service by addressing concerns promptly and professionally, resulting in increased customer satisfaction ratings.
  • Configured hardware, devices, and software to set up work stations for customers.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.

Technical Support Representative

Client Logic
11.2004 - 10.2007
  • 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.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Education

Graphic Design

The Art Institute of Charlotte
NC
12-2003

Skills

  • Problem-solving
  • Complaint handling
  • Customer relationship management (CRM)
  • CRM software
  • Data entry
  • Call center experience
  • Conflict resolution
  • Ticket management
  • Product knowledge
  • Active listening
  • Payment processing
  • Technical troubleshooting

Timeline

Customer Support Specialist

Teleperformance
10.2017 - 10.2022

Customer Service Analyst

General Information Services Inc.
03.2015 - 03.2017

Support Specialist

SYKES Kingstree
05.2009 - 06.2010

Support Technician

Comcast
03.2008 - 04.2009

Technical Support Representative

Client Logic
11.2004 - 10.2007

Graphic Design

The Art Institute of Charlotte

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Wilson Mcknight