account expert resume example with 16+ years of experience
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Knowledgeable and dedicated customer service professional with extensive experience in Telecommunication industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
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- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns by educating about billing, payment processing and support policies and procedures
- Responded to customer requests for products, services and company information by offering advice and assistance to customers, paying attention to special needs or wants
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Investigated and resolved customer inquiries and complaints quickly and following up on resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded proactively and positively to rapid change.
- Provided accurate information about promotions, customer programs and products to Mobile Experts in store.
- Answered questions about store policies and addressed customer concerns.
- Documented transactions and support interactions in system for future reference
- Resolved Mobile Expert issues by providing on-call support for critical issues related to POS/REMO, troubleshooting and conducting in-depth product and issue resolution research or referrals to help desk.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Offered troubleshooting of connectivity issues such as Wi-Fi, cellular, and Bluetooth.
- Managed high levels of call flow and responded to Android and Windows OS technical support needs.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Exchanged defective devices under warranty program.
University of Arizona - Tucson, AZ
- Ambassador for the Multicultural Alliance chapter of DE&I responsible for creating educational communications that spread diversity awareness.
- Participated in the pilot of BENS Mentorship program to inspire career development.
- Nominated by coach for PEAK achievement award for my contribution and support for my team.
- As a dedicated continuous learner I've completed several courses offered on platforms such as Percepio, Degreed, and LinkedIn learning
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Resume Overview
School Attended
- University of Arizona
Job Titles Held:
- Account Expert
- Retail Support Specialist
- Warranty Service Representative
Degrees
- Bachelor Of Science
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