Information Specialists adept in researching scientific and technical information requests. Resourceful, energetic, competent and results-oriented multitasker.
Motivated support with proven administrative, problem-solving and customer relations skills. Collaborative and driven with a clear focus on putting clients first and supporting team needs. Well-organized, flexible and computer-savvy.
• Maintaining positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Acknowledging and resolving customer complaints.
• Processing orders, forms, applications, and requests.
• Keeping records of customer interactions, transactions, comments and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Managing a team of junior customer service representatives.
• Ensure customer satisfaction and provide professional customer support.
• Provided an elevated customer experience to generate a loyal clientèle
• Worked as a Customer Care Supervisor.
• Approve the credits issued by my team and approve the equipment orders.
• 1x1 coaching for Team Representative.
• Prepare the game plan for the team for 100% quality surveys.
• Submit the reports for the daily statistics to operational manager and GM.
• Handle Escalations and De-Escalate the calls.
• Good knowledge of ACSS, PRISM, , CMS and operating system.
• Tier 1 tech support troubleshooting with and computer systems.
• Answer phones and respond to customer requests.
• Sell product and place customer orders in computer system.
• Provide customers with product and service information.
• Up sell products and services.
• Transfer customer calls to appropriate Department.
• Identify, research, and resolve customer issues using the computer system.
• Follow-up on customer inquires not immediately resolved.
• Complete call logs and reports.
• Research billing issues.
• Research misapplied payments.
• Recommend process improvements.
• Other duties as assigned.
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