Customer service professional with strong ability to multi-task, prioritize, and manage time effectively. Offering ability to handle high volume calls data entry experience , active listening skills, and proven ability to resolve customer complaints in a professional manner. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Skills
Data Entry
Microsoft Office efficient (Outlook, Excel, Word)
Type 60 WPM
Excellent written and verbal skills
10-Key
Healthcare Billing Terminology
Claims experience
Healthcare insurance
Medical Transcription experience
Conflict resolution proficiency
Strong problem solving ability
Clerical skills
Medical Terminology Efficient
Ability to effectively work individually or in a team environment
Performance Appraisal
Management Consulting
Calm and Professional Under Pressure
Understanding Customer Needs
Issue and Complaint Resolution
Responding to Difficult Customers
Customer Data Confidentiality
Order and Refund Processing
Efficient and Detail-Oriented
Upbeat and Positive Personality
Customer Account Management
Customer Service and Assistance
Building Customer Trust and Loyalty
Customer Inquiry Response
Call Transfers
Answering Customer Questions
Electronic Information Systems
Work History
05/2019 to 10/2020
Customer Service AdvocateNutanix Inc. – Fairfax, VA,
Answer fast paced incoming call
Assist customers with plan changes
Offering insurance to new and existing customers
Meeting all performance metrics
Provide an excellent customer experience
Inventory Tier 1 Technical Support and De-escalate calls
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Promoted available products and services to customers during service, account management and order calls.
Answered product and service questions, suggesting other offerings to attract potential customers.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Addressed customer service inquiries in a timely and accurate fashion
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Assisted customers with opening accounts and signing up for new services.
Maintained and managed customer files and databases.
Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Developed and updated databases to handle customer data.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
07/2014 to 09/2019
Automated Logistics SpecialistTtec – Concord, NC,
Establish and maintain stock records and other documents such as inventory, material control, accounting and supply reports
Review and verify quantities received against bills of contracts, purchase requests and shipping documents
Unload, unpack, count, segregate, palletize and store incoming supplies and equipment
Construct bins, shelving and other storage aids
Simplify and standardize the collection and use of maintenance data
Raise the quality and accuracy of performance, cost and parts data through improved maintenance management and Key control
Established and maintained stock records and other documents such as inventory, material control, accounting and supply reports.
Stored medical equipment and ammunition in controlled and sterile environment and counted supplies efficiently.
Completed reports on staff and material availability, storage space, supply relocation and warehouse rejections. Developed and sent status statements.
07/2017 to 02/2018
Technical Support RepresentativeMy Learning Alliance – Houston, TX,
Assist Apple customers with troubleshooting iOS devices
Schedule appointments at the Genius Bar or an Apple Authorized Service Provider
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Documented support interactions for future reference.
Configured hardware and granted system permissions to new employees.
Monitored systems in operation and quickly troubleshot errors.
Assisted with updating technical support best practices for use by team.
Provided documentation on troubleshooting of technical processes to support desk staff.
Submitted service tickets for equipment maintenance requests.
Responded promptly to incoming sales leads and requests for technical support.
Run diagnostics on customer’s iOS devices
Set up repairs
09/2016 to 05/2017
Retention SpecialistSpectrum – City, STATE,
Assist customers calling in regards to their Spectrum billing
Assist customers with adding or removing packages from their account
Retain customer,Calm irate customers and Provide excellent customer service
Offer customers upgrades on their services
Find the package that best fits customers wants/needs.
Documented performance review schedule and monitored management for timely completion.
Implemented employee incentive programs to promote positive work culture and increase retention.
Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Utilized knowledge of customer experience to create specialized plans for customer retention.
Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements.
Researched market and competitor data regarding benefits and compensation, developing standards to maintain competitive benefits packages.
Education
Expected in 08/2016 to to
Diploma: Applied Science Central Carolina Technical College - Sumter, SC, GPA:
Expected in 06/2010 to to
High School Diploma: Sumter High School - Sumter, SC, GPA:
Accomplishments
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
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