Dedicated Customer and Technical Service Professional with sixteen (16) years of
experience as a contractor for telecommute companies. Highly skilled at accepting high
volume of inquiries, researching information, and explaining details. Skilled at building
rapport with diverse customers through empathy, patience and knowledge. Calm and
forward-thinking to allow callers to complete inquiries in single call to minimize callbacks.
Skills
Proficient at CRM software programs, computer operation and troubleshooting
Excellent written and oral communication skills
Creative problem solving skills
Exceptional communication skills utilizing empathy, listening and professionalism
Complaint resolution via knowledge and understanding of when to escalate issues
Expertise in upselling products and services
Coaching and training skills and supervisory experience
Client Needs Assessment
Work History
Customer Service and Sales Specialist, 06/2018 - Current Sykes Enterprises Incorporated – AZ, State,
Nespresso Club Coffee Specialist - Customer Service/Sales
Educate customers regarding coffee taste, aroma, origin, and terroir information to assist in their coffee choices.
Leverage sales and product knowledge to increase upsells and customer excitement.
Deliver superior customer service to retain existing customers and attract future customers.
Take orders in proprietary CRM software, track deliveries, liaisebetween clients and support team to quickly resolve issues.
Communicated client satisfaction trends and product usage to marketing, sales and product development groups.
Arise lost contract due to extensive corporate software issues on both their and Nespresso sides which caused significant losses to Arise, Nespresso, and contractors.
MSC Cruise Lines Customer Service/Sales
Answered 30-50 incoming calls, placing cruise reservations for customers wishing to sail the world.
Documented detailed notes in CRM system to track customer interactions.
Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.
Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Contract closed due to COVID related issues with travel.
Intuit Pro Series Customer Service and Technical Support
Researched assistance requested and offered accurate information to resolve software issues with Intuit Pro Series professional accounting customers.
Provided knowledge in proper software line entry for purposes of tax return completion, financial documentation and other accounting related issues.
Highly trained in researching and answering questions utilizing various databases such as the IRS website, Intuit Pro Series software knowledge base.
Apple IOS Customer Support/Supervisor, 06/2015 - 06/2018 TELEPERFORMANCE USA – City, STATE,
Apple iOS Technical Services Supervisor
Manage 30 – 50 Advisors including coaching, training, technical issue management as Night Supervisor.
Empowered and motivated employees via regular feedback to team members, monitoring employees' productivity, accuracy and adherence to defined processes.
Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
Verified accurate data entry and maintenance of information in SAP CRM system.
Teleperformance lost the contract with Apple due to undisclosed reasons.
Apple iOS Technical Support Advisor
Telephone-based technical support for customers using iOS devices.
Multi-task, utilize tools and software required to provide support to both customers and peers.
Accurately tracked and recorded all customer interactions in CRM platform.
Recorded product or service failure complaints and notified appropriate departments.
Moved to Supervisor after six (6) weeks due to recognition of my technical knowledge and customer soft skills. Mentor status began on day one (1) after training.
Federal COBRA Customer Support Specialist, 03/2016 - 05/2017 TELETECH AT HOME – City, STATE,
Primary customer support for COBRA participants.
Describe product highlights and benefits to help guide purchasing decisions.
Use multi-layer software to educate, evaluate and resolve issues following to Federal COBRA laws.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
American Express High Value Customer Support, 05/2005 - 08/2010 ALPINE ACCESS – City, STATE,
Customer support for high value credit card customers. Accept card payments, balance financial accounts, research charges and file discrepancy reports. Replace lost or stolen cards.
Answered constant flow of customer calls with minimal wait times.
Established empathy with customers through insight into business drivers and expectations.
Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
Education
Master of Science: , Expected in 01/2005 - National University - La Jolla, CA GPA:
Bachelor of Science: Finance and Accounting, Expected in 09/2000 - University of Phoenix - Tempe, AZ GPA:
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