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Click here or scroll down to respond to this candidateCandidate's Name
Columbus, OH Street Address | PHONE NUMBER AVAILABLE | EMAIL AVAILABLE
Professional Summary
Dynamic professional with a proven track record at Amazon, excelling in customer engagement
and technical support. Mastered complaint handling and relationship building, enhancing customer
retention and satisfaction. Mentored teams, fostering growth and collaboration. Achieved significant
reductions in call times through effective problem-solving, demonstrating exceptional interpersonal
and technical skills.
Skills
Team Collaboration Customer Engagement
Customer Relationship Management Complaint Handling
Client Engagement Online chat and email
Public Speaking Relationship Building
Call center experience Live chat support
Technical Support
Work History
Customer Service Executive 01/2021 to 01/2024
Amazon Florida, NY
Provided company information and policies to customers upon inquiry and answered questions
via phone, email, or online chat.
Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Boosted customer retention rates by providing exceptional service and building rapport with
clients.
Managed high volume of inbound calls while maintaining a professional demeanor and
ensuring timely resolution of issues.
Resolved customer billing errors by researching issues in system, asking open-ended questions,
and determining root causes of problems.
Reduced average call time through efficient problem-solving skills without sacrificing quality of
service provided.
Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand
loyalty and repeat business.
Coached and mentored junior team members, contributing to their professional growth and
development.
Organized training sessions focused on enhancing team members'' product knowledge and
problem-solving abilities.
Exhibited high energy and professionalism when dealing with clients and staff.
Responded proactively and positively to rapid change.
Investigated and resolved customer inquiries and complaints quickly.
Collaborated with staff members to enhance customer service experience and exceed team
goals through effective client satisfaction rates.
Live Chat Agent 01/2020 to 12/2020
Host Hotels & Resorts Maryland, NY
Responded to customer inquiries and provided accurate information about products and
services via live chat.
Monitored customer conversations and provided timely, knowledgeable assistance.
Resolved customer complaints by identifying problems, suggesting solutions and implementing
corrective action.
Developed exemplary writing skills through continued correspondence with upwards of 38
customers per day.
Provided online demonstrations to educate customers on product features and online help
resources.
Asked open-ended questions to determine which products or services would be best fit for
customer's needs.
Researched customer inquiries to provide accurate and up-to-date information.
Handled inbound customer chat conversations from various websites.
Assisted customers with order placement, product returns and order tracking.
Documented all customer information accurately in computer system, providing dated notes for
future reference.
Education
Bachelor of Science: Management Information Systems 12/2019
Coppin State University - Baltimore, MD
3.6 GPA
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