| Candidate Information | | Title | Customer Experience Representative | | Target Location | US-FL-Orlando |
| | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateI, Lakesha am a highly Motivated Individual, with an Eagerness to learn and adapt to new skills, a strong passion for helping others willing to go above and beyond, ensuring customer satisfaction is number 1, Proven track record of putting customers first being presented with multiple awards of recognition for exceptional performance. I am currently seeking an opportunity/second home that Im able to utilize my current skills while learning and conquering new challenges and adventures.My ExperienceWork Experience 1Job TitleCustomer Experience AdvocateCompanyNot DisclosedLocationRemoteFrom8/2023To8/2024Role DescriptionActively and consistently support all efforts to simplify and enhance our customer experience.Establish and maintain a high level of customer satisfaction, professionalism and courtesy during all sales/troubleshooting transactions.Consistently meeting or exceed weekly and monthly goals by utilizing sound telephone based selling and troubleshooting techniques.Responding to inbound/outbound/emails/chat/social media communications promptly and efficiently, as outlined by the required call handling metrics, to include productive time, schedule adherence, handle time, after call work, etc.Effectively and efficiently sell/troubleshoot all our products and services to prospective customers and existing customers to maximize additional revenue from customers by selling incremental products and services through use of recommended sales techniques.Identify and maximize upselling and cross selling sales opportunities while also maintaining excellance.Ability to learn and master order processing billing system regarding all aspects of sales order entry, order inquiries, and other tools and functions as related to sales function.Communicate with our daily customers assisting with provisioning, troubleshooting, guiding, and maintenance of equipment in the customers home before offering trouble calls to our NOC teams for further evaluation.Have a full understanding of and consistently demonstrate proficiency at explaining all products and services to existing and prospective customers.Acquire and demonstrate thorough knowledge of competitors pricing, packaging and products in an effort to discuss side by side comparisons of our company and competitors products and services.Promote and communicate current marketing campaigns and promotions via social media and attending HOA Meetings to ensure accuracy, transparency, and accountability for all services and products offered by the Company.Work with other multiple internal and external departments, third party contractors as necessary, to resolve customer issues/complaints, compliments, billing inquiries, service related issues/errors, and document feedback in dual platforms.Maintain KPI Goals to ensure knowledge and compliance of all products and procedures.Documenting all correspondence from EVERY customer with detailed information on issue and resolution.Creating Service tickets and Special Request Orders to immediately respond to outages and other interruptions.Most importantly ensuring my customers know that I am listening and willing to go above and beyond to ensure excellent customer service and care one customer at a time with follow up care.Work Experience 2Job TitleSenior AdvisorCompanyAvalonLocationRemoteFrom10/2018To6/2021Role DescriptionAssist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed Solve problems that are generally unstructured and require extensive use of conceptual thinking skills Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customers.* Schedule repairs to hardware issues.Build contracts through our agreement Administration binding customers to understanding of services and liability of devices.* Provide unlimited software support via phone, chat, and remote screen sharing offering a better understanding while navigating customers through software. Clarify customer requirements; probe for understanding Prepare complete and accurate work including appropriately notating accounts as required Participate in activities designed to improve customer satisfaction.Work Experience 3Job TitleCustomer Service RepresentativeCompanyU- Haul Moving and Storage of BlackRockLocationBridgeport, CT (Onsite)From7/2015To7/2018Role DescriptionPerform various office duties such as file, Copy/Scan/Fax * Assist customers in choosing the right package for their moving vehicle or storage space needed. * Make reservations via Telephone, In person, and by E-mail * Conduct 10 point inspection of all vehicles being rented and returned plus vehicles being rented and returned plus monthly 75 point inspection level 2 of all vehicles on our lot. * Perform minor in center repairs on all vehicles as well as keeping them clean and all fluids filled to the appropriate measures needed. *Transport unsafe trucks and other equipment to proper dealer locations for major repairs that can not be performed at local center. *Open/Close Center making sure all safety protocols are followed. * One of three off site key holder of Company for Equipment, Store, Safe, locks, Gates and Main Storage doors and units. * Reach out to customers regarding reminder appointment contact pickup/ returns, questions and/or concerns. * Maintain a collection Data worksheet to be done on a daily basis reaching out to customer that have delinquent bills for storage and put notes in the system regarding the customers status on payment or take credit card payment. * Assist Auctioneer in bidding off delinquency units. * Perform a daily lock out action on all units of storage that are delinquent in payment not allowing customer to enter with past due balances on units. * Run errands for company for office supplies, Making daily Bank Deposits and occasional re possession of vehicles that have not been returned or abandoned by customer during rental agreement. * Put out weekly E- Alerts for customers that do not stand in good grounds for returning/payments, and/or leaving equipment in poor condition. * Make claims to insurance agencies for damaged equipment and charge customer with cards on file for damage unless safe move insurance information is on file.Work Experience 4 - Part-timeAssistant Manager/ Head Wait Staff Devon, CTFrom 8/2010To 8/2015Role Description:* Greet guest and seat them at their tables or in the designated waiting area with a device letting them know when the table will be available. * Speak wit patrons to ensure satisfaction with food and service, to respond to complaints, or to make reservations. * Take and prepare to-go orders. * Supervise and coordinate activities of dining room staff to ensure patrons receive prompt and courteous service at all times. * Hire, train, and supervise food and beverage service staff. * Prepare staff work schedules. * Plan parties or other special events and services. * Keep inventory of over 300 different teas. * General Office duties such as Copy/ Scan/Fax. * Decorate dining area on a daily basis for the customers to enjoy a fine dining experience. * Maintain A+ restaurant cleanlinessWork Experience 5 - Part-TimeJob TitleWaitstaff/ServerCompanyStation house Wine Bar & GrillLocationStratford, CTFrom8/2010To8/2015Role DescriptionCheck with customers to ensure they are enjoying their meals and take action on correcting any concerns.* Collect Payments from customers * Write patron's food orders on order slip, memorize orders and input into POS for kitchen staff to prepare.* Check patrons identification to ensure they meet minimum age requirements for consumption of alcoholic Beverages.Present menus to patrons and answer any questions about our ingredients / preparation, make recommendations of menu items, suggestive selling, and up sale.Flip tables quickly ensuring still clean areas for our guest.Assist Host by answering phones, taking reservation, take out orders, greeting and seating guest.Rolling silverware, set up food station, set up dining area, completing all side work and stock of all work areas on a continuous basis before, during and at the end of shift.Train other new comers on policy and procedures and safe operation.Education:Studied Medical Billing and Coding with Thompson Education DirectHigh School DiplomaNorwalk High School2003Skills Include: (Not limited to)* Customer Service, Personal Services and Care* Trouble Shooting * Active Listening* Food Production * English Language *Sales and Marketing * Critical Thinking*Transportation * AdministrationManagement * Instructing * Equipment Management * Sales * Inventory Control* *Troubleshooting * Training Prospective Candidates*Upholding 93% KPIs*Communication and Media |
