| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Candidate's Name
Jacksonville, FL 32208EMAIL AVAILABLE / PHONE NUMBER AVAILABLESUMMARYA Customer Service professional with over 15 years of experience providing the highest level of customer support and satisfaction. Accustomed to working in a fast-paced environment with the ability to think quickly and successfully handle difficult client situations. Experienced in Windows-based applications, multi-line telecommunications systems, and remote work environments. Proficient in remote troubleshooting and support through screen sharing applications. Excellent interpersonal skills with the ability to work well in a team environment or independently. Able to employ skills in both supervisory or support staff roles. Authorized to work in the US for any employer. Experienced in helping users correct problems with computer systems, account issues and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. SKILLSRemote Access SoftwareLANVPNHelp DeskMicrosoft WindowsOperating SystemsActive DirectoryHelp Desk SoftwareCustomer EducationService ticket trackingTechnical SupportPerformance TestingApplication supportUser SupportCustomer ServiceInformation ProtectionAccount updatingCustomer Success ManagementProduct TroubleshootingLAN/WANAppointment SchedulingMS Office proficiencyIssue TroubleshootingCall Center OperationsApplication installationsMicrosoft OutlookWindows XP/VistaComplaint resolutionEXPERIENCEHelp Desk Support Tech / CJS Solutions Group - Jacksonville, FL 09/2019 - 05/2023 Served as the first point of contact for clients requiring information technology help Diagnosed problems by asking questions to understand the gravity of the issue Supported problem identification processes and assisted in resolving issues Performed remote troubleshooting through screen sharing applications Provided accurate IT-related product informationDirected unresolved issues to the next level of support Followed up with clients to ensure that provided solutions had been sufficient. Assisted customers with instructional support and product troubleshooting. Supported customers with password resets and account customization. Determined product deficiencies by reviewing various aspects such as safety, effectiveness and appearance. SJRecorded complaints, product deficiencies, returned orders and other customer documentation in system. Opened service tickets for clients, documenting user information and description of problem. Served as first point of contact for incoming technical service calls and emails. Supported customers with online billing, access and account issues. Handled customer service issues by providing guidance or escalating for advanced support. Collaborated with technical staff to establish goals and objectives for system improvements and upgrades. Maintained up-to-date case documentation for future reference. Assisted customer in understanding products, components and systems using technical demonstration. Developed and maintained strong relations with customers to meet quality expectations. Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.Resolved record-breaking backlog of support tickets following major system malfunction. Worked with internal teams to deliver accurate information to customers and service accounts. Used remote login tools to assist clients with technical and product questions. Documented customer complaints and inquiries for use in technical documentation and bug tracking. Assisted customers with various types of technical issues via email, live chat and telephone. Customer Service Representative II / Incomm - Jacksonville, FL 08/2017 - 03/2019 Assisted customers with problems and questions concerning the operation of debit and ATM cards Researched and resolved disputes on accounts and set up balance transfers on credit card accounts Maintained files related to customer use of services or transaction accounts Recorded details of customer contacts and actions taken Researched answers or solutions as neededReferred customers to supervisors, managers, or others who could help. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Upheld quality control policies and procedures to increase customer satisfaction. Escalated customer concerns, issues and requirements to supervisors for immediate rectification. Consulted with customers to resolve service and billing issues. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices. Informed customers about billing procedures, processed payments and provided payment option setup assistance.Answered inbound calls, chats and emails to facilitate customer service. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Demonstrated excellent communication skills in resolving product and consumer complaints. Set up and activated customer accounts.Asked probing questions to determine service needs and accurately input information into electronic systems. Used proven techniques to de-escalate angry customers during telephone interactions. Developed strong customer relationships to encourage repeat business. Mentored new employees on procedures and policies to maximize team performance. Customer Service Representative / Dial America - Jacksonville, FL 05/2016 - 06/2017 Explained company policies and serviced and updated customer accounts Listened and responded to customers' needs and concerns Recorded details of customer contacts and actions taken Researched answers or solutions as neededReferred customers to supervisors, managers, or others who could help. Set up and activated customer accounts.Demonstrated excellent communication skills in resolving product and consumer complaints. Educated customers on special pricing opportunities and company offerings. Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices. Fielded customer complaints and queries, fast-tracking for problem resolution. Consulted with customers to resolve service and billing issues. Remained calm and professional in stressful circumstances and effectively diffused tense situations. Improved customer service wait times to mitigate complaints. Customer Service Representative / Fanatics Inc. - Jacksonville, FL 06/2015 - 03/2017 Handled Merchandise Order calls and Customer Service telephone and written communications Provided support to Fans regarding order status, product availability/description, and other questions Advocated for Fans by owning their problems or questions and working relentlessly to deliver an amazing experienceHandled inbound calls and written communications from Fans regarding orders and customer service inquiries Composed email responses, created tickets, and followed through on Fan requests in a reasonable amount of time.Set up and activated customer accounts.Educated customers on special pricing opportunities and company offerings. Answered inbound calls, chats and emails to facilitate customer service. Consulted with customers to resolve service and billing issues. Upheld quality control policies and procedures to increase customer satisfaction. EDUCATION AND TRAININGSome College in Liberal Arts & Sciences 02/2014Florida State College at Jacksonville - Jacksonville, FL Technical Certificate in Cosmetology 01/2012Regency Beauty Institute - Jacksonville, FLGeneral Education Degree 01/2005Florida State College at Jacksonville - Jacksonville, FL |
