Customer Service Technical Support

Juanita Crooms

** ***** **. *******, ** ***** 203-***-**** *******.******@*****.***

Customer Relations Coordinator

As a dedicated and knowledgeable professional with more than 18 years of experience in customer service and support, I seek to bring my skills and abilities to add value to your company.

Record of achieving high levels of customer satisfaction and meeting deadlines through excellent service independently.

Superb negotiation, multitasking, conflict resolution and problem-solving skills.

Adept at identifying customer needs and providing appropriate product and service recommendations via email, solicitation, research, written and oral communication.

Experience delivering technical support and performing high volumes of data entry in a timely manner.

Proficient in Microsoft Excel, PowerPoint and Word, Salesforce, CashPro, Bumgar, Workday, Skype, and Oracle programs.

Highly adaptable, able to learn new skills and systems quickly, accurately and in a timely manner.

Strong communication and interpersonal skills, team player and able to liaise at all levels.

Self-motivated, reliable, detailed oriented and resourceful with an exceptional work ethic.

Professional Experience

YALE UNIVERSITY

YSS Financial Assistant, July 2017 – January 2018

Deliver administrative, financial, and customer service support through financial migration process to ensure organizational success from Oracle to Workday

Field incoming calls and answer transaction questions from departments, units, and vendors.

Research and promptly resolve issues to ensure customer satisfaction.

ACCOMPLISHMENTS

Within 6 months I went from working 6 cases a day to 30 cases a day.

Updated 1500+ Vendor contact info such as email, phone number and address in Workday in 2 days.

VERIZON WIRELESS CORPORATE

Technical Support Expert, 1999 – March 2017

Handled about 23 escalated customer calls per day in a fast-paced environment and fixed technical issues with their equipment, such as cell phones, tablets, and wireless internet devices.

Collaborated with the Network Team to resolve network problems throughout the country.

Processed returns and exchanges of defective devices for clients.

Consistently achieved high levels of customer satisfaction through prompt and effective service.

Educated customers about payment information, such as how and where to make payments, and billing cycle dates.

Collected at least $1 million each month from overdue accounts in a positive and friendly manner.

Maintained confidentiality of customers’ personal and sensitive information.

Identified customer needs by doing research and solicitation on products and provided appropriate product and service recommendations.

Strategically consolidated orders to minimize shipping costs.

Contacted concerned customers to collect feedback in an effort to better serve them.

Education

High School Diploma

Maloney High School, Meriden, CT 1990

A+ Certification, Comp TIA, 2010

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