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Customer Service Representative

Jonesboro, GA
March 15, 2018

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Fannie Cameron

**** ********** ***

Riverdale, Georgia 30274


Summary: Interested in Work From Home opportunities.

Summary of Qualifications

Customer Obsession Skills

• Empathize with and prioritize customer needs

• Uphold company values and respect every customer

• Exude patience and ownership with each customer

• Resolve conflicts and set appropriate expectations with customers

• Determine customer needs and provide appropriate solutions

Communication Skills

• Communicate clearly and concisely with both external customers and coworkers

• Document customer account activities thoroughly and concisely

• Comprehension skills-- clearly understand and respond appropriately to the issues that customers present

• Composition skills-- consistently compose a grammatically correct, concise, and accurate written response to customer issues

Problem Solving Skills

• Approach problems logically and with good judgment to ensure the appropriate customer outcome

• Make appropriate decisions on behalf of the customer quickly and effectively

• Desire to continually learn

• Solution orientated and self-motivated

• Effectively prioritize work time

Professional Experience

January 2018– Present - Concentrix – Product Support Specialist for Turbo Tax – Work At Home

Defined practices, procedures and company policies to triage, troubleshoot and resolve moderately complex problems exercising good judgment. Interact with customers via phone, chat and email utilizing strong written and verbal skills as well as deep customer empathy via these 5 aspects: Primarily assist TurboTax customers who have begun using the software or online product and need assistance navigating or troubleshooting issues they experience within the product.

Assist customers who have completed their taxes using TurboTax and are at the stage of printing and filing their returns. Troubleshoot hardware and software issues. Help customers with product selection and purchase inquiries, updating of billing information and data entry. Assist customers with inquiries regarding product configuration, troubleshooting errors and other issues encountered during the installation / download procedures. Help customers who are working on their return with both product/software inquiries, as well as with tax software questions and calculations.

July 21, 2017 – January 2018– Concentrix – Product Sales Specialist for Apple Computers – Work At Home

As a Product Sales Advisors, I provide premium customer service experience by responding to inbound phone contacts to troubleshoot and resolve advanced technical issues while supporting one of the largest technology companies in the world. Help customers with buying opportunity and understanding the products they are interested including recommendations.

Positively taking ownership of customer interactions with a dedication to resolving their product issues

Provides a high level of world class customer service to a diverse range of customers by exceeding customer’s expectations.

May 2016- April 2017– NTI – Solutions Advisor/Recruiting Scheduler – Work From Home

Conducts the recruiting life-cycle to provide solutions to candidates and clients including general prescreens and job specific interviews.

Contact individuals with disabilities by telephone to determine appropriateness for our client’s positions.

Inform candidates about positions, program information, eligibility requirements, as well as provide information on the client’s application process...

Work from a script while entering information into an online database.

Coach candidates on resume and interview best practices.

Assist with answering emails

IRS – October 3015 – May 13, 2016 - Order Entry Clerk – Work at Home

Fill individual/companies orders for tax forms and publications. Assist individuals/companies with forms needed to file tax returns. Answer tax questions.

AMAZON– November 2014 – May 2015 Customer Service Associate (Seasonal) Work At Home

Provide technical support for Amazon Instant Video, Kindle Fire Tablets, Fire TV/Stick, AppStore applications (games, in-app, and apps), Fire Phones, Sling TV, HBO to GO and more. Problem Solve, troubleshoot and resolve customer issues or concerns. Escalate problematic issues to appropriate technical level. Determine appropriate refunds, replacements and repairs.

Education - East Rome High School, Kirkman Technical High School, Tech Center Business College (Associate Business), DeVry University 2013, BS -Technical Mgmt. –Small Bus. Mgmt. & Entrepreneurship

Certifications/Software - Microsoft Proficient – Excel, Word, Access, PowerPoint, QuickBooks, Quicken, Simple Accounting, Small Business Bookkeeping

Skills - Type 120 wpm, excellent communicator, proficient in Microsoft Office Suite, great proofreader, excellent writer. Computer Skills: • Familiarity with multiple browsers, multiple tabs and window navigation and instant messenger tools• Fluency in Windows Operating Systems and Microsoft Outlook

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