Customer Service Support
Resume:
JUANITA L. TROTTER
Roxboro, N.C. *****
**********@*****.***
EXPERIENCE
September 2012- January 2014 QBE First Mortgage
• Provided support to Homeowners via call center. Inbound and Outbound
• Assist in setting up claims for victims of natural disasters and
catastrophes.
• Assisted customer is setting up appointments to have inspections of
property done,
• Explained to customers how the claim process works and what we can do
for them during this difficult time.
• Assist Agents and Borrowers with Mortgage payments
• Assist with advising on how mortgage and insurance process works.
March 2010-August 2012 Verizon/Frontier Communications - Customer/Administrative
Support
• Provided support to Large and Small Business Customers. Support
by phone, email and live chat and in person.
• Entered customers information into Data System
• Added/deleted accounts/• Active Directory assistance
• Arranged meetings and luncheons for staff
• Analyzed data for customers and staff
• Kept office and kitchen area clean
• Ordered needed supplies
• Organized in excel spreadsheet attendance
• Follow-up via phone, email or live chat
• Handled customer inquiries on billing issues, assisted with
payments and website support within a high volume workload in a
deadline driven environment.
• Successfully diffuse volatile customers that resulted in
getting a personal letter of commendation.
• Followed SLA Agreements
• Worked with Lotus Notes, Outlook and Microsoft, Excel, Power
Point, Remedy Remote Access, SAP
• Kept track of the issues with CMIS tracking system
• Hardware break/fix on minor hardware issues
June 2011-December 2011 Urgent Care of Person County
• Registered patients as the needed to be seen by doctor
• Inbound and Outbound Calls to patients to check on how they are doing
• Scheduled appointments
• Scheduled referrals if needed
• Assisted in payment processing
• Assisted customers with new paperwork
January 2005-September 2008 - SmartOnline -Customer Service Support Analyst
• Assisted with setting up domain names for Independent Business Owners.
• Took calls for website issues
• Worked (via phone, email or in person) with technical response
teams on incidents that have not been responded to and/or
resolved in order to ensure highest level of customer service.
• Helped explain to customers how their websites are setup and how it
works for them
• Assisted customers with processing payments
• Kept track of issues via ticketing system
June 2002-September 2005 -Metro PCS Telvista Communications - Customer/Technical
Support
• Performed tasks related to setting up customers accounts
answering customer inquiries received via telephone, or through
applications and correspondence.
• Provided program information, rules, regulations, laws and
policy and procedures.
• Monitor incident management queue
• Consistently met or exceeded sales goals and established
reputation for outstanding customer service.
• Provided contact information directly to customers.
• Support also provided to staff members.
• Earned a reputation for customer service excellence.
• Escalated Tier 3 problems to appropriate support groups
• Achieved the lowest customer escalations, resolving customer issues at first point of contact.
EDUCATION
Piedmont Community College-2000-2005
Associates Degree - Computer Skills and Technology/Computer Science
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