Customer Service Technical Support
Resume:
Tiffany Gerald
Cary, NC ****3
***********@*****.***
. Motivated and self driven professional with over 11 years experience
in customer service and advocacy, as well as technical support, sales
and project management. I have a proven track record of enhancing the
customer experience and improving retention through knowledge,
patience, and understanding.
. Highly qualified for a service based position requiring an emphasis on
Customer Satisfaction. Passionate about building lasting client
relationships and maximizing quality. Excellent organizational skills
combined with the ability to learn quickly and adapt to new challenges
while being proactive to a business's core needs.
AREAS OF EXPERTISE
. Relationship Building
. Customer Satisfaction
. Productivity Improvement
. Data Entry/Accuracy
. Microsoft/Macintosh Applications
. Complaint Handling and Resolution
PROFESSIONAL PROFILE
1NW CONTACT--Inbound Customer Service/Contractor (home based)
Thousand Oaks, CA, 1/14-04/14
. Dealing efficiently with questions and inquiries from customers about
television commercial via inbound calls
. Processed orders, applications and requests for information
. Used logical questioning skills in an appropriate manner to obtain the
maximum relevant information from the customer in the minimum
effective time.
. Provided exceptional customer service while building relationship with
customer
RTI International--Data Collection Specialist
Raleigh, NC, 07/13-12/13
. Contacted and Identify the correct point of contact for each medical
provider
. Communicated to participants the importance of the survey and why
their participation is valuable
. Send/confirm receipt of authorization forms to provider before
collecting data
. Extract medical records from faxes and entered relevant medical and
financial information into a CRM database
Guthy-Renker --At-Home Call Center Agent (home based)
Arden, NC 01/13-04/13
. Served as first contact for inbound calls for a busy large beauty
product manufacturer.
. Promoted the company's products and services to customers
. Able to identify and act upon potential sales opportunities
. Provided support for billing, claims, credit, product order entry, and
pricing
. Responded to customer inquiries and resolved all issues while ensuring
the delivery of excellent customer service through fast and accurate
order processing
Kelly Services - Home Based Technical Support Advisor 05/10 to 11/10, Ninja
Tech Trainer, 11/10 to 03/12 Troy, MI, 05/10 to 03/12
. Responded promptly to customer inquiries via telephone, email, or chat-
always in a professional and efficient manner
. Supplied live technical support to customers with hardware/software
and connectivity issues with their iOS devices
. Conveyed in a reassuring manner step by step instructions to resolve
complex technical issues while providing customer satisfaction and
retention
. Recorded and analyzed data from customer complaints to identify
recurring problems and limit repeat complaints.
. Promoted to assume additional responsibilities as Ninja Technical Co-
Trainer over 200+ new employees
ACS-- Technical Support Advisor
Raleigh, NC, 11/09 to 4/10
. Responded promptly to customer inquiries via telephone, email, or chat-
always in a professional and efficient manner
. Supplied live technical support to customers with hardware/software
and connectivity issues with their iOS devices
. Conveyed in a reassuring manner step by step instructions to resolve
complex technical issues while providing customer satisfaction and
retention
. Recorded and analyzed data from customer complaints to identify
recurring problems and limit repeat complaints.
EDUCATION AND TRAINING
Strayer University 2008-2010; 2012, Raleigh, NC *BBA in Management
School of Communication Arts Raleigh, NC *Digital Media
Marion County Technical Center, Marion, SC *Certification in Digital Media
Marion High School Marion, SC 2003 *HS diploma
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