Customer Service

Carla Matthews

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

Candler, NC 28715

P: 828-***-****

E: ***********@*****.***

PROFILE

Customer Service Phone, Email, and Chat Agent who maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty in order to impact the company in a positive manner.

Skills

• Ability to listen exceptional, build relationships, strongly communicate verbally and written.

• Ability to work in a fast paced virtual atmosphere earning Premium Elite Status while in training.

• Ability to proficiently multitask and navigate using a Windows based system, Microsoft Office Software, and Xendesk

• Actively using solid writing and strong communications skills social media bridges resources for success.

• Ability to troubleshoot problems to find speedy resolutions

• Elite Status 7 of 9 months

• Skilled at handling multiple issues at once to efficiently solve a large number of inquiries.

• Experience working independently in a minimally structured environment

Experience

UBER CUSTOMER SUPPORT SPECIALIST, ZEROCHAOS; REMOTE OFFICE CANDLER, NC Nov 2014-PRESENT

• Delivering efficient high-quality customer service independently in minimally structured environment via a email support

platform.

• Advocating with passion for riders and drivers while answering questions as needed.

• Empathetically solve issues that arise while addressing unsatisfactory experiences.

• Triage issues and escalate them when necessary

• Solid writing skills that provides quick efficient responses to inquiries.

• Passion for helping others and creating customer support experiences that wow users

• Handle multiple issues at once to efficiently solve a large number of inquiries

CALL CENTER OPERATIONS MANAGER, OLLIS & OLLIS INC.; REMOTE OFFICE CANDLER,NC Sept 1995- Aug

2014

• Managed all call center functions and ensured efficiency in work.

• Maintained and designed reports for various call center metrics.

• Assisted in training new agents on various call center procedures.

• Administered efficient working of staff and prepared schedule for call center.

• Monitored team and evaluated call center results and ensured achievement of all performance targets.

• Coordinated with department heads and ensured effective working in all aspects of projects.

• Developed and monitored call center budgets.

• Prepared performance reports for employees to be submitted to management.

• Handled 4-5 Chat Windows assisting clients with tech support, billing, and ordering services

Education

Asheville Buncombe Technical Community College, Asheville, NC; Continuing Education - 2000

Clyde A Erwin High School, Asheville, NC ; Diploma - 1996

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