Customer Service Associate
Resume:
TASHUNIA PLUMMER
New York NY
*************@*****.***
Customer-focused professional willing to go extra mile to meet customer needs, increase satisfaction and promote loyalty. Expertly handles diverse concerns with solution-focused mindset and attention to detail. Excels in research, documentation and problem-solving.
Calm and Professional Under Pressure
CRM Software
Issue and Complaint Resolution
De-escalation Techniques
POS Systems and Ordering Platforms
English Fluency
Verbal Communication
LiveChat Messaging
Patient and Empathetic
Excellent Attention to Detail
Microsoft Office Suite
10/2016 to Current
TSI CORPORATION
New York, NY
Customer Service Associate
On average, answering 70+ inbound calls during a shift. Taking orders, inputting orders into our proprietary system. Provide customers with their order number and approximate service date. Make outbound customer calls to inform customers of any delays or changes in service. Discuss billing issues with customers and offer possible solutions. Research information for the appropriate issue.
Assisted customers with making payments or establishing payment plans to bring accounts current. Organized client contracts, records and reports to strengthen traceability. Met and exceeded productivity targets by handling every interaction with top-notch customer service. Addressed inquiries, resolved customer issues and managed customer relations. Promoted brand and marketing campaigns to create interest with customer. Scanned and stored files and records electronically to reduce paper files and secure data. Partnered with internal teams to uncover customer needs and cross-sell opportunities. Used collateral material and documents to share information about services, products and promotions. 02/2008 to 09/2016
VERIZON
New York, NY
Technical Support Representative
Answer an average of 100 inbound calls per day in a high-volume call center environment. Resolve customer complaints and ensure calls are handled in a professional and prompt manner. Contributed to the company's highest quarterly customer satisfaction rate 90%. Consistently earned above average or excellent on-call quality evaluations. Answer and resolve all inquiries from customers.
Conduct outbound calls when needed.
Assisted customers with various types of technical issues via email, live chat and telephone. Walked customers through common phone hardware and software configurations to maximize service functionality.
Documented customer complaints and inquiries for use in technical documentation and bug tracking. Assisted customer in understanding products, components and systems using technical demonstration. Resolved record-breaking backlog of support tickets following major system malfunction. Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting. MEDICAL TRANSPORTATION MANAGEMENT
New York, NY
SUMMARY
SKILLS
EXPERIENCE
Medical Office Assistant 10/2003 to 01/2008
Performed data entry tasks and filed patient reports on a daily basis. Created 20+ reports, memos, graphs, and charts for management. Worked with medical office staff to ensure completion of tasks on schedule. Managed tasks using MS Office and database spreadsheet applications. Scheduled testing and appointments for patients both in person and over the phone. Ensured daily medical records are pulled and organized correctly. Processed financial information and transactions for medical billing. Participate in management meetings, recording notes and creating action plans. Received and screened telephone calls and visitors by determining or addressing needs. Answered telephones and directed calls to appropriate medical or administrative staff. Scheduled tests, lab work or x-rays for patients based on physician orders. Arranged hospital admissions for patients as required. HIGH SCHOOL DIPLOMA
Washington Irving, New York City
EDUCATION AND TRAINING
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