CAREER OBJECTIVE

Customer-oriented professional promotes proven track record of

successfully resolving customer complaints and inquiries with a focus on enhancing customer satisfaction. Excellent ability to quickly build rapport with customers and handle difficult customer service situations with ease. Skilled in navigating multiple computer systems, multitasking, and troubleshooting customer issues. SKILLS

Excellent in Word, Excel and

Outlook.

• Dependability and the ability

to maintain confidentiality

with discretion and tact

•

Articulate, professional

telephone demeanor

• Fast learner; skilled in call

center operations

•

Fluent in speaking and

writing in the English

language.

• • Type 60 wpm

Training development

aptitude

• • Technical Support

• Order fulfillment • Account management

• Complaint resolution Active listening and analytical problems solving skills

•

• Product Knowledge • MS Office Proficiency

Inbound and Outbound

Calling

• Customer Complaint

Resolution

•

• Multi-Line Phone Systems Customer Account

Management

•

Merchandise Orders and

Exchanges

•

CONTACT

757-***-****

ad1ulu@r.postjobfree.com

Norfolk, VA 23509

EXPERIENCE

Telephone Interviewer/Survey caller

NOV 2023 - PRESENT Braun Research Inc., Remote

DANIELLE BARROW

Foundever

OCT 2023 - DEC 2023 Braun Research Inc., Remote

Customer Service Associate

AUG 2022 - OCT 2023 Foundever/Intuit Turbo Tax, Remote Inbound phone and video customer (WORK AT HOME) service/technical support. Handle technical support questions via phone, with video capability.

- Research, analyze and determine an appropriate course of action for TurboTax customers.

- Interact with customers via phone focusing on software navigation questions as well as assisting customer with locating prior years' returns and amendments.

- Serve as ambassador for the Intuit brand; take a caring and empathetic approach to customer interactions and/or escalation to a higher level of expertise.

- Document all issues, resolution and follow up actions

- Call Centers that provide service during peak season (January – May, 2019) will be required to use SmartLook™ screen share to assist customer via one-way video. At Home Apple Technical Advisor

Provided excellent customer service as a Telephone Interviewer, including responding to inquiries and resolving customer issues. (WORK AT HOME)

•

• Developed strong relationships with customers through positive interactions during interviews.

• Utilized problem-solving abilities to quickly identify solutions for customer complaints or inquiries.

• Proficiently handled multiple tasks simultaneously while remaining focused on delivering superior service levels.

• Regularly monitored call queues and provided support as needed during peak times.

• Performed data entry duties related to telephone interviewing activities, ensuring accuracy of entries made.

• Collaborated with team members to ensure quality control standards were met on all projects. Demonstrated effective communication skills when conducting telephone interviews, utilizing active listening techniques to ensure accuracy of information collected.

•

Maintained accurate records of all interviews conducted, ensuring data was entered into the system promptly and accurately.

•

• Adhered to strict confidentiality requirements when collecting sensitive information from interviewees during calls.

• Intuit QuickBooks Customer Success (WORK AT HOME) Handle calls from customers with issues relating to activities such as website issues, profile issues, property issues, and more.

•

Provide knowledgeable, friendly client service to the worldwide community and properly resolve customer challenges as needed by phone and/or email.

Research and troubleshoots problems using available resources.

•

• Escalate issues appropriately.

• Respond professionally to inbound contacts, including urgent situations

• Compose thoughtful, articulate, and accurate messages, or customizes prepared responses to customer emails.

• Established key performance indicators to ensure objectives were met on time and within budget.

• Developed and implemented strategies to increase organizational efficiency and effectiveness.

• Implemented and executed various strategies for increasing productivity of business and motivating employees.

• Coordinated with vendors regarding product delivery schedules and quality control issues.

• Utilized problem-solving techniques to resolve complex issues quickly and effectively.

• Assisted customers with product selection, order entry, and payment processing.

• Followed up with customers to support satisfaction and resolve any issues. AUG 2019 - DEC 2019 Conduent, US

Customer Service Representative

AUG 2018 - DEC 2018 QVC, US

Regent University C.A.R.E.S. Team Representative

MAY 2017 - MAR 2018 Regent University Student Center Department, US Receptionist Assistant at VCU

FEB 2016 - JUN 2016 VCU Interdisciplinary Science Building, US Customer Service Representative

FEB 2009 - JUN 2014 State Farm, Norfolk, VA

The At Home Advisor position is part of Apple Support, the group that provides customer service, troubleshooting, and technical support; responsible for answering customers' questions over the phone or via chat about Apple products, services, and accessories, including both software and hardware.Managed call flow to respond and resolve service and technical problems for customers by asking clear and specific questions.Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.Referred unresolved customer grievances to designated departments for further investigation.Developed tutorials and instructional documents to educate customers on available troubleshooting tools.Utilized diagnostic tools to identify and solve variety of technical issues.

•

Processed customer service inquiries, orders promptly courteously and professionally to increase customer satisfaction by answering calls promptly to avoid on-hold wait times.Responded to customer requests for products, services, and company information.Entered service tickets into incident tracking system to facilitate faster problem identification, resolution and investigation.Provided primary customer support to internal and external customers.Updated account information to maintain customer records.Offered advice and assistance to customers, paying attention to special needs or wants.Participated in team meetings and training sessions to stay informed about product updates and changes.

•

Effectively screened personal and business inbound and outbound calls and directed callers to the appropriate faculty, staff and or department.Maintained appropriate filing of personal and professional documentation.Worked closely with shift manager to solve problems and handle customer concerns.Worked in team environment to maintain high levels of productivity.Counseled and provided holistic support to students; assisted with academic, emotional and social challenges; encouraged and facilitated peer-to-peer conversations to support open communication among mentees.Encouraged students to explore educational, career and age-appropriate and career- related opportunities.

•

Greet visitors, managed multi-line telephone system, provides basic information to faculty, staff, students and the public.Confirmed appointments, communicated with clients, and updated client records.Answers phones, screens call and takes messages.Maintains office duties such as maintain inventory of office supplies, run errands and make deliveries on campus, meeting preparation requirements.Maintained confidentiality of information regarding clients and company.Responded to inquiries from callers seeking information.Restocked supplies and submitted purchase orders to maintain stock levels.

•

Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

•

• Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

• Developed customer service policies and procedures to meet and exceed industry service standards. Responded to customer requests for products, services, and company information. Handled customer inquiries and suggestions courteously and professionally.

•

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Measured and improved customer satisfaction through feedback surveys and analysis. Reached out to customers after completed sales to suggest additional service or product purchases.

•

Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines..

•

EDUCATION

Bachelor of Science in Psychology

JAN 2016 Virginia Commonwealth University, Richmond, VA Associate of Science in Psychology

JAN 2014 Tidewater Community College, Norfolk, VA High School Diploma

JAN 2010 Matthew Fontaine Maury High School, Norfolk, VA REFERENCES

Willeen Stokes — Loving Arms

Government Contractor

803-***-****

ad1ulu@r.postjobfree.com

Kyle Graham — Regent University

Supervisor

ad1ulu@r.postjobfree.com

• Mentor • Former Supervisor

Contact this candidate