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TORI MCNEILL

ad1x7j@r.postjobfree.com 757-***-**** Hampton, VA 23661

With over ten years of customer service experience, I am confident and fluent in customer and client services/relations. I am searching for a work from position to devote my skills, knowledge and helpful insights. I will be an asset in assisting businesses and clients achieve their professional goals. I always welcome new challenges and learning experiences. Summary:

I am a multitalented Customer Service Advisor experienced with Apple products such as Tier two iTunes, Apple Pay/Cash, Agreement Administration and Tier one troubleshooting. I am also diverse in Windows systems, account maintenance, customer retention, and working from home with strong and friendly phone contact handling skills. Active listening and the ability to multitask, prioritize, and manage time effectively comes naturally. It is a pleasure to smoothly resolve customer issues with being highly organized and having excellent oral and written communication skills. Professional phone etiquette, with attention to detail and understanding different types of personalities is a must to make our customers feel comfortable. I am able to meet deadlines and work well independently or with a team. Being advanced in customer service is always a comfort for my customers. I am looking for a new role where hard work and dedication will be highly valued.

Responding to Difficult Customers

Courteous with Strong Service Mindset

Customer Data Confidentiality

Upbeat and Positive Personality

De-escalation Techniques

CRM Software

Data Entry

Understanding Customer Needs

Creative Problem Solving

Building Customer Trust and Loyalty

Customer Retention Strategies

Multitasking and Prioritization

Efficient and Detail-Oriented

Customer Account Management

Verbal and Written Communication

Calm and Professional Under Pressure

Issue and Complaint Resolution

Call Documentation

Client Engagement

MS Office

Patient and Empathetic

Administrative and Office Support

Time Management

Document and Records Management

Policies and Procedures Adherence

First-Tier Technical Support

Remote Office Availability

Work Prioritization

LiveChat Messaging

Refunds and Returns Management

Cultural Awareness and Sensitivity

Computer Proficiency

Regulatory Compliance

Teamwork and Collaboration

Proficiency in Microsoft Office and G Suite

Relationship Building

Team-Oriented and Cooperative

Proactive Self-Starter

Membership Inquiries and Renewals

Computer Skills

Product Recommendations

Establishing and Maintaining Customer Relationships Strong Analytical and Problem Solving Skills

Call Volume and Quality Metrics

Excellent Attention to Detail

Microsoft Office

Microsoft Office Suite

Billing Adjustments and Refunds

Invoice Preparation and Processing

Inbound and Outbound Calling

Summary

Skills

Experience

Concentrix Hampton, VA

Senior Customer Service Advisor

02/2019 - 10/2022

Utilized active listening skills and asked open-ended questions to ascertain customer call needs.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Answered inbound calls, chats and emails to facilitate customer service. Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Maintained knowledge of company products and services to promptly resolve complaints and concerns.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Upheld quality control policies and procedures to increase customer satisfaction.

Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.

Set clear expectations and helped employees pursue optimal paths for achieving each target.

Conducted training and offered staff development opportunities to decrease process lags.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Conducted research and reviewed findings to solve customer issues. Explained benefits, features and recommendations to maximize client retention.

Rolled out operational improvements and solutions to deliver top-notch customer service.

Processed documentation and troubleshot discrepancies to build client rapport.

Organized client contracts, records and reports to strengthen traceability. Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.

Concentrix, Apple products

Technical Advisor

01/2015 - 10/2017

Handled Apple product malfunctions by troubleshooting product and determining cause of malfunctiions.

Evaluated software or hardware to recommend improvements or upgrades.

Maintained positive working relationship with fellow staff and management.

Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.

Answered user inquiries to resolve computer software or hardware operation problems.

Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support. Maintained records of data communication transactions, problems and remedial actions or installation activities.

Referred major hardware or software problems or defective products to vendors or technicians for service.

Maintained audit trail and statistical records of problems and conditions reported by client.

Teletech at Home, Buy Project

Customer Service

11/2012 - 01/2015

Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

Adjusted bills and refunded money to resolve customers' service or billing complaints.

Updated databases with new and modified customer data. Collected deposits or payments and arranged for billing. Conferred with customers by telephone or in person to provide information about products or services and take orders. Strengthened customer retention by offering discount options. Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Promoted available products and services to customers during service, account management and order calls.

Recommended improvements in products, service and billing methods to management to prevent future problems.

Referred unresolved customer grievances to designated departments for further investigation.

United States Marine Corps

06/2003 - 01/2011

Clarion University of Pennsylvania Clarion, Pennsylvania Bachelor of Science in Communications

01/2001

Education and Training

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