Customer Support Service

Malik Robinson

708-***-**** **********@*****.***

Customer Support Specialist with a Proven Track Record that is results-driven and customer-focused as a professional with 3+ of experience in the fast-paced realm of ever changing customer requirements. Adept at providing exceptional customer service by efficiently managing inquiries, resolving issues, and ensuring seamless communication between customers and the delivery team.

Key Strengths:

● Logistics Expertise:In-depth understanding of delivery and courier logistics, including order processing, tracking, and timely fulfillment. Proficient in optimizing routes for efficient and timely deliveries. ● Multichannel Communication:Skilled in handling customer queries through various channels, including phone, email, and chat. Proven ability to maintain a high level of professionalism and customer satisfaction in every interaction. ● Problem Resolution:Demonstrated success in identifying and resolving customer concerns related to deliveries. Proactive in addressing issues and ensuring a positive customer experience. ● Efficient Documentation:Expertise in maintaining accurate and organized records of customer interactions, feedback, and issue resolutions. Proficient use of customer management systems for streamlined documentation. ● Process Improvement:Actively contribute to the enhancement of customer support processes. Identify areas for improvement, implement solutions, and ensure continuous improvement in service quality. ● Team Collaboration:Collaborate effectively with delivery teams and other departments to streamline communication and resolve customer issues promptly. Ensure a seamless flow of information between customers and operational teams. ● Adaptability:Thrive in a dynamic and fast-paced environment. Quick to adapt to changes in delivery schedules, service offerings, and customer requirements.

Achievements:

● Successfully reduced customer query resolution time by implementing a streamlined communication process, resulting in a 27% improvement in customer satisfaction. ● Played a key role in optimizing delivery routes, contributing to a 12% reduction in delivery times and increased overall efficiency. ● Recognized for consistently exceeding customer service targets, maintaining a customer satisfaction rating of 67%.

Technical Skills

Zendesk -Used to manage customer information, interactions, and history. Facilitated a centralized view of customer data, allowing representatives to provide personalized and efficient service. Also used to access knowledge base information about products, services, and common customer queries.

JIRA Service Management- Utilized to manage customer issues or inquiries as tickets. Assisted with prioritizing, assigning, and monitoring the status of tickets to ensure timely resolution.

Microsoft Teams -Utilized MS Teams for chat applications, and messaging to interact with customers and management to assist in addressing customer concerns promptly. In situations where visual assistance is required, ability to employ screen sharing for remote support on applications to guide customers through troubleshooting steps.

Additional tools

MS Office (Word, Powerpoint and Excel)

Education:

Clark Atlanta University : 2018 - Present (Business Administration) Bolingbrook High School: Grad 2018 (Business Administration)

Certifications:

Google Certified Technical Support Technician Work Experience

RVANCE Services LLC. (Il) Customer Support Specialist Dec 2021-December 2023

● Provided assistance to customers through various communication channels,

such as phone, email, and chat. ● Addressed inquiries, resolved issues, and guided customers through the

transportation service process ● Facilitated booking and reservation processes for customers. ● Assisted with scheduling transportation services, ensuring accuracy and

efficiency in handling reservations ● Identified and resolved customer concerns or issues related to transportation

services. ● Worked proactively to find solutions and ensure customer satisfaction. ● Offered detailed information about transportation routes, schedules, fares, and

any other relevant details. ● Kept customers informed about changes or updates in service. ● Handled payment-related queries, process payments, and assist customers with

billing inquiries. ● Ensured accurate and secure payment transactions. ● Maintained accurate records of customer interactions, feedback, and resolutions. ● Used customer management systems to document and track customer support

activities ● Collaborated with other departments within the transportation service to escalate

and resolve issues efficiently ● Communicated customer feedback to improve overall service quality. ● Provided insights and suggestions for improving customer support processes. ● Identified recurring issues and contribute to the enhancement of customer

service policies and procedures ● Adhered to company policies and regulations related to customer service. Stay

informed about transportation service guidelines and ensure customers are

aware of relevant terms and conditions ● Educated customers about self-service options, mobile apps, and other tools to

enhance their overall experience with the transportation service

Elite Global Reliance Logistics LLC (GA) Entry Level Warehouse Support Analyst November 2020 – Nov 2021 ● Daily handling of order processing, tracking, and fulfillment to ensure accurate and timely delivery for warehouse carrier services ● Responded promptly to customer inquiries through various channels, addressing concerns and resolving issues related to shipments, delays, or damaged goods. ● Coordinated with warehouse teams to optimize logistics processes, streamline order fulfillment, and enhance overall operational efficiency. ● Maintained detailed and organized documentation of customer interactions, feedback, and issue resolutions. Generated reports to track and analyze customer service metrics. ● Collaborated with warehouse operations, logistics teams, and other departments to ensure effective communication and swift problem resolution. Acted as a liaison between customers and warehouse carriers. ● Identified opportunities for process improvement in customer support workflows, logistics coordination, and communication protocols. Implemented solutions to enhance service quality. ● Ensured compliance with warehouse carrier service standards and policies. Conducted quality checks to guarantee accurate and error-free order processing. ● Educated customers on warehouse carrier services, shipping procedures, and available options. Provided guidance on tracking shipments and using self-service tools. ● Utilized CRM systems, ticketing platforms, and other relevant technologies to manage customer interactions, track shipments, and streamline customer support processes.

Contact this candidate