Customer Service Technical Support
Resume:
Kamilah S Douthard
Customer Service Specialist
**********@*****.***
PROFESSIONAL PROFILE
Dedicated and detail-oriented customer service professional with a proven track record of delivering exceptional support. Possesses excellent communication skills and the ability to empathize with customers. Proficient in handling inquiries, resolving issues, and ensuring customer satisfaction. Adaptable to work-from-home environments, demonstrating strong organizational skills and a commitment to exceeding performance metrics. PROFESSIONAL EXPERIENCE
EDUCATION
Business Management
Jacksonville State University
1997-2003
SKILLS
Strong written and verbal
communication.
Active listening for understanding
customer needs.
Familiarity with remote communication
tools (e.g., Zoom, Teams).
Ability to navigate CRM software and
ticketing systems.
Analytical thinking to identify and resolve
customer issues.
Efficient troubleshooting and creative
problem-solving.
Patience in addressing customer
concerns.
Ability to provide excellent customer
service remotely.
Effective multitasking to handle multiple
customer inquiries.
Meeting response and resolution time
targets.
Flexibility in adjusting to different
customer needs.
Ability to adapt to changes in
procedures or technologies.
Comprehensive understanding of the
company's products/services.
Continuous learning to stay updated on
product developments.
Ability to collaborate with remote teams.
Sharing insights and solutions within the
team.
Skill in managing and resolving
customer conflicts.
Turning challenging situations into
positive experiences.
Accuracy in recording and documenting
customer interactions.
Ability to work independently with
minimal supervision.
Taking initiative to improve processes
and customer satisfaction.
Senior Technical Support Advisor
Conduent Remote 2018-2024
Provided expert-level technical support for remote customers, demonstrating a deep understanding of complex issues related to personal electronic products.
Successfully resolved escalated technical challenges, ensuring timely and effective solutions while maintaining a high level of customer satisfaction.
Collaborated with cross-functional teams to improve internal processes, contributing to a more streamlined and efficient technical support environment. Shift Supervisor
CVS Hoover, AL and Charlotte, NC 2016-2019
Orchestrated daily operations as a shift supervisor, overseeing and managing a team of 2-4 employees to ensure smooth workflow and adherence to company standards.
Implemented effective training programs for team members, resulting in increased efficiency and a reduction in errors during shifts.
Proactively addressed and resolved customer concerns, fostering positive experiences, and consistently meeting or exceeding service standards. Outdoor Lawn and Garden Associate
Lowe’s Gadsden, AL 2015-2016
Provided expert guidance and assistance to customers in the outdoor lawn and garden section, demonstrating in-depth knowledge of various plants, gardening tools, and landscaping materials.
Maintained a well-organized and visually appealing retail environment, ensuring inventory accuracy and efficient product replenishment to meet customer demand.
Delivered exceptional customer service by offering personalized recommendations, answering inquiries, and providing valuable insights on lawn care and gardening practices, resulting in increased customer satisfaction and repeat business. REFERENCES
Arcale Turner
Conduent, Remote
Supervisor
T: 661-***-****
E: ******.******@********.***
PROFESSIONAL EXPERIENCE
Director of Residential Services
Sterling Companies Gadsden, AL 2013-2015
Spearheaded and directed residential services for over 75 employees and managed six group homes, ensuring the delivery of high-quality care and support to residents.
Implemented strategic initiatives to optimize operational efficiency, resulting in improved staff performance, enhanced resident satisfaction, and streamlined administrative processes.
Fostered a positive and collaborative work environment by implementing training programs, conducting regular evaluations, and facilitating open communication channels, contributing to a cohesive and effective. Assistant to the Coordinator of Instructional Services The Learning Tree Inc. Piedmont, AL 2006-2013
Organized work schedules and daily assignments for around 40 staff members.
Fostered a connection between the guardians of all 24 students and the educational department.
Maintained the filing system of legal and educational documents. Kay Koranda
Conduent, Remote
Supervisor
T: 605-***-****
E: ***.*******@********.***
Tiwana McKnight
Spark, Anniston, AL
Independent Contractor
T: 256-***-****
E: ***************@*****.***
Alexandria Sattiewhite
VA Hospital, Birmingham, AL
Registered Nurse
T: 205-***-****
E: **************@*****.***
Contact this candidate