Customer Service Technical Support

BETH RENEE UNDERWOOD-DANCY

Skills

Inbound and Outbound Calling

Call Management

Microsoft Outlook

Product Knowledge

Problem-Solving Abilities

Conflict Resolution

Customer Service Aptitude

Technical Support

Problem Solving

Empathy

Microsoft Excel

Teamwork

CRM Software

Knowledge Of Policies And Procedures

Adaptability

Professionalism

Positive and Professional

Typing Proficiency

Typing 40 WPM

High Energy Attitude

Reading Comprehension

Active Listening

Organizational Skills

De-escalation Skills

Stress Management

Time Zone Management

Resourcefulness

Customer Focus

Sharepoint

Data Entry

Help Desk

Orcit

Skype

Kronos

Oracle

Experience

Tier II Fraud/ Claim Agent and MRA Agent

TTEC (2020-2024)

Provide exceptional customer service by promptly addressing client inquiries, concerns, and escalations.

Continuously enhance product knowledge and sales techniques through training and professional development opportunities.

Meet or exceed individual and team sales targets to contribute to the overall success of the organization.

Handle incoming customer calls and inquiries related to fraud, claims, and medical record analysis. Conduct thorough investigations into fraudulent activities, utilizing available resources and tools. Verify and validate customer claims by reviewing relevant documentation and conducting interviews when necessary.

Provide accurate and timely resolution to customer issues and concerns, ensuring a high level of customer satisfaction.

Collaborate with internal teams and external stakeholders to gather additional information and evidence for fraud cases.

Document all interactions, investigations, and findings in the appropriate systems or databases. Identify patterns and trends in fraudulent activities and report them to the appropriate teams for further analysis.

Adhere to company policies, procedures, and regulatory guidelines while handling sensitive customer information.

Stay updated on industry regulations and best practices related to fraud prevention and detection. Assist in training and mentoring Tier I agents, providing guidance on fraud-related matters. Participate in team meetings and contribute to process improvements and workflow optimization. Maintain confidentiality and professionalism when dealing with sensitive customer information and Huntsville AL 256-***-**** ***************@*****.*** fraud investigations.

Meet or exceed performance targets, such as call quality, productivity, and customer satisfaction metrics.

Customer Service Representative

TTEC (2020-2021)

Provided exceptional customer service to clients by promptly addressing inquiries, concerns, and escalations.

Handled a high volume of customer interactions through various channels, including phone, email, and chat.

Demonstrated strong product knowledge to effectively assist customers with their inquiries and provide accurate information.

Resolved customer issues and complaints in a professional and efficient manner, ensuring customer satisfaction.

Collaborated with cross-functional teams, including technical support and sales, to meet customer needs and achieve service objectives.

Documented customer interactions and maintained accurate records of customer inquiries, resolutions, and feedback.

Adapted to evolving customer needs and company policies by staying updated on product updates and procedural changes.

Participated in training sessions and workshops to enhance product knowledge and customer service skills.

Consistently achieved and exceeded performance targets, including customer satisfaction ratings and average handle time.

Contributed to a positive team environment by actively participating in team meetings and sharing best practices.

Inbound Sales /Customer Service Representative

The Home Depot (2020-2020)

Acted as an inbound sales and customer service representative for Home Depot, handling customer inquiries, orders, and concerns.

Effectively communicated product information, promotions, and pricing details to customers to drive sales and enhance customer satisfaction.

Assisted customers in making informed purchasing decisions by providing recommendations and guidance based on their needs and preferences.

Successfully processed sales transactions and accurately entered customer orders into the system, ensuring timely delivery of products.

Resolved customer issues and complaints in a professional and efficient manner, aiming to achieve customer satisfaction and retention.

Demonstrated strong product knowledge across a wide range of Home Depot offerings, including home improvement products, appliances, and tools.

Utilized active listening skills to understand customer requirements and provide personalized solutions, fostering positive customer relationships.

Collaborated with cross-functional teams, such as inventory management and delivery services, to ensure smooth order fulfillment and delivery processes. Consistently met or exceeded sales targets and key performance indicators, including conversion rates and customer satisfaction ratings.

Maintained accurate and detailed customer records, documenting interactions, inquiries, and resolutions for future reference.

Adapted quickly to changing policies, procedures, and product updates, staying up to date with the latest information to provide accurate and reliable assistance to customers. Demonstrated excellent time management and organizational skills, effectively multitasking between sales calls, order processing, and customer inquiries. Education

1993 High School Equivalency Certificate, Department of Education, State of Alabama 1987 – 1988 Nursing Assistant, International Career Institute, Huntsville, Alabama 1982 – 1986 Lee High School, 606 Forest Circle, Huntsville, Alabama

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