Customer Service Technical Support

JESSICA EZEMBA

Houston, TX ***** 713-***-**** ********@*****.***

Dedicated Customer Resolution Specialist with 8 years of experience in resolving customer inquiries and issues to ensure exceptional satisfaction. Proven expertise in empathetic communication, problem-solving, and conflict resolution. Adept at maintaining detailed records and providing effective solutions. Committed to delivering top-tier customer service and enhancing overall customer experiences. Customer Feedback

Call Center Processes

Technical Troubleshooting

Listening Actively

Interpersonal Communication Skills

Customer Satisfaction

Consumer Loyalty

Livechat Messaging

Order and Refund Processing

Administrative Support

Administration and Reporting

Investigate Claims

Conflict Resolution Techniques

Employee Coaching and Mentoring

Individual Sessions

Microsoft Office

Team-Building Exercises

Complex Product Knowledge

Administrative and Office Support

Document and Records Management

Professional Relationships

Business Analysis

Regulatory Compliance

Data Communications

Constructive Feedback

Customer Service Resolution Specialist, 08/2021 - 08/2023 Verizon – Houston, TX

Proficient in maintaining accurate and organized records of customer interactions and technical support provided.

Address and resolve customer inquiries, complaints, and technical issues related to phone and internet services.

Assist customers with billing inquiries, plan changes, and account management. Communicate with customers through phone, email, and chat maintaining a professional and empathetic PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

approach.

Ensure that customer service and technical support meet or exceed company standards for accuracy and professionalism.

Lead Customer Service Specialist, 08/2019 - 08/2021 Nordstrom – Houston, TX

Supervise, train, and mentor a team of customer service representatives, ensuring that they meet performance standards and deliver exceptional service. Assist in managing and resolving escalated customer issues, ensuring swift and effective resolutions. Provide guidance and support to team members in addressing and resolving customer inquiries, concerns, and issues.

Develop training programs and materials to help team members improve their customer service skills and product knowledge.

Collaborate with other departments to address customer concerns and work on process improvements. Office Administration Manager, 07/2017 - 08/2019

Houston Community College – Houston, TX

Manage and oversee day-to-day administrative operations of the college office, ensuring smooth functioning and efficiency.

Maintain and organize college records, documents, and files, ensuring compliance with regulations and retention policies.

Coordinate schedules and calendars for college events, meetings, and appointments. Provide administrative support to senior management and faculty, including document preparation, report generation, and data analysis.

Oversee facilities and office space, ensuring a safe and organized working environment. Customer Service Specialist, 11/2015 - 09/2017

Walmart – Houston, TX

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions. Took payment information and other pertinent information such as addresses and phone numbers to place orders.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Bachelor Of Science: Computer Science

EDUCATION

Prairie View A & M University - Prairie View, TX

Business Administration

Houston Community College - Houston, TX

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