Customer Support Service

JESSICA OGU

Fort Worth, TX 682-***-**** ************@*****.***

A knowledgeable, solution-driven Customer Support lead with 3 years of experience handling frontline customer inquiries and leveraging unique techniques to identify, diagnose, escalate, and resolve customer issues. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Professional Experience

Outdoor Sales Representative

AT&T Dealer January 2024 – August 2024

Traveling through sales territories, identifying potential deal partners, creating revenue targets and working with marketing companies on advertising strategies.

Greets potential customers, listens to their needs and problems, and steers them toward products and services that can help them address their needs.

Negotiating prices, creating display and reporting to managers.

Serving as an Account Manager to deal partners .

Builds customer relationships, follow ups on leads, maximizes sales opportunities.

Identify prospects, ensure customer satisfaction and constantly seek new opportunities to drive business growth

MTN Remote

Customer Support Lead May 2022 – October 2023

Led the call center team of inbound and outbound representatives by setting goals, monitoring calls, handling performance reviews, and coaching staff to improve customer service and increase productivity.

Hosted daily status calls and ad hoc meetings as requested to ensure client satisfaction in an ever-changing environment.

Ensured positive customer experience by proactively managing and growing customer relationships.

Maintained a positive and professional attitude toward customers to foster positive experiences resulting in repeat online purchases.

Helped customers troubleshoot issues such as signal, equipment, connection, and any other issues where customers were not receiving optimal service from Comcast.

Processed orders, monitored back orders, invoiced, and followed shipping procedures to expedite the online ordering process.

Provided empathetic and amiable communications to callers in stressful situations.

Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.

Processed orders, monitored back orders, invoiced, and followed shipping procedures to expedite the online ordering process.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Followed up with customers regularly regarding services scheduled and payments due.

Core Competencies: Communication skills, Customer service, Microsoft Word, Microsoft Excel,, Customer Relationship Management, Complaint Resolution, Sales Expertise, Technical Support, D2D Sales, Inbound and Outbound Calling, Verbal/Written communication,, Deadline-driven, Conflict Resolution, Relationship Building, Problem-solving, Creative Thinking,

Education & Certifications

Tarrant County College- Associate’s Degree of Science in INFORMATION TECHNOLOGY

(Ongoing)

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