Customer Service Support Specialist
Resume:
Taylor Bowling
Johnson City, TN *****
**********@************.*******.***
Dedicated caregiver with 11 years of experience providing compassionate support to clients with daily activities, medical needs, and mobility challenges. Proven technical support specialist with expertise in remote troubleshooting, customer satisfaction, and security protocols. Skilled in retail sales, customer service, and cash handling. Proficient in CRM software and point-of-sale systems. Authorized to work in the US for any employer
Work Experience
Caregiver
Gracie Caudill-Jonesborough, TN
October 2019 to May 2024
• Assisted with daily activities such as bathing, dressing, grooming, and medication management
• Maintained a clean and organized living environment for clients by performing light housekeeping duties
• Provided companionship and emotional support to alleviate feelings of loneliness or isolation
• Administered medications accurately following prescribed dosages under the supervision of a nurse or doctor
• Supported individuals with mobility challenges through proper transfer techniques using assistive devices when required
• Demonstrated patience, empathy, and understanding when dealing with individuals experiencing cognitive decline or memory loss
• Managed medical equipment such as oxygen tanks, walkers, or wheelchairs to ensure they were in good working condition
• Safely transferred clients using proper body mechanics techniques to prevent injuries
• Provided assistance with toileting needs while respecting the dignity and privacy of clients
• Demonstrated flexibility in scheduling to accommodate changing needs of clients Technical Support Specialist
TELEPERFOMANCE USA-Bristol, TN
July 2018 to October 2019
• Documented all support interactions accurately and thoroughly in the ticketing system
• Performed remote troubleshooting through diagnostic techniques and pertinent questions
• Maintained a high level of customer satisfaction by providing prompt and efficient service
• Developed step-by-step guides for frequently encountered technical issues
• Ensured compliance with security protocols when handling sensitive customer information
• Migrated user data from old systems during company-wide technology upgrades
• Diagnosed hardware failures using testing tools such as multimeters or loopback plugs Retail Support Tech
Advanced Call Center Technologies-Johnson City, TN May 2017 to January 2018
• Managed incoming calls from AT&T associates needing assistance with various issues regarding cell phones and cell service
• Received inbound calls from Directv, UVerse, and broadband customers
• Assisted clients with product sales, upgrades and cancellations
• Navigated through several different CRM programs and used the appropriate system for the specific call Customer Service Associate
Citibank (Citi)-Gray, TN
October 2014 to February 2017
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding response time targets
• Collaborated with cross-functional teams to resolve complex customer issues in a timely manner
• Utilized CRM software to track customer interactions, update account information, and document case details
• Recognized as top-performing associate for consistently achieving high ratings on post-interaction surveys
• Maintained up-to-date knowledge of product features, pricing, promotions, and company policies to provide accurate information to customers
• Effectively handled escalated situations by remaining calm under pressure and de-escalating tense conversations with upset customers
Retail Sales Associate
Krispy Kreme-Johnson City, TN
November 2011 to May 2015
• Provided exceptional customer service, ensuring a positive shopping experience for all customers
• Built strong relationships with repeat customers, increasing rapport with our customers
• Assisted in the training of new sales associates, providing guidance on company policies and best practices
• Handled cash transactions accurately and efficiently, maintaining a balanced cash drawer at the end of each shift
• Demonstrated proficiency in operating point-of-sale systems for efficient checkout process
• Increased customer satisfaction by resolving product-related issues in a timely and satisfactory manner
• Processed doughnuts while also being responsible for all of the drive thru duties alone, demonstrating great multitasking and handling pressure well
Education
High school diploma
Science Hill High School - Johnson City, TN
August 2007 to May 2011
Skills
• CRM Software
• Customer service
• Troubleshooting
• Microsoft Windows
• Technical Support
• Customer retention
• Retail management
Certifications and Licenses
Driver's License
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