Customer Support Quality Assurance

Professional Summary

Skills

Work History

CRYSTAL MCMULLIN

Charlotte, NC 28273 843-***-**** *******************@*****.*** Well-organized administrative support professional bringing excellent multitasking abilities developed over 17 years. Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

Data Entry

Customer support

Quality assurance controls

Customer needs assessment

Customer education

Account development

Product and service knowledge

Proficiency in math

Detail-oriented

Positive open attitude

Communicates effectively

Organizational Skills

Problem-solving skills

Works well under pressure

Time management

Aug 2002 - Current

Charlotte, North Carolina

Customer Support Assistant

AT&T

Reviews, verifies and analyzes data submitted for consistency Enter all information into database for determination of service Ensures effective and timely communication

Explains and requests necessary documents

Provide basic troubleshooting assistance

Provide information about products offered

Handled and resolved customer complaint

Continuously achieved highest stat ratings of team including calls per hour, low call time, and customer satisfaction

Maintain high-volume workload within fast-paced environment Assisted average of clients in any given week and consistently met performance benchmarks in all areas

Maintaining relationships of both internal and external clients Analyzed reports on improvements to bring effectiveness to apartment Maintained professional and polite telephone manner Exceeding standards in schedule adherence, quality, and productivity metrics Analyze customer bills and utility rate structures to select optimal rate structures for customers Documents details of customer interaction into system while on phone Education

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction

2019

Charlotte, NC

Real Estate

Mingle School Of Real Estate

Charleston, SC

High School Diploma

Burke High School

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