Customer Service Representative

Antoine Flowers

Frisco, TX *****

Cell: 214-***-****

*******.*.*******@*****.***

Professional Summary

Experienced Work At Home Agent who is able to create an efficient work environment based on the company’s work at home guidelines. Adept at utilizing productivity software maintaining high levels of customer service and being adaptable to a given situation. Specializes in technical support, inbound phone sales, customer service and exceeding customer expectations.

Core Qualifications

Customer service expert Flexible to work all hours High speed Internet connection and capable home computer

Able to multi-task on a regular basis Independent worker who does not need supervision Extremely reliable

Able to learn new products or procedures quickly 55-60 WPM

Experience

Work At Home Agent – Lead Customer Service Agent and Travel Agent Sales / Tech Support

5/1/2017 – 5/1/2020

Carnival Cruise Lines (Arise)

Offered technical support to clients on a variety of cruise-related options on the website.

Took inbound travel agent sales calls and booked groups, walking each agent through choosing all available options as well as assisted them in making payments.

Took incoming calls from guests to resolve issues, price cruises, assist with the website, assist with payment issues, take payments, and all other full-service activities.

Served as an escalation lead for “hard-to-resolve” calls. Agents would send the escalated calls to me to for resolution.

Handle a high volume of inbound calls with varying degrees of questions and/or concerns and act as the primary customer service agent in processing or responding to basic customer requests, inquiries and/or bookings changes.

Performs this by achieving productivity standards and goals set by the company while maintaining a high level of customer service inclusive of total number of incoming calls, length of call, and ACW (after call work).

Actively participated in on-going feedback and coaching sessions from Quality Assurance, Supervisor, as well as contributed to team meetings.

Stayed current on new information in regards to sales, new products, marketing campaigns and other sales and service initiatives through training, self-study, company newsletter, etc.

While in Tech Support - Responded to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.

Identified, investigated and diagnosed the issue and took necessary action to resolve or assign the issue to right assignment group.

Captured all incidents in incident tracker tool and assigned the cases to relevant assignment group as per process and ensured proper documentation.

Provided resolution to customer based on in scope processes

Followed the incident life cycle as defined by process viz logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.

Upgraded his technical, process and soft skills to achieve the client and internal quality scores, resolution on call, and customer service scores.

Assisted with monitored and tracked incidents to ensure resolution within the customer Service Level Agreement.

Performed incident notification and escalation to ensure problems/request/issues were communicated effectively and received proper management attention.

Work At Home Agent

01/15/2015 – 5/1/2017

TurboTax

Served as technical support for TurboTax site.

Handled customer questions and also engaged in customer service activities.

Walked customers through the installation process for the company’s software solutions.

Provided ongoing support outside of tax season for TurboTax clients.

Education

Bachelor of Science – 2008

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