GABRIEL HARMON

Phenix City, AL ***** 334-***-**** ado9j2@r.postjobfree.com

Skills

Report creation

Credit card payment processing

System implementation

Report generation

Quality control

Product organization

Project management abilities

Business development understanding

Technologically savvy

Schedule mastery

Clerical support

Conflict mediation

Data evaluation

Process optimization

Office equipment proficiency

Inbound and Outbound Calling

Customer relations

Microsoft Office expertise

Call Center Operations

Senior leadership support

Experience

Live Web Customer Service Representative (CHAT) 06/2019 to 07/2021

Sitel Columbus, GA

Online web chat associate

Attracted potential customers by answering product and service questions; suggesting information about other products and service

Opened customer accounts by recording account information

Maintained customer records by updating account information

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintained financial accounts by processing customer adjustment

Recommended potential products or services to management by collecting customer information and analyzing customer need

Prepared product or service reports by collecting and analyzing customer information

Contributed to team effort by accomplishing related results as needed

Virtual Customer Service Representative (CHAT) 10/2018 to 06/2019

Teleperformance Columbus, GA

Sourced and managed customer retention database and online appointment booking system.

Delivered step-by-step instructions to clients on navigating system and explained all self-service options.

Maintained composure and patience in dealing with aggressive customers.

Generated summaries on issues, refunds, and replacements, sending detailed updates to customers.

Delivered personalized written support via email with instructions regarding products.

Relayed customer feedback, highlighting improvement opportunities to future product, marketing and customer support initiatives.

Handled multiple tasks simultaneously, including talking with and listening to customers while accessing, reading, and inputting information into numerous applications.

Assisted customers with questions regarding products and services, delivering exceptional experiences through responsive service.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Tracked programs and provided services to improve consumer retention.

Forwarded calls to management if outstanding issue required immediate resolution.

Identified consumer needs, clarified information, and researched issues to provide alternative solutions.

Seized opportunities to upsell new product offerings to current customers and coached team to upsell.

Developed and implemented new and improved outbound calling processes and scripts, resulting in increased sales and caller engagement.

Virtual Customer Service Associate 07/2017 to 10/2018

Convergys Columbus, GA

Speaking with existing DirecTV and AT&T customers in regard to account and billing inquiries.

Documented daily production levels, materials use and special incidents to keep management informed of all activities.

Assisting customers with online account settings.

Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.

Provide world class customer service.

Reviewed account and service histories to identify trends and unaddressed issues.

Reviewed customer data to assess current issues and determine eligibility for potential solutions.

Met and exceeded productivity targets by handling every interaction with good organizational and relationship- management abilities.

Maintained customer loyalty by delivering fast, friendly, and knowledgeable service for routine questions and service complaints\.

Maintained revenue streams by exhausting every option before offering refunds on escalated calls.

Kept customer account information current and accurate by preparing, completing, and processing forms and database changes.

Education and Training

High School Diploma

Central High School Phenix City, AL

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