Support Agent Representative

Danielle S. Grant

954-***-**** Tamarac, FL, ***** ***************@*****.***

CUSTOMER SUPPORT AGENT

Client Services Technical Support Case Management

A pleasant, knowledgeable, and passionate customer service professional with years of experience resolving technical issues and addressing customers' concerns. The ability to defuse situations and empower customers by delivering the best customer experience. An expert in client services, products, and technical support tools such as Avaya, Citrix, and others.

WORK EXPERIENCE

Teleperformance (Mercedes Me Connect)– Boca Raton, FL 03/2021- PRESENT

Customer Service and Technical Support Representative

Responsible for managing customer accounts and services.

Promptly respond to customer enquiries via phone and email.

Quickly and efficiently creating and closing cases after recording account data.

Case escalations for severe technical issues.

Completed assignments independently

Maintain communication with clients with open cases until a resolution is determined.

Increased customer satisfaction surveys.

Marshalls- Tamarac, FL 08/2019 - 03/2021

Sales Agent

Developed and improved the capabilities of the sales team for two years.

Received high satisfaction ratings from customers after assistance.

Responsible for sales announcements, processing payments, and driving purchases.

Assisted with discounts, refunds and refund policies.

Collaborated with the team to quickly resolve customer complaints with the appropriate action.

Effectively managed and mentored team members in various departments.

Teleperformance (Apple) – Tamarac, FL 02/2019- 03/2019

Customer Service and Technical Support Representative

Used strong communication skills while assisting clients.

Created data entries and recorded customer interactions.

Practiced mindfulness.

Troubleshooting Apple Products

Scheduled calls, meetings, and appointments.

Provided quality technical assistance.

EDUCATION

Keiser University- Fort Lauderdale, FL

Pursuing a Bachelor of Arts - Business Management 2019- 2023

Taravella High School- Fort Lauderdale, FL

High School Diploma 08/2014- 05/ 2018

PROFESSIONAL SKILLS

Mastery of Microsoft Office (Word, Excel, PowerPoint).

Comfortable working in both Microsoft Windows 10 and others.

Excellent communication skills with clients and team members.

Outstanding organizational, multitasking, and problem-solving abilities.

Developed an initiative to lead and assist fellow agents.

Solution-Oriented Mindset

Able to access social media and website chat functions

Able to work independently.

Ability to closely follow provided steps and instructions.

Have 5+ hours availability per week.

Reliable internet connection.

VOLUNTEER EXPERIENCE

Church By the Glades – Coral Springs, FL 08/2016 – 2018

18 hours of volunteer work every weekend for two years.

Earned over 40 hours of volunteering experience in food preparation, color guard, and car washes for fundraisers. 2015 - 2018

AWARDS AND HONORS

Achievements 2013 - 2020

Associate of the Quarter (2020)

National Defense Service Ribbon (2018)

The Superintendent’s Own Guard (2016- 2017)

Area Seven Leadership Academy Iron Chief (2017)

United States Achievement Academy (2013)

Recognized for outstanding service to clients and dedication to fellow employees.

Received one of two awards given in a corporation of 1000+ employees.

LANGUAGE COMPETENCIES

English: native language

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