Customer Service Representative
Resume:
D E B R A
U P T O N
*********@*****.***
Arab, AL 35016
PROFESSIONAL SUMMARY
Hardworking, ethical, and detail-oriented professional with demonstrated strengths in customer service and technical support. Natural people person with excellent communication and networking abilities. Quality-driven and reliable with relationship-building strengths honed over 16 years in customer-centric roles. Excited to take on new challenges and contribute to team success. SKILLS
• Problem Solving • Critical Thinking
• Flexibility • Excellent Communication Skills
• Attention to Detail • Customer Service
EXPERIENCE
Customer Service Specialist, VDart, Mar 2021 - Current
• Managed customer calls efficiently in fast-paced call center environment.
• Cataloged CRM system with new call information and details of interactions for future reference.
• Employed empathetic approach to maximize opportunity, build rapport with customers and actively listen to needs.
• Assisted callers with navigating Beacon 2.0 Benefits portal and self-service options.
• Improved job knowledge with continuous training and expert use of available knowledge bases.
• Executed ownership of each customer contact to resolve issues and connect with additional services.
• Received 95% positive customer survey results.
Customer Service Representative, TPUSA INC, Nov 2020 - Mar 2021
• Met inbound customer needs while maintaining strict performance targets.
• Discussed promotions and special offers to customers to increase sales.
• Handled customer inquiries, billing questions, payments and service requests.
• Avoided revenue losses with diligent attention to customers' needs and complaints.
• Resolved customers' service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.
• Updated records with all interactions and customers transactions. Tier 2 Technical Support Specialist, Windstream Communications, Feb 2004 - Jun 2020, Arab, Alabama
• Executed troubleshooting and diagnosis for issues related to software and peripheral equipment.
• Supported users via telephone, chat, and email to diagnose and triage problems.
• Designed, planned, tested and configured network communication systems.
• Monitored and responded to tickets using Remedy system.
• Facilitated inquiries regarding VOIP voice platform, IVR, Hosted Contact Center, and equipment operation to resolve problems.
• Documented detailed records of daily support activities and resolutions in Metasolv, BMC Remedy, and Sharepoint.
• Consulted with 7-12 clients per week promoting service upgrades. Recommitting 39% of exhausted contracts.
EDUCATION
Jacksonville State University, Jacksonville, Alabama Completed 36 credits towards BA in Business Administration & Management. COMMUNITY SERVICE
American Cancer Society
Relay For Life
2010-2017
.
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