Data Entry Support Representative

SHEVONDA BYRD

Houston, TX ***** 346-***-**** ************@*****.***

Summary

Personable, friendly and solution-oriented representative with over fifteen years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, technical support, time management and sales in a fast-pace environment. Dedicated to customer loyalty and satisfaction.

Skills

Flexible

Active Listening

Call Center Experience

Data Entry

Goal-Oriented

Remote Assistance

Leadership

People Skills

Relationship Building

Time Management

Decision Making

Conflict Resolution

experience

08/2021 to Present Digital Engagement Chat Specialist

Percepta – Remote

Asked probing questions while maintaining up-to-date Ford regulations, policies, and procedures to provide knowledgeable responses to chat inquiries.

Transfer/refer customers to appropriate entities according to inquiries.

Consistently meeting performance goals.

Answer 80+ inbound chats and directed to designated locations or departments

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Data entry

01/2021 to 07/2021 Customer Service Representative III

Spherion – Remote

Asked probing questions while maintaining up-to-date CDC regulations, policies, and procedures to provide knowledgeable responses to telephone inquiries.

Transfer/refer citizens to appropriate entities according to inquiries.

Facilitate the fulfillment of caller requests for materials via text/email.

Assist customers with COVID-19 vaccination scheduling.

Consistently meeting performance goals.

Answered 80+ inbound calls and directed to designated locations or departments.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

08/2009 to 12/2020 Copy and Print Supervisor

Office Depot – Sugar Land, TX

Trained new team members to promote productivity, accuracy, and friendly customer service.

Performed site evaluations, customer surveys, and team audits.

Consistently meeting performance goals and improved customer service ratings.

Assessed customer needs and upsold products and services to maximize sales while accurately input information into electronic systems.

Answered 10+ inbound calls and directed to designated individuals or departments.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Secured client retention by driving service and product benefits, features, and recommendations around clients’ needs online and in-person

Data entry

08/2017 to 01/2019 Technical Support Representative

Conduent – Houston, TX

Supported Customers having connectivity issues, assisting with troubleshooting steps and rebooting of hardware via phone.

Mentored other technical agents to provide professional development and skill enhancement.

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

Assisted 80+ callers per week in face-pace environment while have met or exceeded call speed, accuracy, and volume benchmarks on consistent basis.

Education and training

Associates in Psychology

Houston Community College – Houston, TX

3.6 GPA

References upon request

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