Customer Service Support
Resume:
Linda Greer
Haltom City, Texas *****
***********@*****.***
PROFESSIONAL SUMMARY
Smart and logical customer advocate with proven technical background and customer service skills. Promote customer satisfaction and maximize quality of technical support with diligent care for customer needs.
Methodical technical professional bringing customer relations expertise and product knowledge. Satisfies customer needs with repairs, after-sales support and technical problem resolution.
Coordinates efficient installations and support by liaising between customers, sales teams and factory representatives.
Expert at troubleshooting technical issues and educates on logistics and policies, allowing for customer satisfaction without unnecessary escalation of support calls.
Excellent verbal and written communication skills.
SKILLS
Customer forecasting, Order documentation, Complaint investigation, Scheduling, MS Office
EXPERIENCE
T-Mobile Irving, Texas, United States SEPTEMBER 2008-JULY 2022
Customer Service Escalation Specialist
•Accepted high volume of inbound customer calls and maintained performance levels with strong call control skills.
•Input new orders and informed customers of terms and expected delivery dates.
•Processed customer exchanges, refunds and bill adjustments to correct product or service problems.
•Set up, updated and canceled customer accounts.
•Approved or denied coverage claims based on submitted information.
•Informed customers of promotions and special offers to increase sales.
•Collected initial deposits or one-time payments and arranged long-term payment plans for ongoing relationships.
•Liaised effectively between customers and manufacturing representatives to spearhead resolutions for different technical concerns.
•Troubleshoot issues successfully, using standard protocols and personal expertise to locate root causes of product problems.
•Advocated for customers with factory representatives, escalating issues promptly and following through to achieve resolutions.
Citigroup Irving, Texas, United States APRIL 2000-SEPTEMBER 2008
Customer Service Monitoring Specialist
•Referred unresolved customer grievances to designated departments for further investigation.
•Helped improve processes and products by relaying customer feedback.
•Worked with representatives to improve their customer service abilities while reviewing customer support details.
•Ensured correct information is provided to customers and concerns are resolved in a timely manner.
•Documented information from customers to help determine causes of product or service problems.
•Avoided revenue losses with diligent attention to customers' needs and complaints.
EDUCATION
Bachelor Degree
Bishop College, Dallas, Texas
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