Service Representative Customer

LATECIA FAVORS

Seeking a Customer or Technical Support position.

SKILLS

Windows 7-10, Linux, MacOS, iOS, Android, Microsoft Office Suite, Microsoft Word, Microsoft Excel, Hardware and Software Installation and Troubleshooting, Home Networking, Data Backup and Restoration, Microsoft Teams, JIRA, Basecamp, Bomgar, cPanel, Basic HTML, CSS and JavaScript.

PROFILE

Socially perceptive and service oriented with exceptional organizational and problem-solving skills. Experienced in resolving client concerns via email and phone; routinely recognized by management and peers for my performance. Computer experience with the ability to navigate multiple systems/databases. Tech savvy, troubleshooting comes naturally.

CONTACT

PHONE:

636-***-****

EMAIL:

******.*******@***.***

HOBBIES

Reading

Tennis

Knitting

Sewing

Music

EDUCATION

Florida A&M University

1997

Bachelors of Science in Elementary Education

WORK EXPERIENCE

ETS Constructed Response Scoring Professional

2006–2019

Performed holistic scoring of college placement, ELL; English readiness; ESL; K-12, professional readiness; reading and writing assessments. Evaluated samples of performance including written short answers, essays and spoken responses. Reviewed samples and assigned appropriate scores, according to company and client-developed rubrics for demonstration of appropriate grade-level reading, writing, and speaking competencies.

NCS Pearson Professional Test Scorer

2010–2018

Responsible for the holistic and multitrait scoring of: elementary, middle, and high school ESL, ELL, reading, writing; and middle school math and science tests in an online scoring environment on a part-time basis. Evaluated and scored student responses to subject-related open-ended questions and essays according to a customer-supplied scoring guide. Successfully internalized training and customer scoring guides.

Lionbridge Technologies Internet Search Consultant

2010–2013

Quality testing of a major search engine’s search algorithm. Reviewed and researched multiple genres of search result types. Compared multiple search results related to their keyword queries. Researched the meanings of myriad search queries. Provided written feedback of evaluation and insights. Fact-checked information. Consumed expansive training materials quickly and continually, keeping abreast of current policy. Very similar position as Google Quality Rater.

Apple Inc. At-Home AppleCare Advisor

2012

Provided customer and technical support for Apple iOS and MacOS products. Managed call flow and responded to the technical support needs of customers. Used internal ticketing system to manage, track and process actions taken on customer accounts, passwords and product support resolutions. Resolved customer issues in a clear, courteous and straightforward manner. Identified and solved technical issues with a variety of diagnostic tools. Led my team in the sales of AppleCare Warranties.

Working Solutions Customer Service Representative

2010–2012

Used multiple systems to resolve and respond to customer inquiries and concerns. Identified caller needs, clarified information, researched issues and responded appropriately. Used all CRM’s, knowledgebases, databases, scripts and tools accurately, to research customer information and provide solutions. Productive relationship builder; excel at listening to customer needs, articulating product benefits and creating solutions that provide value to the customer. Provided email ticket support responses to customers and managers. Provided product training and technical support; first contact resolution. Kept accurate records of all customer interactions and transactions. Awarded for exceeding client metrics and customer expectations. Maintained a 98% customer satisfaction score.

Google, Inc. Quality Rater

2007–2009

Quality testing of the company’s search algorithm. Reviewed and researched multiple genres of search result types. Compared multiple search results related to their keyword queries. Researched the meanings of myriad search queries. Provided written feedback of evaluation and insights. Evaluated, used and maintained awareness of web page construction and publishing techniques, social and general media and trends, news information, marketing and branding. Fact-checked information.

West Corporation Customer Service Representative

2007

Sold products and services. Educated customers and potential customers who had questions about policies and products. Answered questions and inquiries from customers using established fact-finding procedures, and customer service methodologies. Set up new accounts and maintained existing account information in various systems. Kept meticulous and secure records of sensitive financial and personal information. Managed trouble support tickets. Successfully upsold products and provided billing, technical support, customer service, and sales. Maintained a 98% customer satisfaction score.

Live Ops Customer Service Representative

2006-2007

Sold products and services. Used a proprietary CRM to process credit card and check orders. Educated customers and potential customers who had questions about our policies and products. Stayed up to date on all products and services. Set up new accounts and maintained existing account information in various systems. Kept meticulous and secure records of sensitive financial and personal information. Tracked and investigated customer issues through a computerized system and documented problem-solving techniques used to achieve resolution. Maintained performance and quality standards based on established call center metrics. Maintained a 95% customer satisfaction score.