KH KOLAYAH HAWKINS

CLYDE, TX ***** 325-***-****

adtsc6@r.postjobfree.com

PROFESSIONAL

SUMMARY

Diligent Customer Support Specialist skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction. Offering polished communication skills coupled with excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. SKILLS 10 key skills

Communications Skills

Typing Skills

Customer Service Skill

Calm and Professional Under

Pressure

Data entry

Filing

Scheduling

Technical assistance

Troubleshooting

Typing Skills

Call Documentation

Data Verification

Data Input

Microsoft Windows and Office

Basic IT Support

WORK HISTORY SENIOR CUSTOMER SUPPORT SPECIALIST 06/2017 to 05/2022 Teleperformance/ Coinbase Dallas, TX

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Offered advice and assistance to customers, paying attention to special needs or wants.

Answered customer telephone calls promptly to avoid on-hold wait times. Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Added documents to file records and created new records to support filing needs.

Scanned documents and saved in database to keep records of essential organizational information.

Accurately handled data entry for over 100 + clients into company-based software..

Gathered, and reviewed Client's Information to report each day using Confluence, Salesforce, Email, Sendsafely and Slack Chatting software Communicated with clients through Email and Salesforce to review contracts, answer questions and determine special circumstances. TIER 1 TECHNICAL SUPPORT ADVISOR 07/2015 to 08/2016 Kelly Services/ Apple Troy, MI

Taking inbound calls, transferring calls, providing technical assistance. Assisting customers with resetting their passwords and setting up apple id. Scheduling in store appointments, troubleshooting customer's devices. Rolled out software updates and applied server patches to thwart threats from penetrating networks.

Removed malware, ransomware and other threats from laptops and desktop systems.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.

Resolved problems, improved operations and provided exceptional service.

CUSTOMER SERVICE REP 06/2008 to 10/2014

TeleTech Holdings Englewood, CO

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Provided primary customer support to internal and external customers. Answered product and service questions, suggesting other offerings to attract potential customers.

Offered advice and assistance to customers, paying attention to special needs or wants.

Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly. Developed and updated databases to handle customer data. Met customer call guidelines for service levels, handle time and productivity.

Investigated and resolved customer inquiries and complaints quickly. CUSTOMER SERVICE REPRESENTATIVE 08/2007 to 02/2009 West at Home

Taking inbound calls, transferring calls, appointment setting, data entry, crediting customer accounts, assisting customers in setting up their online accounts and providing technical assistance.

Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction. Exhibited high energy and professionalism when dealing with clients and staff.

Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Met customer call guidelines for service levels, handle time and productivity.

Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions. EDUCATION Wrens High School 1991

5 Further education with Vector Corp

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