Service Representative Support

Tonya Lincoln

United States/903-***-****/**********************@*****.***

PROFESSIONAL SUMMARY

Experienced customer service and analytical technical support representative with over five years of experience in telephone, email, and virtual curstomer service. Critical thinker who considerably exceeds performance standards. Level-headed and calm in stressful situations with well developled people skills.

KNOWLEDGE & SKILLS

*Proficient Troubleshooter *Customer Support

*Exceptional telephone etiquette *Escalations

*Patient and organized *Billing Support

*Proactive *Knowledge Articles

*Diverse PC Knowledge *Process Improvement

*Coachable *Care Resolution

*Flexible and adaptable

PROFESSIONAL EXPERIENCE

Non-Medical Transportation Driver

Arvy LLC, Janesville, WI

06/2019 - 11/2/2022

*Provide safe and reliable transportation to customers.

*Provide excellent customer service.

*Demonstrate understanding and sensitivity to the needs of each client.

*Obey and comply with traffic regulations.

Substitute Teacher

Longview ISD, Longview, TX

09/ 2017 - 05/2019

*Adhering to the curriculum and lesson plans assigned by the regular teacher.

*Following procedures and achieving lesson goals.

*Assigning and explaining homework.

*Overseeing students outside of the classroom, including in the hallways and cafeteria.

*Complying with all school regulations and policies at all times.

*Taking attendance and documenting daily notes.

*Ensuring the classroom and work stations are kept clean and orderly.

*Overseeing the normal classroom rhythms and activities.

*Compiling a report for the teacher for when they return.

Customer Service Representative

Converges, Longview, Texas

12/2015 -08/2017

*Provide resolution for account access,troubleshooting, transaction, refunds, phone support,

and email support.

*Maintain composure and patience during difficult situations.

*Build and maintain successfully rapport with each customer.

*Achieve monthly metrics, including call duration, number of call per shift,

and customer satisfaction ratings.

*Assisted an average of 50 customer each day with inbound account issues related

to their phone and other devices.

*Evaluated merchant and partner products to ensure quality assuance metrics were

being met on daily basis.

Customer Service Representative

SFG, Big Sandy, Texas

01/2013- 12/2015

*Displayed courtesy and strong interpersonal skills with all customer interactions.

*Research issues on various computers systems to resolve complaints, answer inquires, and online solutions.

*Informed customers about issues resolution progress.

* Email Chat Specialist.

*Performed upselling techniques to increase average order values across physical and online

ordered products.

*Assisted an average of 45 customer each day with inbound accounts inquires.

EDUCATION

LeTourneau University, Longview,TX - Master Education

September 2010 - May 2012

LeTourneau University, Longview, TX - Bachelor Business

September 2006 - May 2010

Kilgore College, Kilgore, TX - Associate of Art

August 2002- May 2004

*Reference available upon request*

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