Contessa Phillips-McCaffrey

Technical Customer Support Specialist

Muncie, IN 47303

aduq78@r.postjobfree.com

+1-765-***-****

Committed, organized Customer Service Specialist with a knowledgeable, polite, and friendly disposition. Dedicated to helping others with their various issues with their Verizon wireless phone service and postdated accounts. Very reliable, ready to assist you with all of your Verizon wireless devices and services.

Authorized to work in the US for any employer

Work Experience

Sales Associate/Mobile Expert

OSL Retail Services Inc - Muncie, IN

March 2022 to March 2022

Assisted customer with purchasing the mobile phones, service, and plans that are right for them. Advisor 1 Technical Support

Concentrix - Daleville, IN

June 2021 to August 2021

Production, answered inbound customer calls, used resources and knowledge base for troubleshooting and resolving device issues, password resets as well as other account related inquiries and issues. Ticketing system used for tracking cases.

Customer Service Specialist T1

Continuum Global Solutions - Anderson, IN

June 2020 to June 2021

Kept apprised of emerging trends and provided informative customer service to assist in product selection.

Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.

Maintains knowledge of and

assists customers with various brands and models of Verizon Wireless devices including, but not limited to Android and Apple device plans and services

Communicated with customers about our coupon offerings, including policies, restrictions and refund policies.

Recommended devices and services to customers based on needs and preferences. Client Services Coordinator

H&R Block - Muncie, IN

February 2020 to March 2020

My role mainly consisted of greeting clients when they arrived and informing them that coffee and water was available to drink if they so desired and they could help themselves. Going to inform their tax professional that their appointment had arrived and provide the paperwork they required to prepare the client’s taxes. I also scheduled and confirmed appointments, answered phones, took messages, processed payments via credit/debit cards, personal checks, and cash. Everything was performed on computers provided by H&R Block.

Gas Station Attendant

Meijer - Muncie, IN

March 2016 to November 2019

Restocked food and beverage area.

Processed gas and amenities payments.

Assisted guests with gas pumping and payment.

Prepared daily records of food and gas sales and balanced register drawers. Attended to gas spills and accidents promptly and according to established guidelines. Refilled outdoor window maintenance stations.

Ensured proper age of customers for alcohol and cigarettes. Checked gas dispensers for leaks or malfunctions and repaired faults. Maintained cleanliness, neatness and organization of all areas. Responded to questions about local area and company services. Managed wide variety of customer service and administrative tasks to resolve customer issues. Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.

Resolved all customer issues to maintain high standards of customer satisfaction. Eliminated safety hazards, removed soiled items and collected trash from customer areas. Answered customers' questions and addressed problems and complaints in person and via phone. Processed average of 50 transactions each day to keep workflows moving smoothly. Organized store by returning all merchandise to its proper place and restocked displays. Communicated merchandise needs and issues to appropriate supervisors in timely fashion. Marked clearance products with updated price tags. Maintained adequate cash supply in cash drawers in multiple checkout stations. Stocked and rotated inventory regularly.

Responded promptly to general inquiries from members, staff and clients via mail, e-mail and fax. Processed merchandise returns and exchanges.

Replenished shelves to maintain adequate merchandise levels. Computed accurate sales prices for purchase transactions. Educated customers on product and service offerings. Exercises sound judgment in issuing credits and making exceptions to customer policies to maintain high levels of customer satisfaction.

Unloaded trucks, stocked shelves and carried merchandise out to floor for customers. Recommended, selected and helped locate merchandise based on customer needs and desires. Built customer confidence by actively listening to concerns and giving appropriate feedback. Replenished merchandise shelves with items from stockroom to promote consistent stock rotation. Assisted customers with store and product complaints. Expressed appreciation for patronage, inviting and encouraging customer return visits. Escalated customer concerns, store issues and inventory requirements to supervisors. Capitalized on opportunities to enhance customer experiences and bring in repeat business. Cross-trained on lane and fashions roles in order to provide skilled back-up for customer-facing teams. Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer. Communicated store policy violations to leadership team quickly and accurately. Education

Associate's degree in Applied Science in Cybersecurity/Information Security Technology

Full Sail University - Winter Haven, FL

August 2022 to Present

Certificate in Computer Networking and Information Technology New Horizons Computer Learning Center - Carmel, IN February 2020 to May 2020

High school or equivalent in Criminal Justice

Harrison College - Indianapolis, IN

Skills

• Able to lift 20 lbs

Very dedicated work ethic

Payment processing

FIFO stocking

Driving customer satisfaction

Stocking shelves

Filling gas tanks

Maintaining clean premises

Fuel pump repairs

Change giving

Age verification

Selling gasoline

Experience in retail

Cash handling

Recordkeeping

• Excellent Active listening, friendly, professional attitude, Very dedicated work ethic, Excellent communication skills, both verbal and written. Personalized service with a smile, great memory, not afraid to upsell or recommend other products or programs

• Software Troubleshooting (5 years)

• Customer Service (6 years)

• Android (4 years)

• iOS (1 year)

• Microsoft Windows (3 years)

• Troubleshooting (4 years)

• Operating Systems (3 years)

• Technical Support (4 years)

• Help Desk (1 year)

• Remote Access Software (2 years)

• English (10+ years)

• Typing (2 years)

• Desktop support (1 year)

• Google Docs

• Microsoft Office

• Time management (5 years)

• Phone etiquette (5 years)

• Data entry (5 years)

• Documentation review (2 years)

• Document management (5 years)

• Analysis skills (5 years)

• Filing (3 years)

• Clerical experience (2 years)

• Retail sales (3 years)

• Computer literacy (2 years)

• 10 key calculator

• Continuous improvement

• Research

• Proofreading

• Customer support (2 years)

• Windows (4 years)

• Citrix (1 year)

• Google Docs (3 years)

• Front desk

• Sales

• Live chat

• Calendar management

• Technology (4 years)

• Microsoft Windows Server

• Remedy

• Learning technology (3 years)

• Microsoft Word

• Mac OS

• Conflict management

• Learning technology (4 years)

• Computer skills (5 years)

• Medical terminology (1 year)

• Microsoft Access (2 years)

• Communication skills (10+ years)

• Microsoft Excel

• Call center

• Slack

• Excellent customer service (10+ years)

• Critical thinking (10+ years)

• Excellent communication-written, spoken, physical (10+ years)

• Product support (6 years)

• Account management (5 years)

• Troubleshooting devices/hardware (5 years)

• Empathic (10+ years)

• Customer retention (10+ years)

• Customer Advocacy (5 years)

• Appointment scheduling (3 years)

• Difficult/complex customers/situations (10+ years) Languages

• English - Expert

Links

https://www.linkedin.com/in/contessa-phillips-82a27819b Assessments

Technical Support — Familiar

September 2020

Performing software, hardware, and network operations Full results: Familiar

Call Center Customer Service — Familiar

January 2020

Applying customer service skills in a call center setting. Full results: Familiar

Technical Support: Customer Situations — Proficient September 2020

Responding to technical support situations with sensitivity Full results: Proficient

Social media — Proficient

November 2021

Knowledge of popular social media platforms, features, and functions Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Groups

Founding Member- HireTechLadies

February 2020 to Present

Contact this candidate