Customer Service Representative

DeGwendolyn Floyd

Orlando, Florida, United States 32808

***********@*****.*** 407-***-****

linkedin.com/in/degwendolyn-floyd-135790210

Summary

Confident and energetic customer service representative passionate about serving customers. Thrives in a challenging and fast-paced environment. Able to interact freely with customers and resolve issues quickly. Now looking for a rewarding position where I can serve customers and increase customer retention. Customer Care 20+years, computer literate, Apple, Microsoft, Word, & Excel experience, Fax machine, Data Entry, Word Processing

Ability to Type 60 WPM

Experience

Customer Service Representative

24-7 Intouch

Nov 2021 - Present (1 year 4 months)

Rlesponsible for leading the implementation of change initiative projects to achieve desired results by leading a team of associates, managing contact center operations, supporting new initiatives, tracking key performance metrics and service levels and providing feedback and mentoring. Ability to Adapt to fast-paced working environment, while being Effective with communication skills and having a Passion for driving business change with the Desire to build strong relationships with internal/ external teams while exerting the Strength in planning and execution Work from Home Orlando Florida home office

Customer Service Representative

Tetra Tech

help customers with complaints and questions, give customers information about products and services, take orders, and process returns. By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales. A Customer Service Representative (CSR) is the first point of contact for any customer who has a question or an issue with a product or service the company sells. They have many responsibilities like answering inbound phone calls, addressing customers’ questions about products and services, and processing payments or returns.

Eligibility Specialist

BPA Quality (North America) - Contact Center Quality Solutions Mar 2013 - Mar 2015 (2 years 1 month)

The Eligibility Specialist classifications determine the eligibility of applicants and recipients for public assistance programs through interactive interviewing and fact gathering; maintain current knowledge of program regulations and procedures necessary for multi-program caseload administration; initiate and process casework through automated systems; identify needs and make appropriate referrals for those DeGwendolyn Floyd - page 1

that may have prior experience determining eligibility for loans, financial assistance, unemployment or veterans benefits, or publicly or privately funded health, counseling or social services programs; have completed initial classroom training provided as part of the Eligibility Specialist Trainee training program; or may have the required level of education. Incumbents will be placed in a work team and initially may receive classroom instruction prior to being assigned casework and/or tasks. Incumbents will work under close supervision while learning to independently determine public assistance eligibility, and apply knowledge and skills learned from their training in completing eligibility tasks and applying complex regulations. As incumbents gain experience and work toward the journey level in the series, they are expected to work with more independence and have the ability to complete more complex tasks and/or handle larger client caseloads. Incumbents are expected to progress to the journey- level Eligibility Specialist II upon completion of one year of satisfactory performance in the entry-level Eligibility Specialist I classification.

Quality Assurance Analyst

Covid, Inc.

Jan 2019 - Mar 2019 (3 months)

Design and implement testing plans for products.

Identify procedures and scenarios for the quality control of products and services Process product reviews and inform the development team of defects and errors Communicate quantitative and qualitative findings from test results to Development the team. Monitor efforts to resolve product issues and track progress Ensure that the final product satisfies the product requirements and meet end-user expectations. Spot areas for improvement to enhance the product's efficiency Research the current market for similar products and compare results Technical Support Specialist

Asurion

Jan 2015 - Jan 2019 (4 years 1 month)

In this role, I provided the best: exceptional customer service and technical expertise on the phone or via messages through our website, chat and email.

One'll work one-one with customers, walking them through their tech problems and finding solutions doing data entry of the conversation to keep the track of the customer. Skills

benefits administration • communication skills • counseling • customer relations • customer service • data entry • driving • email • fast • financial

DeGwendolyn Floyd - page 2

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