Virtual Customer Service
Resume:
LISA
GLENN
*************@*****.***
Stockbridge, Georgia 30281
Dedicated Help Desk professional seeking to benefit an IT Department with complex technical knowledge and strong time management skills. Skilled problem-solver able to communicate with users at building rapport while handling diverse and complex technical issues. Vast knowledge of web applications, software and framework. Troubleshoot, resolve and document user help request for desktop, laptop, mobile, network and peripheral problems. Reduce turn Up sell customers Connect with customers with empathy and personalization Ability to appropriately address customer issues, in the interests of achieving customer satisfaction and respecting business needs Ability to identify the most appropriate method for completing a project or reaching a goal Good judgment and decision-making ability to evaluate all the relevant aspects of a situation, such as potential consequences, and make an appropriate decision Accountability to accept responsibility for one's actions with honesty and integrity, while maintaining credibility and remaining committed to organizational success Teamwork and cooperation ability to promote the team atmosphere, be respectful of all team members, and work well with co-workers and leadership Analytical ability to analyze problems and resolve issues Friendly Help Desk Technician with 20 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
PROFESSIONAL SUMMARY
Carnival Cruise Lines - Customer Service, Help Desk Miami, FL • 09/2021 - Current
WORK HISTORY
• Excellent attendance and punctuality is essential function Handle incoming sales calls from direct consumers interested in booking cruise vacation with goal of converting call into cruise booking and taking excellent notes to submit future leads for outbound team on calls that do not result in booking
•
Handles incoming calls relating to customers and guests experiencing technical issues with Carnival website, Travel Agent Portal, (GOCCL), FunShops, Online Check-in and all Pre-Sale portals
•
Troubleshoots minor technical issues and escalates to IT via opening service case to troubleshoot escalations
•
Actively participate in on-going feedback and coaching sessions from Quality Assurance, Coach, as well as contribute to team meetings
•
SKILLS
• Microsoft 365
• Type 30 Wpm
Ability to work independently,
private home office and reliable
internet
•
• Sales and retention Associate
Virtual customer support and
sales
•
Fast paced virtual environment
with focus on quality and
attention to detail
•
Challenge, goal oriented, willing
to learn different systems, and
easily navigate between multiple
•
screens
Communicate efficiently through
Instant Messenger
•
Delivering practical solutions and
thrive in collaborative team
environment
•
Handle Tier 1 help desk
escalations through tickets or
phone
•
Prepare rental contracts and
invoices for customers
•
Windows 11, Mac OS X, Google
Collaboration Apps and Office
365
•
Mac and PC hardware, Printers,
scanners, computer peripherals,
Mobile devices (iOS, Android)
•
Client PC connectivity -
ethernet, TCP/IP and VPN
•
Ability to communicate technical
information, both verbal and
written, to wide range of
end-users
•
18 years+ experience working in
Windows environment
•
• Reservation Procedures
Calm and Professional Under
Pressure
•
• Investigate Claims
• New Product Information
• Customer Data Confidentiality
Customer Service Process
Improvement
•
Merchandise Orders and
Exchanges
•
• Past Due Account Management
Membership Inquiries and
Renewals
•
• Oracle EnterpriseOne
• High-Volume Environments
• Help Desk Support
POS Systems and Ordering
Platforms
•
• Understanding Customer Needs
• Conflict Resolution Techniques
• Information Updates
• Special Assignments
• Maintaining Security
• Product Availability
• Loyalty Programs
• Advising and Coaching
• Productivity Standards
• Safety Regulations
• Front Desk Management
• Customer Insight
• Policy and Procedure Adherence
Walmart - Area Retail Manager
Stockbridge, GA • 04/2017 - 10/2020
and participate in on-going training., /support
• Trouble shooting tier one and two tech support
• Phone, email and chat-based support
• Effective communication skills
• Order status and shipping information
• First call resolution
• Documented support interactions for future reference.
• Walked individuals through basic troubleshooting tasks. Suggested software and hardware modifications to reduce lag time and improve overall speed.
•
Explained technical information in clear terms to promote better understanding for non-technical users.
•
• Maintained and updated customer service database. Analyzed issues to identify troubleshooting methods needed for quick remediation.
•
Provided Tier 1 IT support to non-technical internal users through desk side support services.
•
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
•
Responded promptly to incoming sales leads and requests for technical support.
•
• Provided basic end-user troubleshooting and desktop support. Explained technical information in clear terms to non-technical individuals to promote better understanding.
•
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
•
Managed accounts to retain existing relationships and grow share of business.
•
Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
•
Delivered recommendations to long-term accounts to promote brand awareness to key audience.
•
• Implemented systems and procedures to increase sales. Organized promotional events and interacted with community to increase sales volume.
•
Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
•
Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
•
Developed compelling presentation decks to gain approval for ideas and communicate results.
•
Compiled and analyzed data to determine approaches to improve sales and performance.
•
Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
•
Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
•
Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
•
Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
•
• Managed revenue models, process flows, operations support and
• Trained in Salesforce
• Billing Adjustments and Refunds
Administrative and Office
Support
•
• Order and Refund Processing
• First-Tier Technical Support
• Call Volume and Quality Metrics
• Shipment Processing
• Branding Strategy
Document and Records
Management
•
• Sales and Upselling
• Service Desk Team Management
• Discrepancy Management
• Call Center Customer Service
• Training Junior Team Members
Barstow Community College
Barstow, CA
Some College (No Degree):
Computer Science
EDUCATION
Verizon Communications - Helpdesk Support, Customer Service Representative
Victorville, CA • 07/2003 - 08/2016
customer engagement strategies.
Prepared sales presentations for clients showing success and credibility of products.
•
Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
•
Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
•
Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
•
Collaborated with upper management to implement continuous improvements and exceed team goals.
•
Achieved sales goals and service targets by cultivating and securing new customer relationships.
•
Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
•
Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
•
Built relationships with customers and community to establish long-term business growth.
•
Demonstrated products to show potential customers benefits and advantages and encourage purchases.
•
Trained new employees on proper protocols and customer service standards
•
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
•
• Sales and retention
• Access and use PowerPoint for troubleshooting
Share customer account information in word and excel format with other departments through lotus notes, same time and word document
•
Communicate with customers using web-based tools and demonstrates associated proficiency in typing and grammar
•
Excelling in Call center environment, providing outstanding customer service and meet sales goals
•
Use of discovery questions and active listening to connect with customers to offer alternatives to customers' device and or service
•
Resolved with first call resolutions techniques to handle customers' complaints and billing inquiries with highest degree of courtesy and professionalism
•
Makes financial decisions to protect/collect revenues and adjusts customer accounts
•
Broad working knowledge of Verizon practices and operations and demonstrates continued and consistent proficiency in most of skill sets utilized within Host Call Center
•
Assisted in training new employees by providing coaching and feedback and performed other duties as assigned by management
•
• Information technology
• Windows
• IOS
• Android OS
• Lotus Notes
• Password resets
• Home networks/modems and routers advanced trouble shooting
• VOIP
• Microsoft office 365
• Virtual Private Networking experience
Processed customer service orders promptly to increase customer satisfaction.
•
Answered customer telephone calls promptly to avoid on-hold wait times.
•
Responded to customer requests for products, services, and company information.
•
Handled customer inquiries and suggestions courteously and professionally.
•
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
•
Participated in team meetings and training sessions to stay informed about product updates and changes.
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• Answered constant flow of customer calls with minimal wait times. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
•
Offered advice and assistance to customers, paying attention to special needs or wants.
•
• Updated account information to maintain customer records. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
•
Tracked customer service cases and updated service software with customer information.
•
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
•
Utilized customer service software to manage interactions and track customer satisfaction.
•
• Investigated and resolved accounting, service and delivery concerns. Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
•
Promptly responded to inquiries and requests from prospective customers.
•
Educated customers about billing, payment processing and support policies and procedures.
•
Promoted available products and services to customers during service, account management, and order calls.
•
Resolved associate, tool and service delivery issues revealed by statistical reports.
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Increased efficiency and team productivity by promoting operational best practices.
•
• Trained staff on operating procedures and company services. Followed up with customers about resolved issues to maintain high standards of customer service.
•
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
•
• Maintained up-to-date knowledge of product and service changes.
• Developed and updated databases to handle customer data. Trained new personnel regarding company operations, policies and services.
•
• Enhanced productivity levels by anticipating needs and delivering outstanding support.
Reached out to customers after completed sales to suggest additional service or product purchases.
•
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
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• Investigated and resolved customer inquiries and complaints quickly. Managed timely and effective replacement of damaged or missing products.
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Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
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Cross-trained and provided backup support for organizational leadership.
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Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
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Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
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• Responded proactively and positively to rapid change. Met customer call guidelines for service levels, handle time and productivity.
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Exhibited high energy and professionalism when dealing with clients and staff.
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• Sought ways to improve processes and services provided. Responded to customer requests, offering excellent support and tailored recommendations to address needs.
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Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
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Provided primary customer support to internal and external customers.
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• Delivered prompt service to prioritize customer needs. Followed-through on all critical inter-departmental escalations to increase customer retention rates.
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Configured hardware and granted system permissions to new employees
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Offered advice and assistance to customers, paying attention to special needs or wants
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