Customer Service Support

VICTORIA TERRY

Elgin, Tx ***** • 512-***-**** • adyv24@r.postjobfree.com •

Professional Summary

Highly enthusiastic customer support expert with 15 years of customer interface experience; Dedicated Customer Service Agent motivated to maintain customer satisfaction and contribute to company success. Strong organizational skills, seasoned in conflict resolution. Energetic work attitude, active listening skills, telecommunication skills, telephone inquiries specialist. Adaptive team player, having worked with companies such as EA Live Support and General Motors. Skilled in calming and rapidly resolving client conflicts to prevent the loss of key accounts. Assisted customers over the phone regarding store operations, products, promotions, and orders. Pragmatic Assistant, well-known for being a hands-on dynamo with boundless energy to fulfill various tasks. Detailed team player with a history of excelling in fast-paced environments with little oversight and challenging goals. Offers top technical abilities and relationship-building skills. Skills

• Online Platforms

• Invoice Preparation

• 5S Principles

• Copying Documents

• Computers and Technology

• Online Research

• Multitasking while assisting clients

• Policy Knowledge

• Legal Research and Review

• Legal Document Preparation

• Arbitration and Litigation

• Assisting Lawyers

• Establishing Effective Relationships

• Certificate in communications

Work History

Paraprofessional, 03/2019 to 05/2023

Harmony Public Schools – Austin, TX

• Work with children daily

• Perform regular duties such as small group time and one-on-one with children

• Assist teachers as needed, making copies, running errands, grading papers, filing

• Assist with maintaining classroom management

• Provide emotional support for students and aid in maintaining physical behavior Retention Specialist, 01/2016 to 03/2019

Spectrum Cable, Time Warner Cable – Austin, TX

• Responsible for retaining clientele

• Provided alternatives to clients who wished to close their accounts

• Addressed any concerns, complaints, and/or questions clients had daily

• Manned multiple programs simultaneously while assisting clients

• Performed multiple customer service duties regularly

• Resolved product issues and shared benefits of new technology

• Expressed appreciation and invited customers to return to the company

• Managed quality communication, customer support, and product representation for each client

• Resolved product/policy issues and shared benefits of new technology

• Assisted customers with product complaints

• Guaranteed positive customer experiences and resolved all customer complaints Tier 1 Customer Assistance, Tier 2, Legal, 01/2013 to 01/2016 General Motors – Austin, TX

• Addressed any concerns, complaints, and/or questions clients had daily

• Manned multiple programs simultaneously while assisting clients

• Performed multiple customer service duties regularly

• Resolved product issues and shared benefits of new technology

• Expressed appreciation and invited customers to return to the company

• Managed quality communication, customer support, and product representation for each client

• Resolved product/policy issues and shared benefits of new technology

• Assisted customers with product complaints

• Guaranteed positive customer experiences and resolved all customer complaints

• As a legal representative I reviewed cases for the legal department

• Gathered evidence, and made necessary contact with clients, Auto shops, dealers, and law professionals

• Made decisions based on evidence

• Presented offers to clients and attorneys

• Acted as a mediator between clients, dealers, and the company

• Did research regarding vehicles and client claims

• Worked one-on-one with dealerships to repair vehicles

• Presented suggested settlements for clients based on their claims and the evidence found to either support or deny their claim

Enrollment Broker, 07/2013 to 09/2013

Maximus thru AppleOne Employment – Austin, TX

• Enrolled clients into Medicaid Insurance plans

• Assisted clients in choosing healthcare providers

• Addressed any concerns, complaints, and/or questions clients had daily

• Manned multiple programs simultaneously while assisting clients

• Performed multiple customer service duties regularly Call Center Customer Service Representative, 07/2011 to 11/2011 IEnergizer of Texas/EA Sports – Austin, TX

• Addressed 100's of website inquiries per day, converting more than 75% into renewal customers

• Resolved product issues and shared benefits of new technology

• Expressed appreciation and invited customers to return to the company

• Managed quality communication, customer support, and product representation for each client

• Resolved product/policy issues and shared benefits of new technology

• Assisted customers with product complaints

• Guaranteed positive customer experiences and resolved all customer complaints. Cashier, 01/2011 to 04/2011

HEB Grocery Store – Austin, TX

• Prevented store losses using awareness, attention to detail, and integrity

• Maintained up-to-date knowledge of store policies regarding payments, returns, and exchanges

• Worked as a team member performing cashier duties, product assistance, and cleaning

• Expressed appreciation and invited customers to return to the store

• Responsible for ringing up customers promptly and guaranteeing a high level of customer service

• Recommended, selected, and helped locate merchandise based on customer needs and desires

• Communicated all merchandise needs or issues to appropriate supervisors

• Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning.

Photo Lab Specialists, 01/2008 to 10/2010

Walmart – Austin, TX

• Recommended, selected, and helped locate merchandise based on customer needs and desires

• Regularly sought opportunities to upsell and add on additional merchandise

• Communicated all merchandise needs or issues to appropriate supervisors

• Stocked and rotated inventory regularly

• Performed store opening duties, including counting cash drawers and checking all equipment for proper functioning

• Organized the store by returning all merchandise to its proper place

• Replenished merchandise shelves with items from the stockroom

• Processed merchandise returns and exchanges

• Assisted customers in finding out-of-stock items. Education

No Degree: Communications

The University of TX, College of Communication - Austin, TX Bachelor’s in criminal justice: Criminal Justice, Expected in 08/2024 Southern New Hampshire University - Hooksett, NH

• Member of The National Society of Leadership and Success

• Completed professional development Criminal Justice-Certificate in Communications

• Awarded: Honor Roll and Presidents List: Fall 2020- Summer 2022 High School Diploma: 05/2006

Johnston High School - Austin, TX

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