Customer Service Technical Support

CP Chelsea Phillips-Verge

Murfreesboro, TN ***** 615-***-****

*****************@*****.*** Online Digital Resume

PROFESSIONAL

SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in a variety of administrative, customer service and marketing positions. A 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. A people oriented person with excellent interpersonal and communication skills, with individuals at all levels readily developing rapport with clients and colleagues. 95% Performance Goals Problem Solving Strong Customer Service Microsoft Word/Excel Detail Orientated Follow Up.

SKILLS Customer Account Management

Upbeat and Positive Personality

Calm and Professional Under

Pressure

Customer Data Confidentiality

Efficient and Detail-Oriented

Courteous with Strong Service

Mindset

Responding to Difficult Customers

Understanding Customer Needs

Assisting with Navigation

Issue and Complaint Resolution

Team Interaction

Policy and Procedure Adherence

Inbound and Outbound Calling

First-Tier Technical Support

Patient and Empathetic

Team-Oriented and Cooperative

WORK HISTORY CLIENT SUPPORT SPECIALIST 02/2017 to CURRENT HireRight Nashville, Tennessee

Responded to all client inquiries and asked appropriate questions to facilitate resolution.

Conducted case management activities and services with multidisciplinary team.

Provided excellent customer service by following up with clients, communicating via email, U.S. mail, internet inquiries and responding to incoming calls.

Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.

Verified basic needs are being met, providing navigation assistance for various benefits and available services.

Interacted with team members across departments to research and resolve customer issues.

Used Excel, PowerPoint, Microsoft Edge and Microsoft Word to prepare and submit database statistics, graphs and charts to accurately track client movements.

Provided information and referrals to community partners and other treatment providers

CUSTOMER SERVICE SPECIALIST 09/2015 to 05/2016

HCA Nashville, TN

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Used consultative techniques to understand customer needs and make strategic referrals to business partners.

Provided primary customer support to internal and external customers. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

Answered customer telephone calls promptly to avoid on-hold wait times. TECHNICAL SUPPORT EXPERT 08/2007 to 05/2015

Verizon Wireless Murfreesboro, TN

Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones. Provided Tier 1 IT support to non-technical internal users through desk side support services.

Documented support interactions for future reference. Identified potential sales and cross-selling opportunities and informed supervisor.

Submitted service tickets for equipment maintenance requests. Explained security measures in simple terminology to help users understand malware and phishing threats.

Resolved escalated issues by serving as subject matter expert on wide-ranging issues.

Managed high levels of call flow and responded to technical support needs.

Assisted customers in identifying issues and explained solutions to restore service and functionality.

Researched product and issue resolution tactics to address customer concerns.

Offered troubleshooting of connectivity issues across networks such as Wi-Fi, and cellular.

EDUCATION Associate of Applied Science Business Administration And 05/1990 Management

State Community College, East Saint Louis, IL

Business School Certificate Secretarial Certificate 03/1989 Professional Business School, St. Louis, MO

High School Diploma 05/1988

East Saint Louis Senior High School, East Saint Louis, IL ADDITIONAL

INFORMATION

Committed to providing high quality customer service and catering to the needs of the customer. Proficient user of Avaya CMS, Aspect eWorkforce Management, Compass, AS/400, Witness, Microsoft Outlook, Excel, Word and PowerPoint.

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