Customer Service Client
Resume:
Jayvay Wiggins
Client Service Representative
Hampton, VA 23666
*************@*****.***
Detail-oriented professional with a strong background in client service and technical solutions, gained through my experience at Cox Automotive. Skilled in resolving customer inquiries, troubleshooting software issues, and providing clear, effective communication to ensure client satisfaction. Adept at managing multiple priorities in fast- paced environments, with proven attention to detail and accuracy from handling complex processes. Experienced in both remote and in-office settings, and motivated to deliver exceptional service while learning and adapting to new systems.
Work Experience
Technical Support Specialist II
Cox Automotive - Newport News, VA
October 2020 to August 2023
• Troubleshooting: Resolved issues with inventory feeds, pricing tools, and vehicle visibility for HomeNet and vAuto clients.
• Inventory Visibility: Fixed inventory exclusion codes, feed errors, and sync issues to ensure accurate vehicle representation.
• Tool Optimization: Guided clients on setting up inventory syndication, enhancing images, videos, and descriptions for better online marketing.
• Pricing & Stocking: Provided data-driven recommendations for competitive pricing and inventory alignment using vAuto tools.
• Client Communication: Delivered clear, professional support to clients, improving satisfaction and reducing recurring issues.
• Cross-functional Collaboration: Worked with development and account teams to resolve technical issues and implement effective solutions.
• Process Improvement: Documented common technical problems and created resources to improve team efficiency
Technical Support Representative (remote)
Kelly Services - Hampton, VA August 2018 to March 2020
• Troubleshooting: Fixed technical issues with software, hardware, and connectivity.
• Customer Support: Provided clear and helpful assistance to customers.
• Product Knowledge: Guided customers through setup and solutions using Apple products.
• Issue Resolution: Identified problems and offered quick, effective solutions.
• Collaboration: Worked with teams to resolve complex issues.
• Documentation: Logged customer issues and suggested process improvements. Client Proactive Response (promotion)
Alorica Incorporation - Newport News, VA July 2018 to August 2018
• Issue Identification: Quickly identify and assess urgent shipping or delivery issues.
• Problem Resolution: Proactively resolve delivery delays, tracking issues, or customer concerns by coordinating with internal teams.
• Customer Communication: Provide timely and clear updates to customers, ensuring they are informed and reassured.
• Escalation Management: Escalate critical issues to higher-level teams when necessary, ensuring swift action and resolution
• Collaboration: Work closely with operations, logistics, and customer service teams to resolve urgent problems.
• Follow-up: Ensure all issues are fully resolved, and follow up with customers to confirm satisfaction. International Problem Solver (promotion)
Alorica Inc - Newport News, VA October 2017 to July 2018
• Identify Problems: Quickly spot and understand issues with international shipments, such as delays or errors related to tariff codes or customs.
• Solve Issues: Work with global teams, including operations, customs, logistics, and customer service, to resolve problems and ensure shipments are delivered smoothly.
• Manage Time Zones: Coordinate with international teams across different time zones, ensuring timely communication and resolution.
• Use Tariff Codes: Ensure proper tariff codes are applied to shipments and address any issues related to customs clearance.
• Language Support: Collaborate with language interpreters when needed to communicate with clients in different regions and ensure understanding.
• Keep Clients Informed: Regularly update customers, informing them of shipment status and any issues affecting delivery.
• Collaborate Across Teams: Work with international operations, customs, customer service, and logistics teams to resolve issues efficiently.
• Improve Processes: Identify recurring issues and suggest solutions to improve the international shipping process.
• Ensure Satisfaction: Follow up with clients to confirm satisfaction and ensure successful delivery of shipments.
Education
Associate of Arts in Cosmetology
Regency Beauty Institute - Newport News, VA 2014
Associate of Arts in Fashion Design and Merchandising American InterContinental University - Atlanta, GA 2010
High school diploma or GED
Key Skills
Problem-Solving, Cross-Functional Collaboration, Effective Communication, Time Management, Client-Focused Support, Adaptability, Attention to Detail, Analytical Skills, Organizational Skills, Data Entry Accuracy, Research Skills, Ability to Work Under Deadlines, Troubleshooting/Technical Support
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