Customer Service Support

Darci C. Bivins

Objective

A proactive and customer- focused customer service specialist, with strong communication, interpersonal, and problem-solving skills, seeking to contribute to a team that values customer satisfaction.

Skills & Abilities

Exceptional customer service skills

Organizational skills

Detail-oriented

References

Furnished Upon Request

Education

WALDEN UNIVERSITY

Minneapolis, MN 55401 / B.S Healthcare Management

Experience

AFNI-VERIZON WIRELESS SEPTEMBER 2024-

CUSTOMER CARE SPECIALIST

~. Answering billing inquiries /resolving them while ensuring positive customer experience. ~Provide product and service information.

~Ensure to maintain customer records. Assisting with order processing returns and exchanges with a strong focus on Customer satisfaction. ~Following up with customers to ensure that the customers issues are fully resolved.

URGENTLY CADILLAC ROADSIDE ASSISTANCE, SUPERVISOR

PRESENT

MARCH 2024-SEPTEMBER 2024

~Written escalations - properly escalated cases, reviewed actions needed to put the case back on a happy path, and contacted service providers, partners, and customers as required to close the loop.

~Escalation calls - timely handled inbound live escalated calls from customers, service providers, and partners. Managed call-back list by completing all overnight queued calls and documenting actions taken via client tools and tracking documents to.

~Case assignments - during periods of inclement weather or increased volume; review and confirm assigned cases, actions being taken, and efficiency in handling. Intervene when needed via phone or chat to guide and direct agents to the proper resolution.

~Provided chat support guides on Cadillac processes and policies to ensure proper guidance is being communicated to agents across the inbound/outbound programs.

WALT DISNEY WORLD RESORTS, PERSONAL VACATION ADVISOR

DECEMBER 2017-JANUARY 2024

~Provided information (by phone or email) to Disney Vacation Club Members about various resorts, cruise ships, restaurants, and activities.

~Assisted Members in planning a customized trip that enhances their time and resources.

~Offered expert advice on travel options and amenities available at Disney destinations.

~Participated in continuous training and development programs to stay well-rounded about Disney products and services.

DARCIBIVINS7@GMAIL.COM٠ 1501 COLQUITT AVENUE, ALBANY, GA 31707 ٠-229-***-****

www.linkedin.com/in/darci-bivins-312473296

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