Customer Service Support Specialist

Toshiba Stewart

**************@*****.*** 708-***-**** Chicago Heights, IL

SUMMARY

Experienced Chat Support Specialist with 5 years in customer service roles, including providing accurate product information and resolving inquiries via live chat. Proven track record of training team members on live chat procedures and utilizing CRM systems to enhance customer interactions. Seeking Chat position to leverage skills in customer complaint resolution and technical support.

WORK EXPERIENCE

Teleperformance Remote

Customer Service Specialist Jan 2024 - Jun 2024

• Delivered comprehensive customer support for tax services, including returns, filings, and software inquiries, through email, phone, and ticketing systems.

• Utilized Salesforce to navigate and troubleshoot Intuit products, enhancing customer experience with TurboTax and related software.

• Facilitated screen sharing sessions to guide clients through tax submission processes using TurboTax and QuickBooks.

Enova International Chicago, IL/ Remote

Chat Support Specialist Oct 2021 - Feb 2023

• Responded to over 500 customer inquiries, delivering accurate information about products and services through live chat.

• Trained new team members on live chat procedures and customer service protocols to ensure consistent performance and adherence to standards.

• Managed customer records by documenting and detailing calls and complaints in the CRM database and creating databases for over 300 customers.

Val, Cleaning Service Chicago, IL Remote

Customer Service Manager Sep 2020 - Apr 2021

• Trained and mentored over 30 associates in performance-oriented strategies and customer service techniques to enhance service quality.

• Collaborated with upper management to improve company-wide customer service processes and support structures, ensuring efficient operations.

• Managed scheduling conflicts to reduce operational backlogs, achieving a 35% increase in qualitative and quantitative targets.

Fireking Security Group Tinley Park, IL

Customer Service Representative Nov 2019 - Mar 2020

• Managed high-volume customer interactions, responding to over 300 calls daily with minimal wait times, enhancing customer satisfaction and service efficiency.

• Updated and maintained over 2,000 customer records, ensuring accuracy and up-to-date account information for streamlined operations.

• Fostered professional relationships with over 500 shippers, receivers, and drivers, enhancing trust and reliability through effective communication and dispatch coordination. Public Storage Chicago Heights, IL

Customer Service Manager Oct 2018 - Aug 2019

• Processed documentation and input data into the system to complete eligibility processes, re-certifications, and tenant move-outs for a customer base of 600.

• Addressed customer inquiries and suggestions with professionalism, providing primary support to 600 internal and external customers on pricing, inventory availability, and order changes.

• Enhanced team productivity and managed workflow to meet or exceed quality service goals by 25%. Lee Enterprises Munster, IN

Customer Service Specialist Sep 2015 - Sep 2017

• Coordinated timely delivery of goods by effectively communicating with over 1,500 drivers and personnel, ensuring seamless operations.

• Managed conflict resolutions among customers, drivers, and personnel, fostering professional relationships and promoting respect.

• Handled over 400 customer inquiries through calls and emails, providing detailed information on products and services.

Americall Teleperformance Lansing, IL

Customer Service Representative Jan 2016 - Jan 2017

• Managed over 800 customer inquiries and suggestions, ensuring courteous and professional interactions, while handling both incoming and outbound calls for approximately 700 customers.

• Conducted daily cold calling and outreach activities, successfully delivering and adjusting scripted sales pitches to increase relevance by 25%, contributing to the development of the sales pipeline. EDUCATION

Prairie State College

Associate of Arts, Liberal Arts and Sciences

Chicago Heights, IL

May 2023

SKILLS

Data Entry 40 WPM • Microsoft Office/ Adobe Proficiency • Customer Complaint Resolution • Administrative Support • Technical Support • Payroll Coordination • Quarterly Performance Reviews • Office Administration • Sales Expertise

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