Customer Service Technical Support
Resume:
November **** — January 2022
Ayana Fields
Atlanta, GA
• ************@*****.***
PROFESSIONAL SUMMARY
Dedicated Customer Service Representative with 8+ years of experience in healthcare/technical-related environments, skilled in managing customer inquiries and resolving issues efficiently. Adept at providing proactive solutions and maintaining a high level of customer satisfaction in remote settings. Work Experience
Technical Support Representative, Remote.
Coyote Logistics/RXO Inc
Multitasked and maintained a high level of professionalism and calmness with all personnel even in high-stress situations.
Gathered data in order to better understand the clients needs and provide quick solutions. Listened to feedback, provided appropriate responses, and forwarded issues to the appropriate department.
Provided quick, friendly, and knowledgeable service for routine questions and service complaints. Calmly provided conflict resolution and navigated frustrated clients with the associate team. Responded promptly to customer inquiries via email and live chat. Provided accurate, valid, and complete information to customers using the knowledge base provided.
Resolved customer complaints and escalated issues as needed. Keep records of customer interactions and transactions. Assisted with customer complaints.
Followed up on customer interactions to ensure their satisfaction. Achieved and maintained established performance metrics Proficient in Microsoft Word, Microsoft Powerpoint, and Microsoft Office. Advanced in using different web browsers
Consistently achieved high customer satisfaction scores and met performance metrics. IT Customer Service Representative, Hybrid.
Pomeroy
Multitasked and maintained a high level of professionalism and calmness with all personnel even in high-stress situations.
Gathered data to better understand the client's needs and provide quick solutions. Listened to feedback, provided appropriate responses, and forwarded issues to the appropriate department.
Provided quick, friendly, and knowledgeable service for routine questions and service complaints. Calmly provide conflict resolution and navigate frustrated clients with the associate team. Operated between different systems.
Understood and emphasized customers' issues.
Logical problem-solving and the ability to multitask. Demonstrated a high sense of urgency.
Entered data for customer(s) in various software programs. Keen sense of attention to detail, taking the initiative. Excellent communication skills both oral and written Appropriately communicated with upset customer(s) to resolve their inquiries. Troubleshoot equipment and system problems
Followed up with customer(s) inquiries by taking specific action promptly. Participated in additional training courses when needed. May 2016 — September 2018
2005-2009
Resolved customer inquiries related to credit card payments, account adjustments, and service requests with a commitment to accuracy and prompt service. Addressed complex customer service issues across various financial products, ensuring high levels of customer satisfaction.
Processed new account applications and credit line adjustments in compliance with financial regulations, while informing customers on responsible account management. Identified customer(s) who were comparison shopping and inquiring about contract terms. Assisted customer(s) with the correct price plan.
HeathCare Customer Service Representative, Remote. Concentrix (Aetna Client)
Multitasked and maintained a high level of professionalism and calmness with all personnel even in high-stress situations.
Gathered data to better understand the client's needs and provide quick solutions. Listened to feedback, provided appropriate responses, and forwarded issues to the appropriate department.
Provided quick, friendly, and knowledgeable service for routine questions and service complaints. Calmly provide conflict resolution and navigate frustrated clients with the associate team. Operated between different systems.
Understood and emphasized customers' issues.
Logical problem-solving and the ability to multitask. Demonstrated a high sense of urgency.
Entered data for customer(s) in various software programs. Keen sense of attention to detail, taking the initiative. Excellent communication skills both oral and written Appropriately communicated with upset customer(s) to resolve their inquiries. Troubleshoot equipment and system problems
Followed up with customer(s) inquiries by taking specific action promptly. Participated in additional training courses when needed. Resolved customer inquiries related to credit card payments, account adjustments, and service requests with a commitment to accuracy and prompt service. Addressed complex customer service issues across various financial products, ensuring high levels of customer satisfaction.
Processed new account applications and credit line adjustments in compliance with financial regulations, while informing customers on responsible account management. Identified customer(s) who were comparison shopping and inquiring about contract terms. Assisted customer(s) with the correct price plan.
Responds to requests for patient records, both within the facility and by external sources, retrieving them and transmitting them appropriately. Own and develop processes for customer satisfaction Manage incentive payments
Manage account reviews, helping to keep our participant & researcher base healthy Education
West Orange High.
High School Diploma,
CERTIFICATIONS
CompTIA A+ – [2022]
Microsoft Certified: Azure Fundamentals – [2023]
Cisco Certified Network Associate (CCNA) – [2023]
Microsoft Certified Solutions Expert (MCSE) – [2023] SKILLS
Call Center Operations
Customer Service Excellence
Data Entry and Order Processing
Payment Processing
Problem-Solving and Conflict Resolution
CRM Systems (Salesforce, Zendesk)
Telephony Systems
Communication and Interpersonal Skills
Time Management
Multitasking
Microsoft Office Suite
Google Workspace
Type 35 wpm
Negotiator
Retain Knowledge
Attention to detail
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