Customer Care Experience
Resume:
Cassandra Evans
Experienced Customer Care Service
Representative Seeking Remote Data
Entry and Customer Service Role
*********@*****.***
GRAND PRAIRIE, TX
Work Experience
Customer Care Service Representative
ADT formerly Brinks
October 1998 - August 2024
Provide excellent customer experience by troubleshooting problems and providing basic support to inbound caller's. Receives 85 to 100 calls per day and strives to achieve first call resolution with every call. Pays attention to details of call while accurately documenting calls using the appropriate systems and processes. Verifies caller's identity by gathering sensitive information from caller. Provides instructions on proper battery replacement in sensors for alarms in both residential and small business locations. Utilizes company resources to resolve customer inquiries virtually in order to decrease the amount of request to send company repair persons to jobs (Truck rolls) . - supports company assigned goals of less than 55% of requested truck rolls. Keep customer records updated with correct demographic information. Determines and routes customer calls to proper department if call cannot be resolved in the department. Maintains department assigned Key Performance Indicators : Customer satisfaction - 90% 1st Time resolution - 90% Overall resolution rate - 88%
Skills
Computer System Written Correspondence Ability To Listen Quality Results Problem Resolution Demonstrated Ability Customer Satisfaction Research Troubleshooting Ability To Learn Pays Attention To Details Communication Skills Key Performance Indicators High Attention To Detail Customer Experience
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