Customer Service Technical Support
Resume:
Georgiana Bleything, Customer Service Specialist
Catonsville, 21228, MD, +1-443-***-****, ***********@*****.*** Summary
Dedicated Customer Service and Billing Specialist with over 7 years of experience in delivering exceptional customer care across various industries. Proficient in billing inquiries, payment processing, and account management, enhanced by strong technical support skills. Recognized for efficiently handling 80-120 calls per hour while ensuring customer satisfaction. Committed to leveraging expertise to streamline customer interactions and enhance billing processes, directly contributing to team goals.
Work Experience
06/2017 – 04/2018
Customer Service/Billing Representative, Charter Communications Blue Ash, US
● Managed incoming customer calls, providing education on billing intricacies for current and past services.
● Executed service modifications, including adding and removing services efficiently.
● Guided customers in utilizing self-help tools and options to enhance their experience.
● Processed customer payments over the phone, ensuring secure transactions through banking accounts and credit cards.
● Coordinated installation and repair appointments as requested by customers.
● Delivered over-the-phone support for various services, facilitating smooth customer interactions.
● Directed calls to appropriate departments when inquiries were not billing-related. 10/2018 – 05/2019
Cashier/Floor Associate, Michaels
Cincinnati, US
● Processed a high volume of transactions, including cash, credit, check, and gift cards.
● Facilitated retrieval of information regarding online transactions, ensuring customer satisfaction upon delivery.
● Mentored and trained new employees, fostering an effective team environment.
● Stocked shelves with new merchandise and redefined shelf layouts to optimize product visibility.
● Maintained organization of shelves, aisles, and back areas to ensure a seamless shopping experience.
07/2016 – 04/2017
Cashier/Floor Associate, Walmart, LLC
Cincinnati, US
● Handled diverse transactions including cash, credit, check, gift card, and EBT with accuracy and efficiency.
● Assisted customers with bill payments and reloading prepaid cards, ensuring prompt service.
● Streamlined layaway transactions during peak periods, enhancing customer service delivery.
● Facilitated delivery of online purchases to customers after verifying identity and signatures.
● Spearheaded training for new employees, equipping them with necessary skills for customer service excellence.
● Advocated for Walmart credit card benefits and features, driving customer engagement.
● Organized and stocked merchandise, maintaining store orderliness for easy customer navigation.
● Supported other departments as needed, promoting teamwork and operational flexibility. 12/2012 – 11/2015
Customer Service Representative, Speedway, LLC
Cincinnati, US
● Managed various transactions, including cash, credit, check, and EBT, maintaining high levels of accuracy.
● Responded promptly to customer calls in adherence to company protocols, ensuring optimal service.
● Coordinated vendor check-ins, proficiently handling credit and return processes.
● Mentored new employees, enhancing overall team performance.
● Oversaw coworker tasks during management absences, maintaining workflow.
● Resolved customer complaints with efficiency and courtesy, ensuring satisfaction.
● Educated customers on the Speedy Rewards program and available credit options, boosting engagement.
● Maintained cleanliness in the store, including all food service areas and equipment.
● Assisted management with promotional sign changes, contributing to marketing initiatives. 07/2009 – 08/2010
Customer Service Agent, Maximum Communications Inc Cincinnati, US
● Delivered exemplary customer service to callers, ensuring resolution of queries.
● Executed data entry tasks with precision and attention to detail.
● Communicated messages to clients, adhering to their specific instructions for tailored service.
● Trained new Customer Service Agents on call handling procedures and escalations.
● Managed call escalations efficiently, providing supervisory support as needed.
● Functioned as emergency dispatch for numerous clients, including supporting the Cincinnati Branch of American Red Cross.
● Handled an average of 80 to 120 calls per hour during peak times, maintaining a prompt service standard.
12/2007 – 05/2008
Technical Support Agent, Electronic Payments Inc
Calverton, US
● Provided in-depth technical support to merchants and representatives for credit card terminals, internet gateways, and POS systems.
● Offered after-hours assistance with billing inquiries and transaction placements.
● Configured and dispatched terminal files to merchants, ensuring operational readiness.
● Maintained detailed caller logs for efficient communication among agents.
● Fielded approximately 15 to 30 support calls during peak, while managing 10 to 20 calls during quieter periods.
09/2006 – 07/2007
Cashier, The Home Depot
Cincinnati, US
● Delivered superior customer service to meet the needs of both contractors and homeowners.
● Provided expert product information and facilitated selections through effective cross-selling techniques.
● Administered merchandise return procedures and trained Front-End/Returns Cashiers, enhancing transaction efficiency.
11/2005 – 04/2006
Bookseller, Waldenbooks, Inc
College Station, US
● Assisted customers in selecting and locating books through a computerized system, enhancing customer experience.
● Executed sales transactions efficiently while managing incoming call inquiries.
● Coordinated with vendors for inventory replenishment and special orders to meet customer needs.
● Maintained sales tracking and performed light housekeeping tasks to ensure a welcoming environment.
08/2004 – 05/2005
Technical Support Agent/Tier 2, Cox Communications, Inc Tyler, US
● Provided technical support for business and residential customers regarding video, cable internet, and VoIP services.
● Resolved customer billing inquiries and addressed sales issues after normal business hours.
● Leveraged upselling techniques to promote new account services, while maintaining accurate records.
● Managed 10 to 40 customer calls during peak periods and 10 to 20 during non-peak times, ensuring prompt assistance.
Skills
Microsoft Office
Microsoft Word
Excel
Cash Handling
MS Office
Inventory
Basic math
Retail math
Cash register
POS
Windows
Microsoft Outlook
Technical support
Computer skills
Customer Service
Retail
Sales
Customer service
Phone etiquette
Upselling
Sales
Retail sales
Analysis skills
Communication Skills
Interpersonal Skills
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