Customer Service Technical Support

Alishia Middleton

228-***-**** *******.***********@*****.*** Pascagoula, MS 39567

Skilled Customer Service Representative with experience in resolving complex customer inquiries. Possess strong communication skills, problem-solving abilities and demonstrate high adaptability to fast-paced environments. Previous professional roles have demonstrated a consistent history of enhancing customer satisfaction and team productivity.

SUMMARY

• Customer service

• Conflict resolution

• Product knowledge

• Financial aid processing

• Data entry

• Email communication

• Documentation management

• Technical support

• Creative problem solving

• Customer education

• Sales support

• Attention to detail

• Active listening

• Following scripts

• Policies and procedures adherence

• Computer skills

• Software navigation

• Inbound call answering

• High-energy attitude

• Written communication

• Retail store support

• Multitasking Capability

• Appointment scheduling

• Quality assurance controls

• Parts ordering

SKILLS

CSR Shipping Claims 05/2023 - 04/2025

Alorica

• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Educated customers on special pricing opportunities and company offerings.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Consulted with customers regarding needs and addressed concerns.

• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

• Managed multiple tasks simultaneously while providing excellent customer service experience.

• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

• Exceeded customer satisfaction by finding creative solutions to problems.

• Identified needs of customers promptly and efficiently.

• Updated and maintained databases with current information. EXPERIENCE

06/2018 - 11/2023

08/2013 - 10/2018

09/2005 - 08/2013

CSR

SaviLinx

• Attended periodic training sessions related to new laws, rules, and procedures concerning federal student aid funding.

• Responded promptly to emails, phone calls, and other inquiries from current and prospective students seeking assistance with the financial aid process.

• Reviewed student documents to verify enrollment status and other eligibility requirements for financial aid programs.

• Calculated clients' available monthly income to meet debt obligations.

• Received and posted payments to loan accounts.

CSR, Sales

AT&T

• Generated sales leads through cold calling and outbound calls in order to increase revenue growth.

• Used approved scripts to de-escalate angry customers during telephone interactions.

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Drove sales of company products and services by meeting with customers using strategic and organized approach.

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Ensured compliance with applicable laws and regulations related to sales process.

• Provided customer service and technical support to customers via phone, email, live chat, and social media.

• Assisted in developing marketing strategies for new product launches and promotions.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Listened to customer needs to identify and recommend best products and services.

• Developed strong customer relationships to encourage repeat business. CSR

Walmart.com

• Provided guidance on product features and benefits as well as troubleshooting techniques.

• Asked probing questions to determine service needs and accurately input information into electronic systems.

• Used approved scripts to de-escalate angry customers during telephone interactions.

• Performed account maintenance activities such as updating client information in databases.

• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Generated reports on customer inquiries and complaints for management review.

• Provided customer service support to customers over the phone and by email.

• Promoted available products and services to customers during service, account management and order calls.

• Managed multiple tasks simultaneously while providing excellent customer service experience.

• Processed orders, forms, applications, and requests.

• Determined accurate prices for customer services, consistently searching for deals and best prices.

• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

• Collaborated with sales team members to stay current on inventory levels and resolve item issues.

• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.

REFERENCE Rene Robinson 228-***-****

High School Diploma 05/2004

Moss Point High School, Moss Point, MS

EDUCATION

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