Customer Service & Client Administration Specialist
Resume:
Bieydah Lucas
McDonough, GA ****3
*******@*****.***
PROFESSIONAL EXPERIENCE
Plexus GroupH
Client Administrator
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v Provide support with proof of coverages, making changes to policies. v Answer questions regarding coverages.
v Assist with details/recommendations for coverages based on needs of client. v Assist team members resolve difficult issues to ensure clients receive exceptional service including responding promptly to emails/voicemails, Teams meetings for in depth discussions, follow up with clients quarterly to ensure all coverage needs are met.
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Customer Service Representative
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v Provide customer support with troubleshooting mobile devices and placing/ FDQFHOLQJ orders.
v Replace defective merchandise 0RELOH GHYLFHV /DSWRSV &RPSXWHUV v Assist with details/recommendations for products based on needs of customer v Assist team members resolve difficult issues to ensure customers receive exceptional service including mentoring, coaching and/or subject matter round tables.
v Complete internal file audits and provide managers with observations Perform real time coaching to assist with proper escalation process including showing empathy when deescalating irate customers. v Maintained logs keeping all data up to date regarding customer issues/complaints, replacement orders and emailing daily logs to direct manager. v Perform call audits of customer service team members and provide feedback to improve call quality.
v Take over customer calls escalated from customer service team and follow through to issue resolution.
v Assist in team chat to allow immediate access to product details and give a faster resolution for customer.
Our Girls Next Generation
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August 2014 - July 2017
v Keep all files and documents up to date.
v Assess all employees to ensure they meet company standards pertaining to company professionalism, appropriate communication and adhere to dress code v Schedule and organize all monthly meetings.
v Keep record of monthly payments received and billing statements issued.
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