Customer Support Representative & Trainer

Aberdeen, MD • ***********@*****.*** • (***) *

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58

MARY COLGIN

Customer Support

PROFESSION

AL SUMMARY

A customer support representative with extensive experience in conflict resolution and training along with a proven ability to

manage cross-

functional teams. Given my outgoing, friendly, and people-oriented personality, I connect well with diverse groups

and individuals. I am also very well-organized and possess solid communication skills that aid my ability to efficiently support

upper management. Competent, compassionate, and empathetic customer support representative with years of experience in the

Customer Service industry. An accomplished delegator for responsibilities spanning conflict resolution, training, database

management, and prioritization. Works well under pressure with a persistent, determined, and goal-oriented outlook. Focused

on embracing new career opportunities whereby my background and education are conducive to achieving goals and excelling

with respect to the customer experience.

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm

and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment,

decisive communication, and focused solutions. Expert at finding win-win solutions.

EMPLOYMENT HISTORY

CUSTOMER SUPPORT REPRESENTATIVE Nov 2

01

-

6

Nov 2

0

25

Echostar Communications, LLC Remote

Assisted in the deployment of new systems and applications

Assisted in the training of new system users

Delivered excellent problem-solving services and fostered a helpful environment for customers, earning a 99% satisfaction rate

on customer surveys

Established and observed policies and procedures

Resolved customer inquiries and complaints in a timely and professional manner

Developed and maintained customer service best practices

Collaborated with cross-

functional teams to resolve customer issues

Monitored customer service metrics to ensure customer satisfaction goals were met

Developed and maintained customer service policies and procedures

Monitored customer complaints and provided feedback to management

Accountable for consistently maintaining an exemplary customer service record and meeting all company goals and

expectations

Answered 90 to 100 phone calls daily; processed incoming service requests

E

DUCATION

HIGH SCHOOL DIPLOMA Sep 1987

- Jun 1990

Randallstown High School Randallstown

SKILLS

Conflict resolution(

Experienced), Training & Development, Database Management, Phone Operations,

Quick Learning Ability, Customer Care, Stress Management, Resolving Conflict, Follow-up, Technical Support,

Multi

-line Phone Operations, Helpfulness, Team Management, Analytic Tools Use, Planning And Monitoring,

Careful and Focused, Customer Retention, Inbound call answering, Customer service excellence, Account administration,

Customer communication and empathy, Remote support, Multitasking capacity, Verbal and written communication.

Contact this candidate