Customer Service Representative & Support Specialist

Jan La Roche

St. James New York 516-***-**** ************@*****.***

PROFESSIONAL SUMMARY

I am a successful customer service representative with twenty plus years of experience. As a small business owner manager initially, and as a customer support representative now at a telecommunications manufacturer, I have top- notch skills in oral and written communication. I have developed active listening and analytical problem-solving. I am a quick learner and understand the importance of operating within department guidelines, managing telephone calls with technical requests for assistance or trouble-shooting support for customers of all ages and skills. In my present post, where I have been for over a year, I address those concerns in order to provide relevant cellular device information and options. Upbeat and energetic, I gracefully handle escalations in Tier1 and Tier 2 circumstances through my resourcefulness and adaptability. My coworkers consider me gifted in working with stressed, confused and upset individuals in need of information and supportive guidance. I am a solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Understanding customer needs and providing customized solutions is the best way to build loyalty. Motivated to maintain customer satisfaction and contribute to company success, I am articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

SKILLS

• Developer of new customer

relationships

• Worked with people of diverse

backgrounds

• Problem solver, thinks outside

the box

• Cash handling experience

• Professional demeanor with

customers

• Superior telephone etiquette

• Very organized and efficient

• Excellent verbal and written

communication

• Strong computer skills

• Easily adapts to new

technology

• Quickly resolves complaints to

satisfaction

• Very organized and efficient

• Attention to detail

• Comprehensive follow through

• Superb customer service skills

WORK HISTORY

CUSTOMER SUPPORT 5/2024 to Current Reliance Communications/ Orbic, Hauppauge NY

• Responds to four incoming mailboxes throughout the work day

• Incoming sales orders and outgoing devices are entered in SAP, a software used in this industry

• Processes account orders in SOE and returned devices under warranty with IMS, two other softwares used

• Gives live technical support on the phone, along with troubleshooting, for customers' devices

• Uses Microsoft Excel and Word for orders and data entry

• Attends weekly meetings with engineers in the telecommunication field

• Assists the Director of H.R. by fielding inquiries and taking pictures of our corporate events for the press and social media

CUSTOMER SERVICE REPRESENTATIVE 07/2019 to 5/2024 James Cress Florist, Smithtown NY

• Offered recommendations to customers, paying attention to special needs or wants

• Answered constant flow of customer calls with up to 5 calls in queue per minute

• Entered customer details in HANA, a floral industry software, to track requests, document problems and record solutions offered

• Provided outstanding customer support to internal and external customers in fast-paced environment

• Cultivated customer loyalty, promoting repeat customers

• Educated customers on promotions to enhance sales

• Recommended style and content of floral arrangements to customers, thoroughly explaining details

STUDIO MANAGER AND PARTNER 02/2000 to 05/2019 ImageHouse, Saint James, NY

• Assisted with digital files and photography responsibilities

• Learned how to complete scanning of original photographs and restored hundreds with minimal supervision, contributing to successful, finished new photographs

• Participated in meetings to discuss new products for consumer opportunities

• Resolved communication problems, improved operations and provided exceptional client

support

• Helped inquiring customers by understand their needs to provide superior restorations

• Assisted digital restoration manager with Photoshop skills for restoration EDUCATION

Bachelor of Arts : Art And Art History, 1979

SUNY Stony Brook - Stony Brook, NY

• Teaching Assistant for two semesters

• Awarded the President’s Award for a photograph

Master of Fine Arts : Photography, 1982

Pratt Institute - Brooklyn, NY

• Thesis: Robert Frank and The Americans

REFERENCES

Available upon request

Contact this candidate