Customer Service & Data Entry Specialist
Resume:
Augustin Etah
************@*****.***
Dedicated and energetic data entry and customer service expert with exceptional communication skills, physical agility, and a strong background in retail operations. Proven ability to work collaboratively, prioritize tasks, and deliver accurate results under tight deadlines. WORK EXPERIENCE
Today’s Technology
10/2024 to Present
— Remote Customer Service Representative
• Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion
• Document all inquiries, requests, resolutions, and follow-up tasks
• Escalate inquiries and requests as necessary to the appropriate department or person following outlined guidelines
• Display a courteous and empathetic attitude to all customers
• Perform research to answer customer inquiries and requests
• Grow existing customer accounts through exceptional customer service and effective sales techniques
• Meet quantitative performance metrics as outlined
• Keep customer accounts current by updating databases during calls
— Remote Helpdesk Associate
11/2022 to 09/2024
• Served as the first point of contact for customers seeking technical assistance over the phone or email
• Performed remote troubleshooting through diagnostic techniques and pertinent questions
• Determined the best solution based on the issue and details provided by customers
• • Walked the customer through the problem-solving process
• Directed unresolved issues to the next level of support personnel
• Provided accurate information on IT products or services Education
• Followed-up and updated customer status and information 10/2019 to 10/2022
— Email and chat Representative
• Maintains customer relationship by responding to inquiries, documenting actions.
• Prepares for customer inquiries by studying products, services, and customer service processes.
• Responds to customer inquiries by understanding inquiries; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer’s understanding of information and answer.
• Records customer inquiries by documenting inquiries and response in customers’ accounts.
• Improve quality service by recommending improved processes, identifying new products and service applications.
• Updates job knowledge by participating in educational opportunities.
• Accomplishes customer service and organization mission by completing related results as needed.
• Attending training sessions to grow knowledge of products and to develop customer service skills.
• Resolving phone, walk-in, mail, fax, and email customer inquiries.
• Processing and logging incoming calls into the CRM system.
• Identifying customer needs.
• Forwarding and escalating inquiries to relevant individuals and departments.
• Contacting customers to give them accurate feedback on the progress of their inquiries.
• Providing outstanding customer service.
• Updating customer information as required. • Maintaining confidentiality of information.
Bachelor of Computer Science, 2015
University of Buea, Cameroon
Relationship Management · Conflict Management/Resolution · Problem solving · Communication · Active Listening · Decision Making · Time Management · Flexibility · Teamwork · Troubleshooting.
Microsoft office · Zoom · Salesforce
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