Customer Support Specialist - TTEC CRM Expert
Resume:
JENNIFER
LIGGITT
*****************@*****.***
Uniontown, PA 15401
Dynamic Customer Support Specialist with TTEC, recognized for enhancing customer satisfaction through effective problem-solving and CRM expertise. Proven track record in resolving complex issues and fostering client relationships, leading to increased repeat business. Adept at multitasking and maintaining high service standards in fast- paced environments.
PROFESSIONAL SUMMARY
SKILLS
• Problem-solving
• Complaint handling
Customer relationship
management (CRM)
•
• CRM software
• Data entry
• Help desk support
• Call center experience
• Conflict resolution
• Live chat support
• Ticket management
• Quality assurance
• Product knowledge
• Active listening
• Sales support
• Customer response
• Technical troubleshooting
• Time management
• Multitasking and organization
• Customer service excellence
• Empathy and patience
• Team collaboration
• Adaptability and flexibility
Verbal and written
communication
•
• Decision-making
• Email communication
TTEC - Customer Support Specialist
Uniontown, PA • 05/2015 - 07/2026
WORK HISTORY
Delivered exceptional customer service through effective communication and problem-solving skills.
•
Resolved customer inquiries using CRM software, ensuring timely and accurate support.
•
Collaborated with team members to enhance service delivery processes and improve customer satisfaction.
•
Leveraged product knowledge to assist customers with technical issues and inquiries.
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Documented customer interactions and feedback in compliance with quality assurance protocols.
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Trained new staff on customer service procedures and best practices for efficiency.
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Analyzed customer feedback trends to identify areas for service improvement initiatives.
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Maintained up-to-date knowledge of company products, services, and policies to provide informed support.
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Developed strong relationships with clients, resulting in repeat business and positive feedback.
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Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
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Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
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Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
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Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
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Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
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Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
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Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
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• Issue troubleshooting
• Analytical thinking
• Workflow management
• Remote support tools
• Feedback reception
• Stress management
• Email management
• SLA compliance
• Issue follow up
• Service ticket management
• Attention to detail
• Microsoft windows and office
• Customer service
• Teamwork and collaboration
• Collaborative team player
• Interpersonal skills
Customer communication and
empathy
•
• Customer service expert
• Problem-solving abilities
• Online chat support
• Issue and resolution tracking
• Support services
• Organizational skills
• Highly professional
• Call center operations
• Friendly and patient
• Tracking and documentation
• Project coordination
• User support
• Creative issue resolution
• Supply management
• Troubleshooting network issues
• Incoming call management
• Device installation
• Remote technical support
• Software upgrades
• Emergency service coordination
• Employee computer support
• Call management
Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
•
Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
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Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
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Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
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Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
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Reduced call handle time, allowing for more customer inquiries to be resolved each day.
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Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
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Resolved customer complaints with empathy and patience, restoring client confidence in company.
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Elevated customer support experience by adopting customer-first approach in all interactions.
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Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
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Enhanced client satisfaction by resolving complex issues through in- depth troubleshooting and effective communication.
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Optimized use of CRM tools, ensuring accurate tracking and follow- up of customer interactions.
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• Researched and identified solutions to technical problems. Responded to customer inquiries and provided technical assistance over phone and in person.
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• Monitored system performance to identify potential issues.
• Diagnosed and troubleshot hardware, software and network issues.
• Installed and configured operating systems and applications.
• Tested new software and hardware prior to deployment. Removed malware, ransomware, and other threats from laptops and desktop systems.
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• Created user accounts and assigned permissions.
Configured hardware, devices, and software to set up work stations for employees.
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• Hardware configuration
• Desktop support
• Microsoft certification
• Error detection
Laurel Business Institute
Uniontown, PA • 05/2007
Associate of Science: Information
And Computer Systems
Warsaw Community Highschool
Warsaw, IN • 06/1999
High School Diploma
EDUCATION
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