Customer Service Rep at Concentrix (2022-10 – Present)
- Research information to answer customer technical inquiries.
- Calm angry callers, repaired trust, and located resources for problem resolution.
- Document all call information per standard operating procedures.
- Explain technical troubleshooting and key control options.
- Resolve customer complaints with a helpful attitude.
- Deliver outstanding customer service by exceeding customer expectations.
- Communicate resolutions to customers via email, web chat, and phone support.
- Inform customers of products and promotions.
- Quickly answer customer inquiries in a friendly and courteous manner.
- Process credit card payments.
Customer Service Rep 2 at Football Fanatics (2020-02 – 2022-10)
- Resolved and worked through escalated and complex customer issues.
- Calmed angry callers, repaired trust, and located resources for problem resolution.
- Communicated resolutions about calls to colleagues and customers.
- Navigated multiple computer systems, applications, and utilized search tools to find information.
- Documented all call information per standard operating procedures.
- Worked effectively in a structured but flexible, adaptable, and changing, call center environment.
- Explained account payment and settlement options.
- Resolved customer complaints with a helpful attitude.
- Issued refunds, and credits when necessary.
- Delivered outstanding customer service by exceeding customer expectations.
Customer Service Rep 1 at Football Fanatics (2019-10 – 2020-02)
Technical Support Rep at Computer Etc (2015-08 – 2019-10)
- Resolved and worked through general customer issues.
- Provided information about services.
- Works in a fast-paced call center environment taking inbound phone calls back-to-back.
- Resolved and worked through escalated and complex customer issues.
- Calmed angry callers, repaired trust, and located resources for problem resolution.
- Communicated resolutions about calls to customers.
- Navigated multiple computer systems, applications, and utilized search tools to find information.
- Evaluates and makes decisions regarding exceptions to payment plan and fees.
