Quality Assurance/Customer Service - Expedited Travel - Remote-Dallas, TX
(2023-04)
- Listening to and analyzing call recordings.
- Evaluating customer service interactions (calls, chats, emails) against established quality standards and metrics.
- Identifying strengths and weaknesses in agent performance.
- Tracking key performance indicators (KPIs) like call handling time, customer satisfaction scores, and resolution rates.
- Identifying trends and patterns in customer interactions.
- Generating reports and providing data insights to management and supervisors.
- Providing constructive feedback to agents on their performance, both individually and as a team.
- Coaching and mentoring agents to improve their skills and knowledge.
Chat Tech Support - Kelly services - Remote-Fort Worth, TX
(2021-04 - 2023-04)
Providing advanced troubleshooting and support for complex Apple hardware and software issues to customers, often escalated from Tier 1 support, requiring a deeper understanding of Apple products and services, and the ability to diagnose and resolve issues that require more in-depth analysis and problem-solving techniques, while maintaining excellent customer service
Customer Service Associate/Bookkeeper - Kroger - Clinton, MS
(2017-06 - 2021-04)
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card and check transactions to complete customer purchases.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Collected and authorized payments of guests.
- Led projects and analyzed data to identify opportunities for improvement.
Cashier/Stocker/Customer Service - Dollar Tree - Byram, MS
(2016-10 - 2017-06)
- Set up new sales displays each week
- Restocked and organized merchandise in front lanes
- Collected and authorized payments for customers
- Operated cash register for cash, check and credit card transactions with great customer service.
