Level III Customer Service Specialist - Custom Decorators Inc. - Reno, NV
(2021-09)
- Communicate effectively and efficiently with customers via email, inbound calls, and outbound calls
- Demonstrate strong problem-solving skills by addressing customer inquiries and complaints, resolving issues promptly and professionally
- Maintain accurate and detailed customer records, ensuring the highest level of customer data integrity
- Provide product and service information to customers and work with cross-functional teams (including sales and operations) to ensure customer needs are met
Customer Service Specialist - Inc Authority - Reno, NV
(2021-06 - 2021-08)
- Conferred with customers by telephone, to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Kept records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken
- Assisted customers with their business formation to ensure they had all the documents in place for their business
- Provided accurate and appropriate information in response to customer inquiries and developed effective relationships with all call center departments through clear communication
Trainer - Xerox Services - Portmore, St Catherine
(2013-09 - 2015-10)
- Ensured that the company provides the highest possible quality of customer service for employees
- Actively oversaw a total of 71 new hires to production
- Developed, implemented, and modified training programs to ensure effectiveness of programs delivered to call center/customer service personnel
- Quickly and effectively solved customer challenges
- Reported individuals' progress and identified additional training needs
- Assisted in program development with new products and/or services
- Worked with under-performers to get them up to the standards required by the clients
Customer Service Supervisor - Xerox Services - Portmore, St Catherine
(2013-03 - 2013-09)
- Oversaw the day-to-day activities and guidance of team members
- Responsible for setting targets, implementing guidelines, and assisting with any issues the employees had
- Motivated team members to understand the team's objectives and to work together to achieve it
- Supported customers in opening new accounts and upgrading existing service
- Mediated interpersonal issues
- Provided regular feedback to team members
Customer Service Associate - Xerox Services - Portmore, St Catherine
(2010-11 - 2013-03)
- Prepared for customer inquiries by studying products, services, and customer service processes
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution
- Recommended potential products or services to management by collecting customer information and analyzing customer needs
- Responded to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; and verifying customer's understanding of information and answer
