Senior Customer Service Specialist - Walmart - Remote
(2022-02)
- Led and supervised the customer service team to ensure high-quality support and efficient service delivery.
- Provided coaching, training, and performance feedback to team members to foster professional development.
- Monitored and evaluated team performance metrics, such as customer satisfaction scores and resolution times, implementing improvements as needed.
- Handled escalated customer issues, resolving complex problems promptly and professionally.
- Developed and implemented customer service policies and procedures to enhance service quality.
- Collaborated with other departments to ensure seamless communication and coordination.
- Maintained a thorough understanding of products, services, and company policies to support team knowledge.
Intake Specialist - Morgan & Morgan - Miami, FL
(2018-08 - 2021-12)
- Greeted and assisted incoming clients via phone, in person, or online.
- Gathered and verified client information, including personal details and eligibility criteria.
- Conducted preliminary assessments to determine client needs and program eligibility.
- Explained services and program requirements to clients.
- Accurately completed intake forms and data entry, and maintained detailed records.
- Ensured all documentation complied with organizational policies and confidentiality standards.
- Scheduled appointments, follow-ups, and referrals as needed.
- Coordinated with internal departments and external agencies to facilitate client services.
- Provided empathetic support and information to clients throughout the intake process.
- Responded to client inquiries and troubleshooted issues as they arose.
Customer Service Specialist - Asurion - Miami, FL
(2012-12 - 2018-07)
- Provide exceptional customer support in both English and [second language] via phone, chat, and email.
- Assist customers with troubleshooting and resolving device issues and warranty claims.
- Educate customers about product features, warranty policies, and service options.
- Accurately document interactions and resolutions in the company CRM system.
- Escalate complex issues to the appropriate teams when necessary.
- Ensure compliance with company policies, procedures, and confidentiality standards.
- Strive to meet and exceed performance metrics related to customer satisfaction and resolution times.
- Collaborate with team members to improve the overall customer experience.
- Stay informed about product updates and company policies to provide accurate assistance.
- Promote customer loyalty through professional and empathetic communication.
Customer Service Account Specialist - TeleTech - Miami, FL
(2010-01 - 2012-12)
- Assisted customers with inquiries related to the Best Buy Reward Zone program via phone and chat.
- Helped customers understand their reward account details, point balances, and redemption options.
- Resolved issues related to reward points, account access, and reward redemption in a professional manner.
- Provided information about program updates, promotions, and policies.
- Accurately recorded and documented customer interactions and account information in the CRM system.
- Escalated complex or unresolved issues to appropriate internal teams as needed.
- Maintained knowledge of Best Buy policies, Reward Zone Program details, and company offerings.
- Ensured a positive customer experience through friendly, professional, and empathetic communication.
- Followed company procedures to ensure confidentiality and security of customer information.
- Contributed to team efforts to improve service quality and customer satisfaction.
