CUSTOMER SERVICE REPRESENTATIVE – AVALON ORDER SUPPORT at Concentrix (2025-05 – Present)
Provide high-volume customer support for order-related inquiries, delivering accurate information and timely resolutions while maintaining a positive customer experience.
- Assist customers with order status, order details, product availability, fulfillment, shipping, and delivery-related questions.
- Support customers with order changes, cancellations, returns, exchanges, refunds, replacements, and other post-purchase service requests in accordance with established policies.
- Research billing and payment concerns, identify discrepancies, explain applicable charges, and guide customers through available resolution options.
- Verify customer and order information, navigate multiple systems, and document interactions accurately to ensure continuity of service and complete case records.
- Troubleshoot order and account issues by identifying root causes, researching available solutions, and coordinating with appropriate internal teams when escalation is required.
- Handle dissatisfied customers professionally using active listening, empathy, de-escalation, and clear communication to resolve concerns and protect customer loyalty.
- Follow strict privacy, security, quality, and process requirements when accessing and discussing customer and order information.
- Manage multiple customer requests and competing priorities in a fast-paced contact-center environment while meeting productivity, quality, and customer satisfaction expectations.
- Use customer-service and communication systems to manage interactions, complete after-contact documentation, and ensure accurate follow-through on customer requests.
SUBJECT MATTER EXPERT (SME) at TurboTax | Concentrix (2025-01 – 2025-04)
- Resolved escalated customer issues while maintaining professional communication, service quality, and positive customer relationships.
- Provided one-on-one coaching and real-time support to representatives and managers on product, process, and customer service best practices.
- Mentored junior team members and reinforced effective troubleshooting, issue resolution, and customer engagement techniques.
- Conducted classroom-style training sessions covering program introduction, processes, and product instruction.
- Supported continuous improvement by identifying recurring customer and process challenges and sharing solutions with the team.
CUSTOMER SERVICE OUTFITTER at Bass Pro Shops & Cabela's | Concentrix (2024-10 – 2024-12)
- Handled customer phone orders, entered order information accurately, and supported customers with product selection and availability.
- Provided information on discounts, promotions, specials, and inventory across locations.
- Responded to customer inquiries through email and chat while maintaining a professional and positive customer experience.
- Applied company policies related to payments, returns, and exchanges to resolve customer requests accurately.
TECHNICAL SUPPORT REPRESENTATIVE at TurboTax | Concentrix (2024-02 – 2024-04)
- Provided technical and customer support for TurboTax users, troubleshooting product issues and guiding customers to effective solutions.
- Used remote-access tools when necessary to troubleshoot customer systems and resolve technical concerns.
- Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
- Documented customer interactions, transactions, issues, and resolutions accurately for future reference.
- Collaborated with other departments to resolve complex customer issues and deliver solutions aligned with customer needs.
- Followed company policies and procedures governing technical support operations and customer interactions.
CUSTOMER SERVICE REPRESENTATIVE at Bulwark Exterminating
- Maintained strong knowledge of company policies, procedures, and services to accurately address customer questions and concerns.
- Investigated customer issues, assessed contributing factors, and identified appropriate solutions.
- Provided personalized guidance and account support while maintaining a customer-focused approach.
- Protected customer information by following confidentiality, privacy, and applicable regulatory requirements.
PATIENT COORDINATOR at AZ-Tech Radiology (2018-04 – 2021-03)
Provided front-line customer service to patients and families while managing multiple administrative and patient-care support responsibilities.
- Processed payments and completed front-end documentation accurately and efficiently.
- Served as a liaison among physicians, staff, patients, families, and third-party payers to facilitate clear communication and timely resolution of concerns.
- Assisted patients with insurance coverage questions, payment plans, and other financial matters.
- Verified and collected patient information and developed intake forms to improve data accuracy and consistency.
- Supported technicians with patient preparation, oral contrast procedures, translations, and exam-image disc requests.
- Maintained accurate and timely patient-care documentation.
