Customer service

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Jan, 2022 - Sep, 2023 Administrative Assistant @ Columbus State University

• Managed incoming phone calls, effectively directing inquiries and providing prompt responses, improving communication efficiency within the organization.
• Coordinated and scheduled meetings and appointments, ensuring timely execution and proper allocation of resources.
• Successfully resolved administrative problems, employing strong problem-solving skills and attention to detail.
• Booked travel arrangements, streamlining the process for staff members and ensuring smooth travel experiences.
• Organized and maintained filing systems, guaranteeing quick and easy access to essential information.
• Demonstrated a commitment to maintaining the confidentiality of sensitive information and documents, contributing to a secure and trustworthy work environment.
• Assisted in the preparation of reports and presentations for management and staff meetings, enhancing communication and decision-making processes.
• Actively contributed to the preparation and coordination of meetings, workshops, and events, ensuring their successful execution and providing a positive experience for participants.
• Created and maintained a centralized calendar of events and deadlines, fostering timely task completion and efficient schedule coordination.

Oct, 2021 - Jan, 2022 Special Handling Team(Temp Worker) @ Incomm Agent Solutions

• Provide timely, accurate and courteous responses to the customers concerns or questions in accordance’s with InComm’s policies.
• Strong customer service skills with friendly and professional telephone etiquette
• Effective problem-solving skills with ability to research orders/accounts
• Basic knowledge of MS Office, Internet, Windows and typing skills
• Meet personal/team qualitative and quantitative targets
• Work cases created by our call center and front line operations teams to resolve issues with BOL orders.
• Process refunds for BOL orders.
• Manage customer outreach for issues affecting multiple customers; i.e. inventory outages.
• Process undeliverable BOL orders. Work with internal contacts for card vendors to rectify packaging/mailing issues.

Mar, 2021 - Oct, 2021 Customer Care Specialist @ Synovus

• Facilitated telephone banking services in a call center environment, consistently adhering to established guidelines and standards.
• Handled routine and general customer inquiries related to the bank’s products and services, demonstrating expertise in resolving issues and providing exemplary customer service.
• Documented, tracked, and monitored each call using specialized software, resulting in a 20% reduction in pending requests and unresolved issues.
• Utilized needs-based sales techniques to identify customer needs and promote relevant banking services, contributing to a 15% increase in product adoption.
• Assisted in orienting and training new team members, ensuring they quickly became proficient in delivering top-tier customer service.

Apr, 2020 - Mar, 2021 Customer Care Coordinator @ Synovus

• Facilitated telephone banking services in a call center environment, consistently adhering to established guidelines and standards.
• Handled routine and general customer inquiries related to the bank’s products and services, demonstrating expertise in resolving issues and providing exemplary customer service.
• Documented, tracked, and monitored each call using specialized software, resulting in a 20% reduction in pending requests and unresolved issues.
• Utilized needs-based sales techniques to identify customer needs and promote relevant banking services, contributing to a 15% increase in product adoption.
• Assisted in orienting and training new team members, ensuring they quickly became proficient in delivering top-tier customer service.

Jul, 2018 - Apr, 2020 Tier 1 Technical Support @ Teleperformance

• Answered phone calls and provided timely resolutions to various issues, prioritizing customer satisfaction and maintaining a high customer service rating.
• Opened, documented, and closed tickets in helpdesk software, ensuring systematic tracking and resolution of customer inquiries.
• Emphasized identifying root causes of recurring issues rather than opting for quick fixes, leading to a 15% reduction in recurring technical problems.
• Provided user education to increase customer understanding of our product, resulting in a 10% decrease in call volume and improved customer self-help capabilities.
• Collaborated with Tier 2 and Tier 3 support teams to escalate and resolve complex technical issues, ensuring comprehensive customer support.
• Strictly adhered to established protocols and procedures for troubleshooting technical issues, ensuring consistent and efficient support for customers.
• Assisted in the training and onboarding of new Tier 1 Technical Support team members, ensuring a smooth transition and consistent delivery of high-quality customer support.