United States
Customer support professional with over 19 years of extensive experience in enhancing customer satisfaction and retention through effective problem-solving and streamline support processes. Demonstrates strong skills in conflict resolution, account management, and mentoring, with a proven track record in improving team performance and first contact resolution rates. Proficient in utilizing Excel, nova, Microsoft software, and Adobe to deliver exceptional service and drive continuous improvement and customer support operations.
• Proficient in real-time data tracking using Excel, ensuring accurate and up-to-date information accessibility for team members. • Demonstrates exceptional customer service skills by guiding customers through the service process, ensuring clarity and a positive experience that fosters long-term relationships. • Builds and maintains strong customer connections while effectively handling escalated concerns to ensure resolution and satisfaction. • Meets and exceeds company performance goals and metrics through proactive problem-solving and service excellence. • Collaborating with vendor and florist relations teams to address follow-up concerns.
-Provided comprehensive solutions to customer queries -Streamlined ADT Home support processes, enhancing customer experience while assisting with billing issues, resolving past due balances and assisting with updating payment information. -Improved retention rates through prompt and effective problem-solving
-Provided remote customer service support through the Arise Solutions Platform, which connects contractors with a wide range of companies across various industries. -As an independent contractor, I managed my own schedule while meeting weekly service hour requirements, allowing me to support multiple clients simultaneously. -Some companies required service for only a limited duration; regardless of the timeframe, I remained consistent and committed to delivering the highest level of service.
-Navigated evolving company policies and procedures during the COVID-19 pandemic, helping implement new guidelines that balanced the needs of both hosts and guests amid rapidly changing circumstances - Provided data-driven recommendations, improving first-contact resolution rates -Developed innovative troubleshooting methods to enhance operational efficiency -- Expedited high-priority cases by fostering cross-functional teamwork
-Ensured that customer arrived safely and timely to their destination while creating customer satisfaction. -Created Excel spreadsheet and maintained files to track mileage, maintenance, and miscellaneous expenses. -Maintained 4.9 star rating over the course of 3 years and providing over 5,000 trips.
Collections Supervisor - Resolved any negative feedback and or escalated calls that had the potential to escalate to Consumer Affairs and/or BBB. - Collected on delinquent accounts - Explored why customers were delinquent to see if a resolution could be found to assist customer from having such issues in the future. Customer Service/Sales Rep -Explores customers wants and concerns -Provided customers with a proper resolution by sharing information about equipment they may not have been aware of or did not have a clear understanding of how it worked.
Photography has always been a passion of mines. I have set out and made it a goal of mines to capture beautiful moments and make the process as stress free and enjoyable as possible formy clients. I see the beauty in everyday things that most people think nothing of and just pass by on a day to day basis. My goal is to bring that beauty out. I do not believe in photoshopping an image to make you look like that model off that magazine. You are you and to me that is beautiful and I want the world to see that and I will show that through my photography. http://uponaflash.com/