Experienced in delivering technical and customer support with a focus on problem resolution, training, and process documentation across telecommunications and banking sectors.
Provided hardware and software troubleshooting, installation, and remote assistance to customers.
Answered inquiries, resolved complaints, and ensured positive customer experiences across multiple communication channels.
Maintained accurate records of transactions, customer interactions, and feedback, supporting quality and compliance.
Effectively communicated complex technical information and de-escalated customer issues to ensure satisfaction.
Boost Mobile
Provided technical assistance to customers through phone, email and chat support., Troubleshot customer inquiries related to software and hardware issues., Resolved escalated customer service issues in a timely manner., Assisted customers with installation of new hardware and software applications., Diagnosed system errors and implemented solutions to resolve them., Maintained detailed records of customer interactions and transactions., Monitored customer feedback to ensure high levels of satisfaction., Created reports on customer complaints and feedback for management review., Utilized remote access tools to connect remotely with customers' systems when necessary., Provided training and guidance to junior staff members as needed., Collaborated with other departments such as sales, marketing, engineering., as required., Analyzed data from customer surveys to identify trends in customer needs and requests., Handled customer service issues by providing guidance or escalating for advanced support., Assisted customers with various types of technical issues via email, live chat and telephone., Served as first point of contact for incoming technical service calls and emails., Walked customers through common phone hardware and software configurations to maximize service functionality., Demonstrated advanced product knowledge to solve customer issues., Supported customers with online billing, access and account issues., Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools., Worked with internal teams to deliver accurate information to customers and service accounts., Maintained positive working relationship with fellow staff and management.
Boost Mobile
Answered customer inquiries over the phone and via email., Provided accurate, valid, and complete information to customers., Resolved customer complaints promptly and professionally., Maintained a detailed record of all customer interactions, transactions, comments, and complaints., Assisted customers in navigating through website features and functions to locate desired information or products., Ensured compliance with company policies regarding privacy laws and data protection regulations., Processed orders accurately and efficiently according to established procedures., Recommended potential products or services to management by collecting customer information and analyzing customer needs., Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively., Adhered strictly to confidentiality guidelines when dealing with sensitive customer information., Escalated unresolved issues requiring further investigation or specialized expertise., Delivered fast, friendly and knowledgeable service for routine questions and service complaints., Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products., De-escalated customer issues with proven conflict mediation and problem-solving abilities., Delivered customer support to high call load each shift., Educated customers where applicable to alleviate need for future contact.
GED
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Assisted in developing transaction procedures and workflow diagrams to enhance operational efficiency.
GMAC Bank
Reviewed and analyzed customer accounts to ensure accuracy of transactions., Researched discrepancies on account activity by contacting customers or other departments., Entered data into the computer system accurately and efficiently., Maintained accurate records of all transactions processed., Assisted with training new staff members on transaction processing procedures., Generated reports to track daily transactions and prepare summaries for management review., Assisted with developing policies and procedures related to transaction processing activities., Developed process maps and workflow diagrams for various types of transactions., Maintained confidentiality of customer information at all times., Prepared documents for auditing purposes as needed., Reconciled discrepancies between bank statements and internal records., Received, processed and organized transactional documents and transmitted to clients., Adhered to regulatory and company security and audit procedures., Mentored and trained newly hired tellers to familiarize each with job responsibilities and organizational procedures.
