This is my profileContact via CazVidStephanie
Customer Support & Quality Assurance with 5+ years in service industry
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Competencies
Delivered high-quality support, resolving inquiries and maintaining positive customer experiences across multiple roles.
Monitored customer interactions, provided feedback, and trained team members to enhance service quality.
Troubleshot hardware and software issues, documented solutions, and collaborated across teams.
Supervised customer service teams, managed daily operations, and implemented strategies to improve performance.
Managed client relationships, negotiated contracts, and contributed to marketing efforts to increase sales.
Education
Languages
Summary
Experienced in customer service, quality assurance, technical support, and team leadership with a track record of improving service processes and client satisfaction.
Key Achievements
- Progressed from Customer Service Representative to Floor Supervisor, demonstrating skill development and leadership.
- Elevated from Customer Service to QA Analyst, providing feedback and training to improve team performance.
- Managed client relationships and coordinated internal teams as a Sales Agent to increase bookings and customer satisfaction.
Experience
Customer Service Representative
Delivered high-quality service, resolving customer inquiries and concerns efficiently while maintaining a positive customer experience., Developed expertise in company products, services, and procedures to support customer needs effectively.
QA Analyst
Elevated to the QA role, responsible for monitoring and evaluating customer service interactions., Provided feedback to agents on performance, ensuring compliance with company policies, and identified opportunities for process improvement., Assisted in training and coaching agents to improve service delivery.
Floor Supervisor
Promoted to a leadership position, overseeing a team of customer service representatives., Managed daily operations, ensuring team performance aligned with company goals., Provided coaching, training, and support, and implemented strategies to enhance customer satisfaction and operational efficiency.
Technical Support Specialist
Provided technical support, troubleshooting hardware and software issues., Documented customer issues and solutions, ensuring accurate records., Collaborated with teams to escalate complex issues and improve support processes.
Customer Support Specialist
Enter details of each customer issue into a ticketing system, including key information such as customer details, issue description, and priority level., Review the details of each ticket, conduct any necessary research, and diagnose the issue., Managed and responded to customer emails and text messages regarding issues with the online platform, providing timely and effective solutions., Troubleshot and resolved technical problems, guiding users through platform features and assisting with account-related issues., Ensured clear and professional communication to maintain high levels of customer satisfaction., Documented inquiries and resolutions to identify trends and improve future support processes.
Sales Agent
Manage client relationships, promoting hotel services and packages to increase bookings and revenue., Negotiate contracts, prepare quotes, and process reservations for individual and corporate clients., Co-ordinate with other departments to ensure client needs and expectations were met., Identify new sales opportunities and contribute to marketing efforts to attract new business., Provide exceptional customer service, handling inquiries and resolving any issues to ensure guest satisfaction.