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Customer Support Specialist with 8+ years in Telecom & Financial Services
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Competencies
Delivered high-quality customer service via phone, email, and chat, ensuring customer satisfaction.
Provided technical support for communication services, resolving issues efficiently.
Managed and retained a large portfolio of sales and service accounts, achieving targets.
Trained new team members and improved process efficiencies.
Education
Languages
Summary
Dedicated Customer Support Specialist with over 8 years of experience in telecom and financial services, specializing in account management, technical support, and delivering high customer satisfaction.
Key Achievements
- Managed customer accounts for major clients, providing tailored solutions to meet client needs.
- Achieved over 95% customer satisfaction rate across multiple support channels.
- Improved onboarding efficiency by 20% through training new team members.
Experience
Customer Support Specialist
Managed customer accounts for Capital One, Wide Open West, and RingCentral, providing tailored solutions to meet client needs., Delivered high-quality customer service via phone, email, and chat, achieving a 95%+ customer satisfaction rate., Trained new team members on company systems and customer service best practices, improving onboarding efficiency by 20%.
Provided support for credit card accounts, including checking balances, due fees, and reward payments., Reviewed and explained contracts, terms, and conditions, ensuring compliance and customer understanding., Resolved billing and payment discrepancies, reducing escalations by 15%., Assisted customers in maximizing credit card rewards, leading to a 25% increase in rewards program engagement.
Managed 50+ sales accounts, achieving 110% of quarterly sales targets., Scheduled appointments to resolve customer issues and provided technical troubleshooting for service settings., Retained 90% of at-risk accounts through proactive problem-solving and customized solutions., Facilitated account upgrades and downgrades, ensuring customer satisfaction and retention.
Provided technical support for video, messaging, and phone services, resolving 95% of cases within SLA., Onboarded 30+ business accounts, achieving a 98% satisfaction rate during the transition., Conducted customer education sessions, increasing feature adoption by 25%., Investigated and resolved service failures, reducing downtime by 10%.