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Customer Service Specialist with 5+ years in Telecom & E-commerce
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Competencies
Provided comprehensive support, resolving customer inquiries across telecom, energy, and cruise industries.
Developed effective call scripts and team strategies, enhancing customer experience and team performance.
Troubleshot home appliances and tech devices, booking repairs and guiding customers through troubleshooting steps.
Suggested and implemented process enhancements like call scripts to improve efficiency and customer satisfaction.
MAnaged appointments, team scheduling, and performed mAnagerial tasks at Hello Sugar to ensure smooth operations.
Education
Summary
Dedicated customer care specialist experienced in resolving complex inquiries, optimizing processes, and boosting customer retention across telecom, energy, and cruise industries. Skilled in communication, troubleshooting, and team mAnagement.
Key Achievements
- Researched complex cases independently to enhance customer service quality at Alorica.
- Led to a 5% decrease in customer cancellations by suggesting new retention tactics.
- Achieved 97% customer satisfaction rate, surpassing team goals through efficient communication and problem-solving.
Experience
Customer Care (Metro by T-Mobile)
Researched complicated cases without prompting to provide more comprehensive service to customers, Suggested a new tactic to persuade canceling customers to stay with the company, resulting in a 5% decrease in cancellations
Customer Care, Resolution Team (Direct Energy)
Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by mAnagement, Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%
Customer Care, Loyalty 'CAS' Team
Resolve 300+ weekly customer inquiries via phone and consistently exceeding targets, Dedicatedly pitch new ideas to solve business challenges.
BestBuy Prediagnostic
Booked repair appointments, Tech and full general troubleshooting on all home appliances and technology
Off Site MAnager
Booked appointments, Help estheticians, Assist with Zendesk customer service, Receptionist tasks, Schedule MAnagement, MAnagement tasks, Hiring mAnager