Customer Experience Specialist Resume

TECHNICAL SKILLS:

WORK EXPERIENCE:

Confidential

Customer Experience Specialist

Responsibilities:

Respond to customers using online chat, taking 1 - 3 chats simultaneously, averaging 80 chats a day
Proficient with Boldchat, Oneview, Opera PMS, ICOMS
Assist customers with placing orders, processing RMAs, and scheduling service requests

Confidential

Technical Support Representative

Responsibilities:

Provide troubleshooting assistance for customers having issues with service via Inbound and Outbound calls.
Assist customers with billing issues, like purchasing new service packages, restructuring current packages, and making payments.
Schedule installation of services, replacement of Customer Premise Equipment, and Disconnect orders.

Confidential

Customer Support Chat Agent

Responsibilities:

Using online chat, handle 1-3 chats simultaneously, averaging 120 chats a day
Assist customers with downloading and installing all Microsoft software
Provide purchase support, and minor technical assistance for customers trying to use the Microsoft Online Store
Use refined Upsell/Cross sell abilities to cater to the specific needs of each individual customer

Confidential

Executive Administrator

Responsibilities:

Oversee the entire recruiting process for applicants
Place calls to confirm appointment times for interviewees
Be the ‘First Face of the Company’, facilitating the initial greeting and final discharge of all applicants on the day of their interview
Administrate the filing of all paperwork, basic office cleanliness, and track office supply inventory
Educate newly hired individuals of official company policy and procedures.
Determine destination, modes of transportation, travel dates, costs, and accommodations required

Confidential

Resolution Specialist

Responsibilities:

Receive inbound calls from Tier 1 agents seeking technical and procedural advice
Contacting OEMs to gather more information about specific products and features
Coordinate deliveries with Freight Shipping companies.
Administer escalatory services if customer asks for a supervisor, or if the Tier 1 agent is unable to meet the needs of the customer
Assisted with the development and implementation of new training material, helping to transition it to the production floor