Customer Support/Cold Calling/Telemarketing

Customer Service Representative at Concentrix (1 year and 2 months) In my role at Concentrix, I was part of the eBay Escalation Department, where I specialized in managing escalated customer inquiries and providing exceptional support. My responsibilities included: Escalated Customer Support: Handling complex customer issues that required advanced problem-solving skills. I listened carefully to customer concerns, addressed their frustrations, and provided effective solutions to enhance their experience. Effective Communication: Engaging with customers through various channels, including phone and chat, to ensure they felt heard and understood. I utilized my strong verbal and written communication skills to clarify information and guide customers through the resolution process. Conflict Resolution: Utilizing my empathy and negotiation skills to de-escalate tense situations and turn negative experiences into positive outcomes, reinforcing customer loyalty and satisfaction. Team Collaboration: Collaborating with team members and other departments to ensure seamless service delivery and sharing feedback to improve processes and customer interactions. Performance Metrics: Consistently meeting or exceeding key performance indicators, demonstrating my commitment to providing high-quality service and achieving team goals.

Technical Support Specialist at VXI (6 months) In my role at VXI, I provided technical support for a variety of products and services, helping customers resolve issues and enhance their overall experience. My responsibilities included: Customer Interaction: Engaging with customers via phone, email, and chat to troubleshoot technical problems, guiding them through step-by-step solutions, and ensuring their concerns were addressed promptly and effectively. Problem-Solving: Analyzing and diagnosing technical issues, utilizing a comprehensive understanding of the products and services to offer tailored solutions that met the customers' needs. Documentation: Keeping detailed records of customer interactions and resolutions in the system to ensure continuity of service and aid in future troubleshooting efforts. Collaboration: Working closely with team members and other departments to escalate complex issues and share insights to improve overall service delivery. Customer Satisfaction: Focusing on providing a positive customer experience, I strived to maintain high satisfaction levels and foster long-term relationships with clients. This experience honed my technical knowledge and strengthened my communication skills, making me adept at conveying complex information clearly and empathetically.