Customer Support/Admin

Paraphrasing: Restate what the customer has said in your own words to show understanding. For example, "So, what I’m hearing is that you’re experiencing issues with your order delivery." Asking Clarifying Questions: If something isn’t clear, ask questions to gain more information. For instance, "Can you explain a bit more about the problem you're facing?" Summarizing: At the end of the conversation, briefly summarize the key points discussed to ensure alignment. "To summarize, we’ve agreed on the refund process and the estimated timeline." Using Empathetic Statements: Show understanding of the customer’s feelings. For example, "I can see how frustrating this must be for you." Non-verbal Cues: Use nods or affirmative gestures when speaking in person or on video calls to show engagement. Silence: Allow pauses in the conversation for the customer to express their thoughts fully, rather than rushing to fill the silence. Reflecting Feelings: Acknowledge the emotions behind the customer’s words. "It sounds like you’re really upset about the delay." Avoiding Interruptions: Let the customer finish speaking before responding, demonstrating respect for their input. Providing Feedback: Offer constructive feedback based on what the customer has shared, like, "That’s a great point; I’ll make sure to pass this along to our team." Validating Concerns: Recognize and validate the customer’s concerns as legitimate. "Your concerns are completely valid, and we want to make this right for you."

Identifying the Issue: Carefully listen to the customer’s explanation of their problem and ask probing questions to clearly understand the underlying issue. Prioritizing Problems: Evaluate the urgency of the customer's issues and prioritize responses accordingly, addressing critical problems first. Researching Solutions: Use internal knowledge bases, FAQs, or manuals to find accurate information or solutions related to the customer’s problem. Offering Alternatives: If a direct solution isn’t possible, provide the customer with alternative options. For example, "If a refund isn’t feasible, we can offer you store credit." Escalating When Necessary: Recognize when a problem requires escalation to a higher authority or specialist, and explain this process to the customer to manage expectations. Providing Step-by-Step Instructions: Clearly guide the customer through troubleshooting steps, ensuring they understand each part of the process. Following Up: After resolving an issue, follow up with the customer to confirm that the solution worked and to address any further questions they might have. Documenting Issues: Keep accurate records of customer issues and solutions to help identify trends and improve future service. Collaborating with Team Members: Work with colleagues to brainstorm solutions for complex problems, leveraging team knowledge and experience. Learning from Feedback: Actively seek customer feedback after resolving issues and use it to improve processes or service offerings in the future.

Prioritizing Tasks: Use a priority matrix to categorize customer inquiries based on urgency and importance, addressing high-priority issues first. Setting Time Limits: Allocate specific time slots for handling different types of inquiries, such as resolving technical issues versus billing questions, to maintain focus. Utilizing Tools: Use customer support software to track inquiries and automate routine tasks, which helps streamline workflows and save time. Batching Similar Tasks: Group similar customer inquiries together to handle them in one go, minimizing context switching and maximizing efficiency. Creating a Schedule: Develop a daily or weekly schedule that outlines key tasks, ensuring that there is time set aside for both responding to customers and administrative duties. Using Templates: Create and use response templates for common questions or issues, allowing for quicker replies without sacrificing quality. Establishing Clear Boundaries: Communicate expected response times to customers so they understand when they can expect to hear back, helping to manage their expectations and your workload. Regular Breaks: Incorporate short breaks to recharge during busy periods, which can enhance focus and productivity when returning to customer inquiries. Reviewing Performance Metrics: Regularly assess key performance indicators (KPIs) like response times and resolution times to identify areas for improvement and adjust strategies accordingly. Continuous Improvement: After busy periods, analyze what worked and what didn’t in managing time and make adjustments to improve efficiency in the future.

n my role as a Customer Support Representative at More Payments. I provided exceptional service to customers by addressing inquiries and resolving issues via phone, email, and live chat. I developed a deep understanding of our products and services, which enabled me to assist customers efficiently and effectively. I maintained a positive attitude while managing a high volume of support requests, achieving a customer satisfaction rating of 95%. I collaborated with the technical team to troubleshoot complex problems and contributed to creating a knowledge base that improved response times by 20%. Additionally, I received recognition for my ability to turn challenging situations into positive experiences, ultimately fostering customer loyalty and retention.

As a Technical Support Specialist at Comcast and Barns and Noble Tech, I provided troubleshooting assistance for software and hardware issues to both clients and internal teams. I handled support tickets via phone and email, guiding users through problem-solving steps while ensuring timely resolution. My role involved documenting issues and solutions, which contributed to a knowledge base that improved team efficiency. I also collaborated with engineers to escalate and resolve more complex technical challenges, helping to maintain a customer satisfaction rating of 90%.

I honed my communication skills by interacting with a diverse range of customers daily. I effectively conveyed complex technical, financial information in simple terms, ensuring customers understood their issues and solutions. I actively listened to customer concerns, demonstrating empathy and patience, which helped build rapport

As a Data Analyst at Sykes and More payments Company, I gathered and analyzed large datasets to support business decision-making. I used tools like Excel, SQL, and Tableau to visualize data trends and insights. My responsibilities included cleaning and organizing data, creating reports for stakeholders, and presenting findings to help optimize marketing strategies and improve operational efficiency. Through collaboration with cross-functional teams, I identified key performance indicators (KPIs) and developed dashboards to track progress, contributing to a 15% increase in project performance over six months.

I developed expertise in various Dynamics modules, including CRM and ERP functionalities. I provided technical support to users, troubleshooting issues related to data entry, report generation, and system integrations. My deep understanding of the platform allowed me to guide customers through workflows, ensuring they maximized their use of the software. I also created and maintained user documentation and training materials to help new users acclimate to the system. Collaborating with the IT team, I assisted in the implementation of updates and enhancements, ensuring a smooth transition for users. By leveraging my knowledge of Microsoft Dynamics, I was able to improve response times for support tickets and contribute to a more efficient support process.

Proficient in CRM Software: Expertise in using customer relationship management tools like Salesforce or Microsoft Dynamics to track and manage customer interactions effectively. Troubleshooting Technical Issues: Ability to diagnose and resolve software and hardware issues, guiding customers through step-by-step solutions. Knowledge of Help Desk Software: Familiarity with ticketing systems such as Zendesk or Freshdesk to manage and prioritize support requests efficiently. Data Analysis Skills: Competence in using Excel or similar tools to analyze customer feedback and support metrics, identifying trends and areas for improvement. Remote Support Tools: Experience using remote desktop software (e.g., TeamViewer, AnyDesk) to assist customers directly with their technical problems. Social Media Proficiency: Ability to engage with customers on social media platforms, addressing inquiries and resolving issues promptly. Understanding of APIs: Basic knowledge of application programming interfaces (APIs) to assist customers with integration issues or system customization. Adaptation to New Technologies: Quick learner of new software and tools, enabling smooth transitions during updates or new product launches. Online Knowledge Base Management: Skills in creating and updating online help resources and FAQs to enhance self-service options for customers. Cybersecurity Awareness: Understanding of basic security protocols and practices to educate customers on keeping their accounts and data safe.