Courtney Perdue
Bennettsville
Summary
Customer Support Specialist with extensive experience in providing effective service and support to customers through various communication channels. Demonstrated ability to resolve issues efficiently by utilizing strong problem-solving skills and collaborating with cross-functional teams. Conducted thorough research and data analysis to identify trends and improve customer experience, while maintaining accurate records of customer interactions in CRM systems. Developed training materials for new products, contributing to a collaborative work environment and enhancing team performance.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Connexus Resource Group
Escalation Consultants
Tempe
06.2021 - Current
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Completed routine maintenance and repair.
- Achieved cost-savings by developing functional solutions to problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Conducted testing of software and systems to ensure quality and reliability.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Maintained updated knowledge through continuing education and advanced training.
Customer Support Specialist
Alorica
Greensboro
08.2019 - 06.2021
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Recorded all customer interactions into the database system accurately and completely.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Assisted in developing training materials related to new products or services being released.
- Prepared daily activity reports summarizing activities related to customer support requests.
- Developed innovative strategies to improve customer experience with the product or service offered by the company.
- Created detailed reports on customer feedback for management review.
- Participated in team meetings to discuss strategies for improving customer experience.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Investigated customer complaints regarding product quality or service rendered.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Coordinated with third-party vendors when necessary for resolving escalated customer issues.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
Education
Associate of Science - Computer Science
North Eastern
Cheraw, SC09-2016
Skills
- Customer service
- Technical support
- Data analysis
- Software testing
- Project management
- Conflict resolution
- Effective communication
- Problem solving
- Research skills
- Training development
- CRM management
- Critical thinking
- Attention to detail
- Friendly, positive attitude
- Dependable and responsible
- Flexible and adaptable
- Time management
- Organization and time management
- Leadership
- Active listening
Timeline
Connexus Resource Group
Escalation Consultants
06.2021 - Current
Customer Support Specialist
Alorica
08.2019 - 06.2021
Associate of Science - Computer Science
North Eastern