JOSEPH ROYAL
WILLIAMSTON
Summary
I am a dedicated Customer Service Representative dedicated to providing quality care for ultimate customer satisfaction. I provide excellent time management skills combined with a superior knowledge of the customer service industry. I am able to effectively self-manage during independent projects, as well as collaborate as part of a productive team.
Overview
8
8
years of professional experience
Work History
Customer Service Specialist
OneSupport
06.2024 - Current
- Responded to customer requests for booking reservations.
- Booked reservations, accepted payments, and processed refund and cancellation requests.
- Resolved various issues and discrepancies pertaining to customer reservations.
- Handled billing information over phone.
- Provided customers with information about availability and pricing.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
Customer Support Representative
PSCU
07.2023 - 03.2024
- Full-service contact center support for transactions, payments and online banking services
- Exceeded performance metrics by consistently providing high-quality support to clients
- Provided empathetic support for banking members experiencing difficulties or dissatisfaction, resulting in improved loyalty
- Processed account transactions accurately, ensuring proper documentation and timely processing
- Assisted members with account management, including updating personal information within bank accounts and setting up automated payments
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions as it pertains to their bank accounts
Customer Service Specialist
Direct Interactions
03.2021 - 07.2023
- Accurately verified information and updated information databases as necessary
- Payed attention to detail and multi-tasked while navigating through multiple programs and information
- Provided empathy throughout calls to claimants that may be frustrated or anxious
- Exercised problem solving skills
- Able to remain calm under pressure in a fast-paced contact center environment
- Managed high call volume while maintaining a courteous and professional demeanor.
Technical Support Representative
KellyConnect
08.2020 - 02.2021
- Answered a high volume of incoming calls
- Troubleshooted technical issues related to mobile devices and computers providing remote assistance when necessary
- Maintained updated knowledge of company products
- Completed daily tasks required within position
- Researched and identified solutions to technical problems.
- Built rapport with every customer to ensure excellent customer service
Customer Service Representative
Alorica
10.2016 - 11.2019
- Provided technical support for mobile devices to resolve customer issues
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions
- Managed high levels of call flow and responded to technical support needs.
- Met customer call guidelines for service levels, handle time and productivity
Education
High School Diploma -
Palmetto High School
05.2016
Skills
- Adaptability
- Computer Skills
- Ability to Multitask
- Fast Learner
- Creative Problem Solving
- Good Communication
- Financial Transactions
- Banking knowledge
Personal Information
Date of Birth: 03/30/1998
Timeline
Customer Service Specialist
OneSupport
06.2024 - Current
Customer Support Representative
PSCU
07.2023 - 03.2024
Customer Service Specialist
Direct Interactions
03.2021 - 07.2023
Technical Support Representative
KellyConnect
08.2020 - 02.2021
Customer Service Representative
Alorica
10.2016 - 11.2019
High School Diploma -
Palmetto High School
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