Annela Easy
Summary
Personable Customer Support Agent offering two years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
3
3
years of professional experience
Work History
Customer Support Agent
Conduent
03.2020 - 08.2022
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Provided personalized assistance for customers, resulting in a higher overall satisfaction rate.
- Maintained clear communication with customers during troubleshooting procedures, ensuring understanding and swift resolution of problems.
- Developed comprehensive knowledge of company products and services to better assist customers with their individual needs.
- Assisted customers through multiple channels including phone, email, and live chat for increased accessibility and convenience.
- Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
- Utilized CRM software for tracking customer interactions, allowing for improved follow-up on unresolved cases or escalating as needed for resolution.
- Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.
- Delivered timely updates on ongoing cases or new product releases to keep clients informed on progress towards resolution
Virtual Executive Assistant
Yateman International
10.2019 - 01.2021
- Streamlined executive schedules by efficiently managing appointments and prioritizing tasks.
- Enhanced communication between departments by coordinating meetings and sharing relevant information.
- Managed sensitive information and maintained confidentiality by implementing secure filing systems.
- Facilitated positive relationships between executives, clients, staff, vendors, and partners, fostering a collaborative work environment.
- Answered a high volume of phone calls and email inquiries.
- Used advanced software to prepare documents, reports, and presentations.
- Optimized time management for executives by handling travel arrangements and itineraries.
Education
High School Diploma -
Bishop Gibson High
Manchester, Jamaica06.2019
Skills
- Problem-solving
- Emotional intelligence
- Collaborative mindset
- Critical thinking
- Active listening
- Organizational skills
- Attention to detail
- Candidate screening
- Resume evaluation
- Time management
- Administrative
- Applicant tracking systems
Timeline
Customer Support Agent
Conduent
03.2020 - 08.2022
Virtual Executive Assistant
Yateman International
10.2019 - 01.2021
High School Diploma -
Bishop Gibson High
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