ROSHANA BLAKE-SWABY

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Responded to customer requests for products, services, and company information.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Participated in team meetings and training sessions to stay informed about product updates and changes.

• Updated account information to maintain customer records.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Monitored customers insurance policies and ensured they were upto date and informed customer of such.

Worked with American telecommunications company AT&T

• Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
• Assisted customers with product selection and troubleshooting, providing accurate information and guidance to foster satisfaction.