julias resume3
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Transcript of julias resume3
Experience 010/2011- Present Crutchfield Norton, VACustomer Support Supervisor
• Provide over the phone expertise on various Customer Support re-lated inquires, such as product information, tracking packages, set-ting up returns, and other issues.
• Provide feedback to help maintain Customer experience. • Work live customer chat via the Crutchfield website, managed up
to 2 chat sessions at any given time.• Respond to customer inquires via email.• Work closely with Sales and Tech departments to make sure Cus-
tomer was given accurate information every time. • Helped train and monitor new hires during their training by listen-
ing to their first calls and offering expertise or guidance. • Assisted frontline reps with questions and feedback• Responded to escalated calls with customers• Managed multiple interdepartmental project, as well as being the
leader on numerous.
12/2009-10/2011 Sykes Enterprises, Inc. Wise, VACustomer Support Representative- Credit Card Services & Fraud
• Provided over the phone expertise to members of USAA online bank.
• Was a member of both the Fraud, and Credit Card Services de-partment.
• Assisted in training of new hires through floor walking and pro-viding guidance on their first calls.
• Reported fraud, and illegitimate charges on members credit and debit cards.
• Answered all banking questions pertaining to credit cards such as payments, usage, charges, etc.
• Work closely with other banking departments to ensure the mem-ber was taken care of.