Customer Experience Service

TERESA OGEAY

Colorado Springs, Colorado ***** 719-***-**** ad77se@r.postjobfree.com

Detail-oriented team player looking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Advanced Wireless Rep, 06/2022 - 06/2023

Dish – Colorado Springs, CO

Answered customer questions about products and services. Worked to meet or exceed Customer Experience.

Delivered energetic responses to customers via chat and by telephone. Promoted product and services of business.

Assisted in research of technical issues for back-office teams. Learned new products and services on continuing basis. Followed recommendations of Coach on weekly basis during one-on-one meetings. Followed business practices and adhered to compliance policies. Listened to customer needs and desires to identify and recommend optimal products. Developed strong rapport with customers and created positive impression of business. Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages. Managed 30-50 customers calls and chats per day.

Customer Experience Associate, 01/2017 - 05/2020

Conduent Commercial Services – Colorado Springs, Co Inbound Customer Technical Support

Collecting Data for Engineering team.

Drafted written correspondence and sent information to customers regarding interaction and next steps. Asked customers questions to determine, verify and solve common problems. Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.

Maintained key performance indicators and acceptable performance levels to support assigned customer base.

PROFESSIONAL SUMMARY

WORK HISTORY

Investigated customer complaints and escalated issues to address critical requests. Enhanced industry and technical knowledge through active participation in learning and growth opportunities.

Documented customer interactions in internal database to maintain customer service history details. Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.

Maintained extensive knowledge of company products to recommend items aligned with customer needs. Adhered to established customer satisfaction strategies to support swift issue resolution. Managed over 30 customer calls daily.

Billing Specialist, 09/2016 - 10/2017

Sutherland Global Services – Pittsford, NY

Customer Billing Support with daily high volume call flows Programming, Network and Phone Service inquiries and issues Adobe & Skype Chat rooms, Utilized for training and communication. Self-motivated due to high volume call flow and tasks. Identified, researched, and resolved billing variances to maintain system accuracy and currency. Assisted with billing inquiries and provided timely responses to enhance customer satisfaction. Processed and verified invoices to secure accuracy of billing information. Identified payment trends and adjusted billing processes accordingly to retain customers. Researched and resolved billing discrepancies to enable accurate billing. Provided excellent customer service, developing and maintaining client relationships. Assisted 30 or more customers daily.

Customer Service And Sales Rep II, 01/2015 - 09/2016 Convergys – Cincinnati, OH

100% Commitment to protection and security of customer information. Technical support, billing questions, concerns, and credits if applicable. Promoted new products and services to existing customers, driving revenue growth and satisfaction. Kept detailed records of daily activities through online customer database. Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.

Selected correct products based on customer needs, product specifications and applicable regulations. Programming, Network, and Sales.

Providing information on products and services.

Delivered superior customer service to retain existing customers and attract future customers. High School Diploma: 1986

JF Kennedy High School - Bloomington

Occupations Academic Achievement

Awarded

Self-sufficient and team oriented

Strong attention to detail

Computer Knowledge with multi-program usage

Excellent time management

Problem solving

Customer relations skills

Engaging with diverse customers

Strong communication and interpersonal skills

Excellent written and verbal communication

Computer proficiency and Microsoft Office

https://www.linkedin.com/in/teresa-ogeay-32a19ab9/ EDUCATION

SKILLS

WEBSITES, PORTFOLIOS, PROFILES

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