2. Experience 010/2011- Present Crutchfield Norton, VA
CustomerSupport Supervisor
• Provide over the phone expertise on various Customer Support
related inquires, such as product information, tracking packages,
setting 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
Customer was given accurate information every time.
• Helped train and monitor new hires during their training by
listening 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, VA
CustomerSupport 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
department.
• Assisted in training of new hires through floor walking and
providing 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
member was taken care of.
