Natalie Florence Julian
Customer Support Specialist
Sta Rosa
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Teletech - DoorDash Account
Sta Rosa
05.2019 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Processed customer adjustments to maintain financial accounts.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Recommended products to customers, thoroughly explaining details.
- Met customer call guidelines for service levels, handle time and productivity.
Chat & Email Support Representative
Teletech - DoorDash Account
Sta Rosa
09.2018 - 04.2019
- Handled inbound customer chat conversations from various websites.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Remedied issues quickly and within parameters of company-mandated policies and procedures.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Effective liaison between customers and internal departments.
Customer Service Representative
Teletech - Amazon Account
Sta Rosa
05.2018 - 09.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Processed customer adjustments to maintain financial accounts.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Educated customers about billing, payment processing and support policies and procedures.
Email Support Representative
Teletech - Amazon Account
Sta Rosa
11.2016 - 05.2018
- Kept accurate records of customer support interactions using defined methods and tools.
- Identified and implemented correct solutions to client issues first-time around within established time limits.
- Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
- Researched customer inquiries using modern technology and proactively improved internal processes.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Built trusting relationships with clients through open and honest communication.
- Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
Education
No Degree - Hotel And Restaurant Management
Northwestern Visayan Colleges
Kalibo, Aklan 04.2001 -
Skills
Order fulfillment
undefinedTimeline
Customer Service Representative
Teletech - DoorDash Account
05.2019 - Current
Chat & Email Support Representative
Teletech - DoorDash Account
09.2018 - 04.2019
Customer Service Representative
Teletech - Amazon Account
05.2018 - 09.2018
Email Support Representative
Teletech - Amazon Account
11.2016 - 05.2018
No Degree - Hotel And Restaurant Management
Northwestern Visayan Colleges
04.2001 -
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