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Geraldine Brosnan
Castleisland
Summary
Results-driven customer support specialist with strong conflict resolution and analytical problem-solving skills. Proven ability to enhance customer satisfaction through effective communication and technical troubleshooting.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Fexco
Remote, Ireland
07.2021 - Current
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Resolved customer issues through effective communication and problem-solving skills.
- Investigated customer complaints about product quality and service, ensuring timely resolution and customer satisfaction.
- Documented customer correspondence in CRM, enabling tracking of requests, problems, and solutions for enhanced service delivery.
- Maintained product knowledge to effectively address customer concerns and queries.
- Escalated complex issues to senior management for further investigation and resolution.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted customers with inquiries using Fexco's support software.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Collaborated with team members to improve response times and service quality.
- Recorded all customer interactions into the database system accurately and completely.
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Consulted with customers regarding needs and addressed concerns.
- Identified and recommended improvements in support processes, contributing to enhanced efficiency and customer experience.
- Provided training for new staff on customer service protocols and systems.
- Assisted in developing training materials related to new products or services being released.
- Resolved issues with first call and escalated more complex issues to obtain necessary customer support.
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Oversaw daily performance of computer systems.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
Education
High School Diploma -
IT Tralee
Castleisland08-1996
Skills
- CRM expertise
- Customer interaction response management
- Excellence in customer service delivery
- Live chat and email communication support
- Issue resolution strategies
- Conflict resolution skills
- Analytical problem solving abilities
- Technical troubleshooting expertise
- Data entry efficiency
- Remote desktop support tools
- Quality assurance methodologies
- Process optimization techniques
- Service quality standards
- Time management proficiency
- Detail-oriented approach to tasks
- Collaborative teamwork abilities
- Conflict de-escalation
- Interpersonal communication effectiveness
- Advanced communication skills
- Customer empathy
- Active listening capabilities
- Professional demeanor in service roles
- Active listening capabilities
Certification
Full D license, professional coach driver
Timeline
Customer Support Specialist
Fexco
07.2021 - Current
High School Diploma -
IT Tralee