Courtney Falcon
Bossier City,LA
Summary
Dynamic Customer Service Associate Sr with a proven track record at American Electric Power, excelling in customer satisfaction and support. Expert in problem resolution and mentoring, I significantly enhanced customer experiences and coached new hires, showcasing exceptional communication skills and a positive, results-driven approach. As professional with high standards and focus on results, adept at managing customer interactions and providing exceptional service. Known for reliability and adaptability in dynamic environments, ensuring seamless team collaboration and positive outcomes. Proficient in conflict resolution and communication, valued for positive attitude and customer-first approach.
Overview
13
13
years of professional experience
Work History
Customer Service Associate Sr
American Electric Power, AEP
03.2017 - Current
- Hired on fulltime in January 2018 and helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Processed orders accurately and efficiently
- Became a senior agent March 2021 and began to take specialty calls
- Became a mentor in 2022 for new hire agents assisting them with taking calls and process and them listening to me take calls
- Assisted Direct Supervisor with coaching new hire agents
Technical Support Representative
Teleperformance USA
11.2011 - 04.2017
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing user experience.
- Documented customer interactions in detail within case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Arts - Interdisciplinary Studies
Louisiana Tech University
Ruston, LA11-2018
Associate of Science - Human Services
Southern University of Shreveport
Shreveport, LA05-2016
Skills
- Customer Service
- Customer Support
- Problem Resolution
- Mentor
- Communication Skills
- Complex Problem-Solving
Timeline
Customer Service Associate Sr
American Electric Power, AEP
03.2017 - Current
Technical Support Representative
Teleperformance USA
11.2011 - 04.2017
Bachelor of Arts - Interdisciplinary Studies
Louisiana Tech University
Associate of Science - Human Services
Southern University of Shreveport
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