FERN COUCH
Mount Carmel
Summary
Resourceful Customer Service Representative known for maintaining high productivity and efficiently completing tasks. Skilled in conflict resolution, time management, and communication, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, leveraging these soft skills to navigate customer interactions successfully and foster positive outcomes.
Overview
14
14
years of professional experience
Work History
CSR
TTEC
Lexington
02.2022 - 12.2024
- Responded to customer inquiries regarding their toll bills through phone and email communication.
- Resolved complaints and provided solutions to enhance customer satisfaction.
- Documented customer interactions in the CRM system for accurate record-keeping.
CSR
Fanuiel
Lexington
10.2020 - 02.2022
- Responded to customer inquiries regarding healthcare applications and bills through phone and email communication.
- Resolved complaints and provided solutions to enhance customer satisfaction.
- Documented customer interactions in the CRM system for accurate record-keeping.
Senior Advisor
Conduent
Lexington
05.2017 - 12.2019
- Handled up to 3 concurrent technical support chats including consults from Tier 1 advisors; helped customers resolve software & hardware issues; served as team lead and had various training responsibilities (mentoring, floorwalking, round tables, etc.); scheduled appointments for in store hardware service
- #1 ranked senior advisor at site for 5 months (Nov '18 - March '19)
Nanny
Philadelphia
10.2014 - 04.2015
Crew Member
Trader Joe's
Media
09.2013 - 01.2014
Technical Support Advisor
Sitel
Glasgow
07.2012 - 07.2013
- Handled third party vendor technical support calls for Geek Squad; team lead and floor support; troubleshooting and appointment scheduling for customers
Technical Support and Billing
Sykes
Bardstown
10.2010 - 04.2011
- Handled billing disputes for AT&T through third party vendor; light technical troubleshooting
Education
Diploma -
Metcalfe County High School
Skills
- 50 words per minute
- 3 years customer service
- Experienced with Mac OS
- Experienced with Windows OS
- Trained to deescalate frustrated customers
- Trained to deescalate angry customers
- Comfortable with multi-tasking
- Comfortable with training
- Willing to take on more responsibility
Timeline
CSR
TTEC
02.2022 - 12.2024
CSR
Fanuiel
10.2020 - 02.2022
Senior Advisor
Conduent
05.2017 - 12.2019
Nanny
10.2014 - 04.2015
Crew Member
Trader Joe's
09.2013 - 01.2014
Technical Support Advisor
Sitel
07.2012 - 07.2013
Technical Support and Billing
Sykes
10.2010 - 04.2011
Diploma -
Metcalfe County High School