WORK EXPERIENCE

TELEPERFORMANCE/APPLE JUNE 2021-PRESENT

WORK FROM HOME POSITION

Customer service tech advisor for Apple. I have already received my first promotion, being escalated
from a entry level IOS tech Advisor to a Mac + Advisor that now handles every Apple IOS or
MacOS device that needs Tech services. I have taken many Continuing-education courses whilst at
Teleperformance: receiving several Certificates of 100% passage rate on the new skills learned and test taken. All from new Technician Techniques to Customer Handling and Computer operating software system platforms.

- EFFICIENT: Efficient: Adapt to handling various calls hourly, within minutes of each other daily. While consistently resolving client issues in a short time span expected. Troubleshooting, multi-tasking, hostile customer resolution, diagnose issue and placate. Escalation when needed and logging TS and Noting Client details and issues simultaneously. My AHT is between 9-17 minutes. My AHT is at an average of 0.8%, (I don’t use hold unless it’s necessary. My Customer Surveys are at a high 97.6% this month, and peer feedback is at 91.2%. My overall STATS monthly are over average. I received a promotion with Teleperformance/Apple after only 4 weeks into Production, with a raise.

- Handle between 20 % 40 calls per day on average with a total of aprox 400-600+ customer interactions per month, gassing incredibly rapid knowledge with each call and each ingestion logging. Giving detailed, personalized, professional, friendly. Understandable, sympathetic & polite service to ensure customer satisfaction and continued being valued customers. With the company I represent Memorized all company products and services, training, troubleshooting techniques, logging software. Hardware, and proper company expectations from me for each interaction. To be able to answer all customers questions quickly, efficiently, and make relevant, professional and upsells and tech support and producing repair options available with appointments made or mail- in services initiated.

- Receive source information and proper and required data such as customer names, Apple IDs, Emails, addresses, phone numbers, credit card information, and enter data into various customer service software depending on the company in activity operating my support at.

- - Help to Train and Mentored new-hire employees in customer service script recitation, conflict resolution, and data entry/proper logging practices

Able to set up laptop, headphones, microphones, Skype, or any other chat client service to converse with customers and supervising, HR, or Team meetings

ASURION CALL CENTER/AT&T & DIRECT TV MERIDIAN, MS

MARCH 2016-AUGUST 2018
with 4+ years in call centers and hospitality services. I used these skills outside this employment

• Efficient: Adapt to handling various calls hourly, within minutes of each other daily. while consistently resolving client issues in a short time span expected. Troubleshooting, multi-tasking, hostile customer resolution, diagnose issue and placate.

Professional Experience CALL CENTER REPRESENTATIVE
• Handle 50+ customer interactions per day, giving detailed, personalized,

friendly & polite service to ensure customer retention
• Memorized all company products and services to be able to answer all

customer questions quickly and efficiently, and make relevant upsells • Receive source data such as customer names, addresses, phone numbers,

credit card information, and enter data into various customer service software

• Conversational in Spanish (able to meet all customer service requirements with Spanish speakers)

• Trained 3 new employees in customer service script recitation, conflict resolution, and data entry practices

• Able to set up laptop, headphones, microphones, Skype, or any other chat client service to converse with customers

SELF, JACOB & KIERONSKI LAW FIRM, PARALEGAL MERIDIAN, MS OCTOBER 2013-2014

Legal litigation. Briefing clients. Enrolling new clients. Tracking hourly billing rates. Drafting legal paperwork. Filling legal paperwork

with the courts. Appearing in court as a legal aid. Mastering several new computer software systems. Keeping constant contact with, new, potential and veteran clients. Etc

Support attorneys and paralegals by performing administrative, clerical and accounting functions. Handle client relations; administer payroll; manage A/P and A/R; maintain firm's calendar; and produce documents involving litigation, contract agreements, by-laws, briefs, memorandums of law and affidavits.

Key player in providing excellent client service and ensuring smooth internal operations. Contributions:

• Introduced color-coded system that made docket calendar more effective and user friendly.

• Resolved 6-month billing backlog, bringing all accounts receivable (A/R) up to date.

• Managed a range of confidential records, processes and documents throughout legal proceedings such as litigation, settlement negotiations, depositions, divorce and criminal matters.

• Coordinated logistics and document preparation for court proceedings and meetings. Effectively managed high-volume workload of word processing assignments and court filings.

• Improved the organization and security of both paper and computerized files. Implemented new systems and safeguards to protect confidential client information and firm records.

• Ensured prompt responses to phone/email inquiries and displayed professionalism in all client interactions.

Andersons Regional Medical Center, Meridian MS Internship for Phlebotomy 2010 • Maintain medical records. *teach medical procedures to healthcare personnel

• Collect biological specimens from patients
• Practices proper patient identification identification
• Collect blood samples from patients. * Bio safety and waste mgt
• Venipuncture * Preparing patients before drawing procedures

• Drawing blood. * Explaining procedures to patients

• Infection control. * Inserting needle for collecting blood

Maintain medical records. Related occupations. Monitor patients to detect health problems. Related occupations. Transport biological or other medical materials. Draw blood for tests, transfusions, donations, or research. May explain the procedure to patients and assist in the recovery of patients with adverse reactions. Responsible for drawing samples of blood and preparing them for testing. Common tasks and duties include: Explaining procedures to patients, Comforting patients that might be nervous about needles, Taking blood pressure, pulse, and respiration readings
Drawing blood, Applying bandages after blood is drawn, Sending blood, urine, or fecal samples to the lab for testing, Sterilizing equipment and cleaning workspaces, Updating patient medical records