Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

KaMiyah Ford

Saint Cloud

Summary

Dynamic Technical Support Representative with a strong ability to identify and address the unique needs of business and home users. Expertise in troubleshooting and providing desktop support for Windows and Mac systems, consistently achieving high first-call resolution rates. Dedicated customer service professional equipped with a deep understanding of service delivery and exceptional multitasking capabilities. Committed to fostering professional relationships that enhance profitability and drive impactful business outcomes.

Overview

8
8
years of professional experience

Work History

Technical Support / Billing Specialist

Concentrix
02.2023 - Current
  • Managed high levels of call flow and responded to technical support needs.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Generated reports to track performance and analyze trends.
  • Responded to customer inquiries and provided technical assistance over phone calls.
  • Installed, configured and maintained computer systems and network connections.
  • Created user accounts and assigned permissions.
  • Researched and resolved billing discrepancies to enable accurate billing.
  • Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
  • Worked with multiple departments to check proper billing information.
  • Responded to customer concerns and questions on daily basis.

Customer Service Representative

Carvana
03.2022 - 01.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Customer Experience Manager

Cava
02.2021 - 03.2022
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Developed new employees and on-going performance assessment of current employees.

Customer Service Representative

Slimgenics
04.2019 - 02.2021
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.

Customer Service Representative

DialAmerica
11.2017 - 04.2019
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Collected customer information and analyzed customer needs to recommend potential products or services.

Education

High School Diploma - General Studies

Franklin County High School
05.2016

Skills

  • Resolving Problems
  • Account managing
  • Call Center Software
  • Call center metrics
  • Verbal Communication
  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience
  • Scheduling
  • Live chat support
  • Multi-line phone talent
  • Sales and Referrals
  • Billing systems and software
  • Invoice generation

Languages

English
Native or Bilingual

Timeline

Technical Support / Billing Specialist

Concentrix
02.2023 - Current

Customer Service Representative

Carvana
03.2022 - 01.2023

Customer Experience Manager

Cava
02.2021 - 03.2022

Customer Service Representative

Slimgenics
04.2019 - 02.2021

Customer Service Representative

DialAmerica
11.2017 - 04.2019

High School Diploma - General Studies

Franklin County High School

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KaMiyah Ford