Sydney Bloor
Peoria
Summary
Resourceful Customer Solutions Expert known for high productivity and efficient task completion. Specialized in conflict resolution, customer relationship management, and data analysis to improve service delivery. Excel in communication, empathy, and problem-solving to enhance customer satisfaction and loyalty.
Overview
3
3
years of professional experience
2014
2014
years of post-secondary education
1
1
Certification
Work History
Customer Solutions Expert
PayPal
Chandler
02.2020 - 08.2022
- Assisted customers with account inquiries and transaction issues.
- Resolved payment disputes through effective communication and problem-solving skills.
- Educated clients on product features and best practices for online payments.
- Managed escalated cases by coordinating with relevant departments for resolution.
- Implemented policies to ensure compliance with company standards and regulations.
- Monitored incoming emails, phone calls, and chats to respond promptly to customer inquiries.
- Developed positive relationships with customers through active listening techniques.
- Contributed ideas during brainstorming sessions regarding potential solutions for complex problems.
- Developed creative solutions to meet customer needs.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Senior Support Specialist
Target.com With Adecco
Tempe
05.2019 - 03.2020
- Provided expert support for customer inquiries via multiple communication channels.
- Assisted in troubleshooting technical issues with online shopping platforms.
- Addressed challenging behaviors by utilizing effective de-escalation techniques.
- Identified needs of customers promptly and efficiently.
- Handled escalated customer complaints with professionalism and empathy.
- Conducted follow-up communications with customers to ensure satisfaction.
- Monitored the progress of each issue and ensured timely resolution within established SLAs.
- Gathered information from customers, vendors, and other departments to resolve customer disputes.
- Maintained accurate records of all escalated cases in the CRM system for future reference and reporting purposes.
- Coordinated with internal teams such as sales, marketing, finance, legal, operations to investigate any potential fraud or abuse cases.
- Developed strategies to respond quickly and accurately to customer inquiries while maintaining a high level of customer satisfaction.
- Provided feedback on current procedures based on experience gained while handling escalated cases.
- Documented complaint resolutions in the case management system accurately.
Education
Stoney Creek
Rochester Hills, MISome College (No Degree) -
Chandler Gilbert Community College
Chandler, AZSkills
- Account management
- Payment resolution
- Product education
- Compliance monitoring
- CRM utilization
- Customer relationship management
- Technical troubleshooting
- Quality assurance
- Issue escalation
- Problem solving
- Active listening
- Effective communication
- CRM software
- Collections management
- Call center experience
- Complaint investigation
- Database maintenance
- Goal setting and achievement
- Analytical thinking
- Senior leadership support
Accomplishments
- Received Honorable recognition from management regarding going above and beyond my expectations and in turn identifying and shutting down a fraudulent account using multiple accounts and confidential company information.
Certification
- Certified Expert in Customer Care Management
- Certified Expert in problem solving and successfully closing Customer Complaint Cases.
Timeline
Customer Solutions Expert
PayPal
02.2020 - 08.2022
Senior Support Specialist
Target.com With Adecco
05.2019 - 03.2020
Stoney Creek
Some College (No Degree) -
Chandler Gilbert Community College