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Customer Care Representative
Customer Care Representative at RKF Engineering Solutions (Now Auria) who created 30 help-center articles that deflected about 70 tickets a month.
United StatesCustomer Care Representative at RKF Engineering Solutions (Now Auria)
Served as primary point of contact for client inquiries across phone, email, and chat, handling 40-60 contacts daily. Led triage, maintained help center articles, and supported retention efforts.
Customer SupportMultichannel SupportTriagePrioritizationEscalation ManagementTicketing SystemsMicrosoft OfficeExcelCRMHelp CenterDocumentationRetentionRenewalsCustomer TrendsMentorship
Supported unit supply and logistics operations, managing property records and coordinating with field units. Trained junior soldiers and documented supply transactions.
LogisticsSupply ChainProperty ManagementInventory ReconciliationCoordinationDocumentationTrainingCommunication Skills
Supported 25-35 daily customer calls and emails, logging interactions and assisting with account changes and troubleshooting. Built Excel tracker and wrote how-to guides to improve efficiency.
Customer SupportCRMTroubleshootingDocumentationExcelGoogle DocsEscalation ManagementIdentity VerificationData Privacy
CIPP/US certification in progress.
Bachelor of Arts in Legal Communications with a minor in English from Howard University's Cathy Hughes School of Communications.
Earned CompTIA Security+ certification in May 2022.
Earned CompTIA Security+ certification in May 2022.
Profile sourced from Himalayas.