Summary
Overview
Work History
Education
Skills
Timeline
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Desiree Helton

Talbott

Summary

Dynamic Customer Care Representative with a proven track record at Alight Solutions, excelling in problem resolution and customer satisfaction. Recognized for strong organizational skills and attention to detail, consistently exceeding performance metrics. Proficient in CRM systems, fostering trust through empathetic communication and effective follow-up, ensuring customer satisfaction.

Adept at managing inquiries, resolving issues, and ensuring customer satisfaction. Known for teamwork, adaptability, and achieving results under changing conditions.

Overview

5
5
years of professional experience

Work History

Customer Care Representative

Alight Solutions
11.2022 - 01.2025
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Logged call information and solutions provided into internal database.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.

QuickBooks Time Customer Service Agent

Skyes
06.2020 - 08.2022
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Addressed customer account discrepancies and concerns.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Sought ways to improve processes and services provided.

Education

Bachelor of Science - Criminal Justice

Westwood College
Westminster, CO

Skills

  • Strong verbal and listening abilities
  • Strong organizational and time management abilities
  • Detail-oriented follow-up
  • Analytical problem resolution
  • Proficient in payroll management tools
  • Confidential information management
  • Team-oriented and self-sufficient
  • Skilled in conflict resolution

Timeline

Customer Care Representative

Alight Solutions
11.2022 - 01.2025

QuickBooks Time Customer Service Agent

Skyes
06.2020 - 08.2022

Bachelor of Science - Criminal Justice

Westwood College

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Desiree Helton