Talecha Solomon Email & Phone Number

Atlanta, Ga, Us

Atlanta, Georgia, United States

Build strong working relationships with clients, working to respond to requests and troubleshoot issues quickly and effectivelyDevelop written and visual client-centric communications content, and implement strategic communications campaigns to encourage client engagement, retention, and revenue growthBuild and leverage key learnings to continually improve Account Management Helpdesk processes and outcomesAssist Parkmobile Account Managers with day-to-day management of accountsKeep a detailed record of client account activity using Parkmobile’s CRM software

Atlanta Metropolitan Area

Professionally handle high volume incoming customer inquiries via phone and email regarding products and servicesProvide appropriate and correct information to incoming customer order status and product knowledge requestsDiagnose and resolve product or service problems by qualifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionBuild sustainable relationships and trust with customer accounts through open and interactive communicationResponsible for investigating all customer requests that are received and documenting inquiries via CRM systemsPartnership with all departments to meet and exceed customer’s service expectations

United States

Atlanta, Georgia

• Receive and resolve customer calls, emails, chat and support tickets via online tracking system.• Perform account changes, registration, and parking session management within our helpdesk portals.• Provided empathetic and positive support, with accuracy and speed.• Thoroughly document support tickets with customer correspondence and work to show issue history.• Investigate any potential issue by analyzing customer transactions and feedback.• Leading a promotions team to build morale and Tier 1 and Tier 2 call centers.• Created a budget for promotions to boost morale in a call center of 36 employees and obtained approval from upper management to proceed with project.

Greater Atlanta Area

• Individual Contributor; Heavy telephone and computer usage• Provided Training and assistance to all new hires to ensure metrics are met• Meets call center performance metrics, to include schedule adherence/utilization expectations and ACD goals• Client management, system administration, consulting, product development and project implementation • Encompass large scope to support a variety of clients; Advanced functional knowledge of most product lines • Contributions involve both task and project-related activities• Performed basic and advanced tasks and functions for professional field of work according to established procedures and/or protocols• Identifies and resolves readily identifiable, clearly-defined problems; Escalates more complex problems to appropriate technical support specialists• Plans work within specified deadlines and according to priorities set by others• Understands fundamental concepts and theories• Generally limited knowledge of industry practices and procedures• Effectively communicate with technical and non-technical client staff• Regular contact with client• Participate in training and provides training to other employees to enhance skills necessary to be a valuable team member• Assist with administrative tasks • Provides guidance to other employees

Norcross

• Responsible for answering and resolving advanced product technical-support questions received from customers in a call center environment.• Responsible for ensuring call resolution in a timely manner, meeting average handle time requirements for the program; while maintaining the highest standards of quality, and ensuring complete customer satisfaction with every interaction.• Provided suggestions and options to the customer based on their needs. This involves up selling features/products to help the customer as much as possible.• Eager to assist customers and find solutions that works best for each situation and be that helpful voice on the other end of the line.

• Monitoring and maintaining osTicketing System• Distribution and maintenance of Badge Access• Updating the New Hire and Termination Processes• Responsible for maintaining the inventory of Laptops and Mobile phones• AP Invoice Reconciliation

• Maintain Home Wire program customer files and billing requests• Support customer claims and process checks• Oversee outside vendor regarding mass mailing to customers• Provide internal & external customer support• Process payments, billing inquiries, reconnect service, automatic payment, energy and emergency service plans.• Generate Biweekly report for Home Wire sales and monthly Home Wire cancellations spreadsheet• Thoroughly competent in CIM, Overture, Customer Service Systems and Data Base