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Cassondra Stephens

Customer Service Representative at Xerox
Intro Book
Customer service expert with 10+ years of experience in technical support and sales.
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Location
Tacoma, Washington, United States, US
Skills
  • At Multitasking
  • Windows
  • Customer Satisfaction
  • Mac
  • Mobile Applications
  • Show all
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Bio

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Cassondra Stephens is a seasoned customer service professional with 10+ years of experience in technical support, sales, and customer satisfaction. She has a strong background in Windows, Mac, mobile applications, and hardware support, with expertise in iOS and Android development. Cassondra holds a Bachelor of Applied Science degree in Pediatric Cardiology Residency Program from the University of Tennessee at Martin.

Experience

  • Xerox
    • Customer Service Representative

  • Xerox
    • Federal Way, Wa
    • Customer Service Representative
      • Jun 2014 - Present
      • Federal Way, Wa

      Responsibilities Managed call flow and responded to technical support needs of customers. Evaluated and responded to incoming sales leads and requests for technical support assistance. Identified and solved technical issues with a variety of diagnostic tools. Created cases and claims for damaged, lost or displaced products. Conducted research to address customer concerns. Remained up-to-date on the latest technologies and solutions applicable to company products. Coordinated product orders. Researched, troubleshot and resolved complex problems independently. Answered telephone calls promptly and minimized delays that could lead to abandoned calls. Maintained and updated customer service database. Assisted customers with billing issues and order placing. Appropriately documented all transactions and pertinent interactions. Reviewed technical documentation and procedures. Used scripting skills to contribute to internal tools. Described solutions to customers accurately and persuasively. Set up PC and Apple desktops and laptops and all types of mobile devices. Used ticketing systems to manage and process actions taken. Built and provided basic end-user troubleshooting and desktop support on Android and IOS devices. Provided on-call support and resolutions for critical issues.Accomplishments Met and exceeded company sales and productivity goals. Resolved customer issues in a clear, courteous and straightforward manner. Demonstrated professionalism and courtesy with customers at all times. Resolved problems with malfunctioning systems, software, and cellular devices. 2 years of technical support experience. Worked closely with team members to meet or exceed all customer service requirements. Managed customers' expectations and experience to a high degree of customer satisfaction. Enthusiastically participated in job related trainings. Assessed client's profiles and aligned them with the best possible products and services to meet their needs.

Education

  • 2004 - 2006
    University of Phoenix
    Associate of Arts (A.A.), Criminal Justice and Corrections
  • University of Tennessee at Martin
    Bachelor of Applied Science (B.A.Sc.), Pediatric Cardiology Residency Program
  • University of Tennessee-Health Science Center College of Medicine
    Bachelor of Applied Science (BASc), Obstetrics and Gynecology Residency Program

Suggested Services

This profile is unclaimed. These are suggested service rates with 0% commision upon successful connection

Industry Focus. “Computer Software”

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