Orlando Carter

Experience

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  Teleperformance

  Feb 2010 - Feb 2017

  Senior Technical Support Representative

  Work in a fast-paced call center to take on the toughest technical calls. analyze, troubleshoot and resolve technical issues that customer reported.Interacted and coordinated with other departments to resolve customer issues.

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  Magic Valley Electric Cooperative

  Feb 2017 - Jan 2020

  Customer Service Representative

  Respond to consumer inquiries and/or solves problems in both English and Spanish languages.Prepare a variety of reports which require investigation, verification, classification, recording and/ or reconciliation of data. Receive member consumer requests for connections, disconnections, reconnections or new services and trouble calls. Complete paperwork on terminated accounts.Respond to member-consumer inquiries, satisfies their complaints.

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  AT&T

  Jan 2020 - Jul 2020

  Retention Specialist

  Develop new strategies for customer retention activities.Respond to customer queries and address service complaints in a timely manner.Work with Sales Manager in implementing sales promotion activities.Track contracts that are soon to be expired and contact customers for renewals.Develop product presentations and demonstrations to customers.Analyze customer feedbacks and develop new techniques to ensure customer retention.Provide excellent customer services and ensure customer satisfaction.Build positive working relationships with customers for repeat businesses.Explain customers about new products and benefits.Make sales calls to existing and new customers for business growth.Perform customer negotiations and reach a fair conclusion from both business and customer perspectives. Show less

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  Asurion

  Aug 2020 - Dec 2022

  Technical Support Representative

  Troubleshoot technical issues for our customers personal devices; evaluate concerns and issues, identify and deploy solutions, and help customers with troubleshooting steps.Learn details of protect home and other product offerings to confidently and accurately sell to customers.Communicate company policies and procedures to customers.Meet metrics for call measurements and sales goals

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  Freedom Solar Power

  Dec 2022 - Feb 2024

  Handle customer complaints, through various channels (phone and email) Ensuring customersatisfaction by providing excellent customer support. Completing logs of customers interactionsand transactions provide appropriate solutions and alternatives within the time limits, follow upto ensure resolution. Keep records of customer interactions, process customer accounts and filedocuments. Follow communication procedures, guidelines and policies. Specialize in Design support,Coordinate the completion of projects on time within budget and within scope. Prepare reports forupper management regarding status of projects. Discuss possible placements of modules and create aproduction report based on customers solar system. Other job duties include : Manage a high volume ofinbound/outbound phone and email contacts. Show less

  • Design Support Engineer 1

    Sept 2023 - Feb 2024

  • Customer Service Representative III

    Dec 2022 - Aug 2023
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  Cox Automotive Inc.

  Jun 2024 - now

  Technical Customer Care Specialist I

  Responsible for routine customer questions relating to product usage, as well as technical support issues relating to the Dealertrack family of products. Maintains expert-level knowledge of MotoSnap Solutions and Products. Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function. Accurately logs all customer information in the CRM customer ticketing system and adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure. Handle and respond to multiple open issues work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely. Work required shifts both independently and within a team organization. Facilitate communication from Support Team to other departments as needed to complete Cases Show less