Soayya Brock

• Coordinated Field Engineer schedules to optimize team coverage.
• Scheduled employee availability using specialized software.
• Coordinated and planned service inquiries.
• Scheduled dispatches for on-site service engineers efficiently.
• Established strong relationships with clients through exceptional service experiences during phone and email interactions.
• Provides initial responses for technical and clinical support, parts ID, field, and bench repair teams.
• Tools used to perform daily tasks: PVC, Sales Force, Service Max, Workday, Teams, Microsoft Word, Excel, PowerPoint, OneNote.

• Company Overview: This is a Temporary Agency
• I worked for PHILIPS and was hired by Philips permanently
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Demonstrated excellent written communication skills by crafting clear responses that addressed each aspect of the customer's inquiry concisely
• Provides initial response for technical and Clinical support, Parts ID, Field and Bench Repair teams
• This is a Temporary Agency
• I worked for PHILIPS and was hired by Philips permanently

• Answering inbound calls
• Setting up delivery & product repair appointments for Members
• Dispatching work orders to Geek Squad and third party techs
• Scheduling appointments using 3 different systems called, Express Lane, OMA and FMS
• Processing refunds & returns
• Up selling products & services

• Handled high volume of incoming calls efficiently.
• Assisted customers in locating desired products.
• Communicated with vendors
• Looked up item info via AS400 system
• Processed orders via CTC, Depot Direct or homedepot.com
• Addressed store representative issues related to customer orders, product questions, refunds, and returns.
• Simultaneously utilized dual desktops for handling various applications.

• This is a Work From Home position
• Overseen Major Corporate Accounts & some Individual accounts
• Handled several types of activations, & troubleshooting devices such as Cell phone, mobile hotspots, & In Building Solutions
• Ticket Management requires, creating & maintains tickets until the customers issue is resolved
• Monitoring tower outages using several provided tools
• Resolved billing questions, collecting payments, ordering devices, adding products & services
• Assist customers that will be traveling or already abroad
• Unlocking SIM cards, setting up international plans, & making sure devices are working
• Briefly worked in the online Chat department, and Social Media ( Twitter & Facebook)

• Managed large volumes of incoming calls.
• Resolving customer issues with billing, troubleshooting devices, ordering devices and accessories
• Enhanced revenue through effective upselling strategies.
• Supported global customers with their wireless needs.
• Floor Support to other team members
• Training new hires
• Participated in Offline projects

• Managed international transportation needs for major accounts.
• Collaborated with trucking companies, all major railroads, and major shipping lines. lines
• Supervised freight movements from departure to delivery using a logistics tracking system .
• Managed shipping operations within allocated budget.

• Managed customer claim files in a private vault facility
• Completed data entry tasks with accuracy and efficiency
• Followed established procedures to enter and process data correctly
• Handled numerous incoming and outgoing calls effectively involving clients and legal representatives.
• Utilized microfiche technology to retrieve files for clients and lawyers.
• Some Collections

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