Industry:Call Center / IT-Enabled Services / BPOEmployment Period:June 2007 to June 2010 (36 Months)Duties and Responsibilities:
- Delivered exceptional customer service and technical support for leading consumer electronics brands such as Sony and Mitsubishi.
- Assisted customers with a wide range of inquiries related to home electronics, including digital cameras, remote controls, and televisions.
- Utilized multiple communication channels—phone, live chat, and email—to ensure timely and effective resolution of technical issues, product setup, troubleshooting, and general support.
- Maintained a high level of product knowledge to provide accurate information and guidance, documented customer interactions thoroughly in CRM systems, and collaborated with cross-functional teams to escalate and resolve complex cases.
- Consistently met or exceeded performance metrics related to customer satisfaction, first-call resolution, and response time.
- Her early career focused on providing technical support for consumer electronics such as cameras, camcorders, and CRT televisions, where she handled device troubleshooting, warranty verification, and customer education.
- For the past 10 years, she worked within a financial institution where her customer service and support experience was further refined, although in a less technical scope.
- Additionally, she held part-time roles in virtual assistance and lead generation, showing flexibility and the ability to adapt to varied support functions.
- She emphasized the importance of empathy, de-escalation, and simplifying technical explanations to ensure clarity for non-technical users.
- Her responses highlighted practical troubleshooting strategies, active listening, and customer reassurance—skills highly relevant to the technical support representative role.
- She is able to start immediately.
Predictive Index Behavioral Profile - AnalyzerStrongest Behaviors
- Formal, reserved, introspective, and skeptical of new people; requires “proof” to build trust in new people.
- Detail-oriented and precise; follow-through is deep and literal to ensure tasks were completed in accordance with quality standards.
- Operationally, as opposed to socially, focused. Thinks, in specific terms, about what needs to be done and how to do it accurately and flawlessly; follows, in a literal way, that execution plan.
- Careful with rules; precise, "by the book", fast-paced, and literal in interpreting rules, schedules and results.
- Detail-oriented and thorough; works to ensure things don’t fall through the cracks, and follows up to ensure they’re done properly and on time.
- Driven to achieve operational efficiencies: thinks about what needs to be done and how it can be done as fast as possible while maintaining a high-quality outcome. Impatient with routines.
Behavioral SummaryCherie is an intense, results-oriented person, whose drive and sense of urgency are tempered and disciplined by a strong concern for the accuracy and quality of the details of any work for which they are responsible. Approach to any work done will be based on thorough analysis and detailed knowledge of all pertinent facts.
Much more technically than socially-oriented; has confidence in technical/professional knowledge and ability to get things done correctly. With experience, will develop a high level of expertise in their own work and will be critical of mistakes made by themself or others. Takes the work and responsibilities very seriously and expects others to do the same.