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Advanced Technical Support Specialist Resume Example

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ADVANCED TECHNICAL SUPPORT SPECIALIST
Summary

Customer-centric professional with extensive experience increasing customer satisfaction levels and business performance by handling and analyzing complaints while serving as an intermediate between a company and customers. Demonstrated success in managing/organizing business processes and achieving organizational objectives while focusing on efficient service delivery. Adept at developing and maintaining detailed administrative and procedural processes that reduce redundancy, improve accuracy and efficiency, and achieve organizational objectives. Exceptional communicator with strong negotiation, problem resolution and client-needs assessment aptitude. Highly accomplished in consultative selling and ability to
build and maintain relationships.

Skills
  • Major Account Support Specialist
  • Strategic Planning & Execution
  • Performance Optimization
  • Client Satisfaction & Retention
  • Training & Development
  • Team Building & Leadership
  • Problem Resolution
  • Microsoft Office Suite, SAP
  • Administrative, Policies
  • Risk management
  • Leadership Qualities
  • Microsoft Office Suite
  • Ability to analyze reports
Experience
06/2020 - CurrentAdvanced Technical Support SpecialistCharter Communications | Austin , TX
  • Pulls and analyzes reports using Comm Desk tools to analyze customer call volume or outage trends for all lines of business, then takes appropriate action to escalate and resolve.
  • Performs entry level IVR messaging using Synchronoss tools and ensures proper deflection levels are met or exceeded.
  • Opens, participates in and leads Communication Desk conference bridges as requested.
  • Interacts with ITSOC and NOC through ticket entry and engagement, gathering and sharing information and status related to service-affecting issues
  • Gathers and shares information and status on service-affecting issues; coordinating root cause analysis efforts
  • Completes trouble tickets within SLA with proficiency and accuracy; lowestNTF report on team (NTF= No Trouble Found).
07/2016 - 06/2020Operations Specialist / ConciergeeBay | Austin, TX
  • Identify organizational needs and capture business opportunities while consistently exceeding goals, building relationships and supporting superior customer experiences.
  • Conduct meetings to present business unit's status report to executive management.
  • Recommend potential products/services to management by collecting customer information and analyzing customer needs.
  • Develop corporate strategy for customer support and service function and to achieve customer service and support goals within scheduled time-frames.
  • Selected to participate in a pilot program, managing two different chat cases simultaneously, which could expand to four if assistance was required from expert agents.
  • Maintain a positive atmosphere for customers and employees consistent with company's mission and core values.
  • Selected Contributions: Augmented initial-contact resolution by 15% through effectively resolving member concerns and ascertaining future potential issues.
  • Delivered effective training sessions to new employees regarding best practices to achieve organizational goals.
07/2016 - 05/2020Customer Solutions AgenteBay | Austin, TX
  • Received all limits calls, reviewing and appraising each account to ascertain if member qualifies for a limit increase based on established criteria.
  • Routed qualified opportunities to the appropriate sales executives for further development and closure.
  • Executed test projects to discover new and potential, profitable lines of business.
  • Utilized expert judgment in the study, analysis, finding, and resolution implementation of complex problems.
  • Accurately and efficiently recorded customer trends utilizing an online tracking tool as well as summarized and delivered constructive customer feedback to management.
  • Maintained contact and followed up on problems that required special handling.
  • Selected Contributions: •Enhanced annual revenue of a new business by $20M by providing assistance in the launching of QBO chat.
  • Researched and responded to customer inquiries and explained transactions to their satisfaction.
  • Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
01/2014 - 07/2016Senior Customer AdvocateSears Holdings Corporation | Austin, TX
  • Devised and delivered complete resolutions for complex customer issues while ensuring the highest level of customer satisfaction.
  • Deescalated issues and provided a resilient stance on policies while always maintaining a positive customer experience.
  • Selected Contributions: •Consistently received 90% customer satisfaction ratings through expertly resolving tier 3 issues and managing escalated calls.
  • Delivered exceptional services and achieved three promotions ahead of the regular promotion cycle.
Education and Training
2008High School Diploma
North Providence High School | North Providence, RI
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Resume Overview

Companies Worked For:

  • Charter Communications
  • eBay
  • Sears Holdings Corporation

School Attended

  • North Providence High School

Job Titles Held:

  • Advanced Technical Support Specialist
  • Operations Specialist / Concierge
  • Customer Solutions Agent
  • Senior Customer Advocate

Degrees

  • 2008 High School Diploma

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