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Apple Card Fraud Specialist Tier 2 Technical Support Specialist resume example with 7 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.

Skills
  • Data Entry (3 years), Customer Service (5 years), Filing (3 years), Bilingual, Customer Service Skills (3
  • Years)
  • Customer Service Support
  • Hardware and Software Repair
  • Incoming Call Management
  • Troubleshooting Network Issues
  • Troubleshooting and Diagnosing
  • Technical Instruction
  • Customer Service
  • Time Management
  • Employee Computer Support
  • Online Chat Support
  • Mobile Device Repair
  • Resolving Problems and Incidents
  • Customer Communication and Empathy
  • Teamwork and Collaboration
  • Attention to Detail
  • Problem Solving
  • Active Listening
  • Multitasking and Prioritization
  • Highly Professional
  • Organizational Skills
  • Positive and Upbeat
  • Technical Troubleshooting
  • Problem-Solving
  • Microsoft Windows and Office
  • Verbal and Written Communication
  • Network+ Certification
Education and Training
Career Point College San Antonio, TX Expected in 01/2005 Diploma : Computer Networking - GPA :
John F Kennedy High School San Antonio, TX Expected in 01/1999 Diploma : Basic Studies - GPA :
Experience
Belle Reve Senior Living - Apple Card Fraud Specialist/Tier 2 Technical Support Specialist
Milford, PA, 06/2021 - Current
  • Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
  • Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
  • Documented and updated case notes for each customer and work order.
  • Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
  • Assessed issues to determine appropriate troubleshooting methods for remediation.
  • Assist agents with customers to facilitate the customers issues.
  • Communicate via message with agents and other T2 agents to make sure our job is done more efficiently.
  • Assist customer via chat with their account so they can have an easy and helpful experience.
Maximus, Inc. - Caregiver
Syracuse, NY, 11/2018 - 12/2020
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Monitored vital signs and medication use, documenting variances and concerning responses.
  • Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
  • Assisted with meal planning to meet nutritional plans.
  • Followed care plan and directions to administer medications.
  • Laundered clothing and bedding to prevent infection.
  • Improved patient outlook and daily living through compassionate care.
  • Maintained clean and well-organized environment for client happiness and safety.
  • Supported bathing, dressing and personal care needs.
  • Built strong and trusting rapport with clients and loved ones.
  • Assisted patients with every task, closely monitoring conditions and safety.
  • Prepared food and helped patients eat to support healthy nutrition.
  • Cared for wounds by changing bandages, dressings and binders to promote healing.
  • Assisted patients with bladder and bowel needs by helping go the to restroom, assisted in changing and cleaning.
Maximus, Inc. - Advisor Technical Support
Tamarac, FL, 07/2016 - 06/2017
  • I work technical support for apple product's.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Input customer service orders and tracked orders through to completion.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
Floors Inc - Customer Service Representative
City, STATE, 10/2014 - 11/2015
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Made outbound calls to obtain account information.
  • Organized client contracts, records and reports to strengthen traceability.
Floors, Inc - Customer Service Representative
City, STATE, 09/2005 - 09/2007
  • Customer Service, data entry and filling
  • I helped builders with there flooring issues in newly build homes.
  • Rolled out operational improvements and solutions to deliver top-notch customer service.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Made outbound calls to obtain account information.
  • Organized client contracts, records and reports to strengthen traceability.
  • Explained benefits, features and recommendations to maximize client retention.
Additional Information
  • Authorized to work in the US for any employer
Languages
English :
Professional
Negotiated :
Spanish :
Professional
Negotiated :

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Resume Overview

School Attended

  • Career Point College
  • John F Kennedy High School

Job Titles Held:

  • Apple Card Fraud Specialist/Tier 2 Technical Support Specialist
  • Caregiver
  • Advisor Technical Support
  • Customer Service Representative
  • Customer Service Representative

Degrees

  • Diploma
  • Diploma

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