Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary
Award-winning customer support professional who has advanced quickly in all positions. Motivated to perform at peak levels and meet company goals. Customer service management professional experienced in credit card services, fraud operations and collections. Team player with exceptional listening and critical thinking skills. Customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically. Perceptive Customer Service Manager who cultivates positive customer & team member relationships through clear and helpful communication,as well as a focus on promoting positive workforce morale practices.
Skills
Customer service expert
Analytical and critical thinker
Skilled at mediation
Fast learner
Knowledgeable in Mac systems
Skilled multi-tasker
Effective problem solver
Excellent time management skills
Adherence to high customer service standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
MS Office expert
Process improvement specialist
Negotiation expert
Skilled trainer
Talented client relations manager
Skilled in call center operations
Call center metrics decoding aptitude
Strong problem solving aptitude
Familiarity with Key Performance Indicators (KPIs)
Committed to maintaining data integrity
Work History
02/2013 to 2014
AppleCare AdvisorConvergent – Renton, WA,
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Resolved problems with malfunctioning products.
Remained up-to-date on the latest technologies and solutions applicable to company products.
Managed call flow and responded to technical support needs of customers.
10/2012 to 2013
Computer Support ContractorDoubledutch – Virtual, AZ,
Provided base level IT support to non-technical personnel within the business.
Followed up with clients to ensure optimal customer satisfaction.
Installed software, modified and repaired hardware and resolved technical issues.
Completed logs and reports according to established policies and procedures.
Programmed and troubleshot devices following installation.
05/2012 to 10/2012
Private Support ContractorBellevue Building Supply, Inc. – Schenectady, NY,
Managed call flow and responded to technical support needs of customers.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Followed up with clients to ensure optimal customer satisfaction.
08/2011 to 03/2012
ICloud Support/ iTunes Support AdvisorVolt/ Apple – City, STATE,
Managed call flow and responded to technical support needs of customers.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Activated accounts for clients interested in new services.
Remained up-to-date on the latest technologies and solutions applicable to company products.
2010 to 02/2011
Call Center SupervisorSupport.com – City, STATE,
Investigated and resolved customer inquiries and complaints in an empathetic manner.
Cross-trained and backed up other customer service managers.
Adhered to all confidentiality requirements at all times.
Met all customer call guidelines including service levels, handle time and productivity.
Solved unresolved customer issues.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Strong leader of customer support staff.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Devised and published metrics to measure the organization's success in delivering world class customer service.
Maintained up-to-date knowledge of product and service changes.
Managed work flow to exceed quality service goals.
06/2008 to 2010
Solutions SpecialistSupport.com – City, STATE,
Managed call flow and responded to technical support needs of customers.
Provided base level IT support to non-technical personnel within the business.
Installed software, modified and repaired hardware and resolved technical issues.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Identified and solved technical issues with a variety of diagnostic tools.
Conducted research to address customer concerns.
Remained up-to-date on the latest technologies and solutions applicable to company products.
09/2007 to 06/2008
Technical Support/Account ManagementOpus Healthcare Solutions – City, STATE,
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Evaluated consumer reports on a monthly basis.
Identified chronic customer issues by creating and maintaining customer complaint log.
Referred unresolved customer grievances to designated departments for further investigation.
05/2002 to 04/2007
Technical Support Specialist Dell Computers – City, STATE,
Acted professionally and patiently when addressing negative customer feedback.
Acted professionally and patiently when addressing negative customer feedback.
Met or exceeded service and quality standards every review period.
Installed software, modified and repaired hardware and resolved technical issues.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Resolved customer issues in a clear, courteous and straightforward manner.
Demonstrated professionalism and courtesy with customers at all times.
Assisted in management of team acting as a team lead. This included training new technicians
Education
Expected in 1999
Associate of Arts: Graphic Design & Animation Amarillo College - Amarillo, TX GPA:
Accomplishments
Trained and led technical support teams of more than [23] support specialists.
Successfully recruited and trained [50+] new customer service representatives.
Consistently commended by superiors for resolving volatile customer situations quickly and courteously.
Documentation -
Wrote and edited documents to keep staff informed on policies and procedures.
Certifications
Certified in the following applications: Adobe Photoshop Adobe Illustrator Microsoft Office Microsoft Windows 98 - Windows 7 Operating Systems Macintosh OS X versions 10.4 - 10.9 Mac iOS versions 3 - 7 Apple iCloud Virus detection & removal procedures
Additional Information
Jessica is a highly motivated individual with outstanding interpersonal skills, which makes him an ideal leader due to his ability to effectively communicate on both a professional and personal level. His people oriented focus allows him to shine in his customer satisfaction skills, and promoting high levels of morale within a team and office environment. Jessica's technical skills are highly adaptive and span various different technologies making him an effective teacher. He is also a very quick study on learning new skills to help better perform any challenge he faces.
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