Personable and dedicated Customer Service Representative with extensive experience in The IT industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Skills
Customer relations
System implementation
Shipping and receiving understanding
Technologically savvy
Inbound and Outbound Calling
High-energy attitude
Microsoft Office expertise
Credit card payment processing
Deficiency documentation
Service ticket tracking
DOM debugging
Hardware diagnostics
Technical Troubleshooting
Computer maintenance
Service desk support
Technical support
Hardware configuration
Experience
04/2019 to Current
Customer Experience SpecialistSalesforce.Com, Inc. – Cambridge, MA,
Supported customers with product implementation and usage and answered questions quickly and thoroughly.
Managed outbound call process, triaged customer voicemails and determined priority level of responses.
Kept accurate records of customer interactions, payments and issues.
Communicated with customers via phone, email and online chats.
Redirected complex needs, issues and requests to management.
Handled client inquiries with exceptional professionalism and enthusiasm.
Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.
Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Recommended, selected and helped locate merchandise based on customer needs and desires.
Network Support
Active Directory
Office 365 & Outlook Proficiency
Windows & Mac Versed
Troubleshooting Laptop, Tablets, Mobile Devices and Desktops
07/2015 to 05/2019
Customer Service ManagerFellowes, Inc. – Aurora, IL,
Providing help and advice to customers using cub or brand name products and services
Communicating courteously with customers by telephone, email, letter and face-to-face
In charge of issuing refunds or compensation to customers.
Providing feedback or complaints procedures for customers to use and reporting to a supervisor if the problem arises
Meeting and organizing with other managers to discuss possible improvements to customer service
Training staff to deliver a high standard of customer service
Microsoft Outlook, Word and Exc
Xceptional telephone etiquette
08/2015 to 08/2018
Help DeskIsys Technologies – Littleton, CO,
Tutoring Other Students In Introduction to Adobe Photoshop, Adobe Premier Pro, Adobe Muse, Adobe Flash/Adobe Animate, Adobe Illustrator, Adobe Audition, Adobe After Effects, Blender, Garage Band, Tumult Hype both pro and standard edition, Word Press, HTML, CSS and JavaScript Coding Languages as well as jQuery UI and jQuery
IT Maintenance and Trouble Shooting.
Worked in an Agile-driven environment to effectively maintain project timeline's and utilize available resources
Answered average of 15 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing new product information
Copied, logged and scanned supporting documentation.
Online Computer Ticketing and Call Support
Installing and configuring computer hardware, software, systems, networks, printers and scanners
Repairing and replacing equipment as necessary
An ability to prioritize and delegate projects and small tasks
Familial with the process of Installing Mac OS and Windows Operating System.
05/2012 to 07/2015
Event Security GuardA.S.I.A Security – City, STATE,
Warned persons of rule infractions or violations and evicted violators from premises.
Protected entrances by scanning individuals and bags via manual, wand or x-ray machinery.
Triaged problems quickly and provided precise and clear information while working under minimum supervision.
Stayed in frequent communication with security and event staff to smoothly respond to concerns.
Monitored event activities to track schedule and prepare for crowd movements.
Acted as first-responder for medical emergencies, incoming calls and code red situations prior to arrival of paramedics and law enforcement.
Warned violators of rule infractions and escorted unauthorized persons off premises.
Detected emergency situations through keen listening and close observation to respond appropriately to alarms.
Sounded alarms and brought in relevant authorities in case of fire or criminal activities.
Analyzed and produced course-of-action reports and escalated issues to management in typical and crisis situations.
Collaborated with local law enforcement agencies to support criminal investigations.
Education and Training
Expected in 05/2018
AS Degree: Saint Paul CollegeSaint Paul - , MN GPA:
Expected in 05/2018
AA: General Education Degreeeral Education Saint Paul CollegeSaint Paul - , MN GPA:
Expected in 01/2014
High-school Diploma: AFSA High SchoolJune - , GPA:
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