Technical Support professional with over 15 years experience providing the highest level of service to clients[Job Title] with background in IT, project management and technical support. Successful at driving financial and productivity results., and meeting and exceeding customer retention rates. Quickly analyzed, diagnosed and solved customer account and product issues. Guided clients, company employees and end-users to resolve a variety of complex issues.
High volume Call Center Email and Telephone Support World-Class interpersonal skills Priority Services Customers Employee and Customer Support Customer education Exceeded Performance Measures Call Coaching and Evaluating High level of customer Satisfaction Customer Retention Web-Based Knowledge Bases Promoted to Customer Marketing Representative Trainer CUSTOMER SERVICE/TECHNICAL SUPPORT REPRESENTATIVE Customer Service - Technical Support professional with over 6 years experience providing the Highest level of service to customers, and meeting and exceeding customer retention rates Quickly analyzed, diagnosed and solved customer account and computer hardware and software Problems. Guided company employees and end-users to resolve a variety of complex computer Issues. Helped customers with all levels of sophistication, from beginners to advanced users, Quickly resolve their technical problems. Technical Customer Service Specialist with a vast knowledge of web applications, software and framework seeking to assist clients in all troubleshooting endeavors.
- High Volume Call Center Email and Telephone Support Windows(all), Mac OS X+
- Priority Services Customers Employee and Customer Support MS-Excel, Explorer, Quicken
- Exceeded Performance Measures Call Coaching and Evaluating WAN Connectivity and Hardware
- Customer Retention Web-based Knowledge Bases WAN Software, Protocols, ISP Tier 2 and Tier 3 Support Vantive Ticket Tracking Software Laptop/Desktop Diagnostics Diagnosed and problem-solved issues with IP configuration conflicts, wireless routers, routers, switches, NIC, cable modems, satellite connections, on PCs, laptops, and Macs.
- Quickly resolved callers' problems regarding computer Quicken, MS-Money, and Turbo-Tax software.
- Solved hardware issues and conflicts with 16 bit and 32 bit PC Cards, NVIDIA Video Cards, inkjet printers, flatbed scanners, Blackberrys, Smart Phones, and other PDAs.
City, STATE, 01/2006 - Current
- Highest scoring Call Center Group Representative up to 70% of the time, among 50 Representatives.
- Utilized knowledge base information, conferred with users, and conducted computer diagnostics to resolve customer's problems.
- Promoted to Priority Services Representative, taking end of line responsibilities for solving the most difficult issues, while strengthening client relationships and increasing retention Customer Service Skills.
- Averaged from 200 to 250 calls per day, and resolved up to 35 very complex issues, with all levels of employees and customers.
- Awarded Electronic Channel Support Representative of the Month honors.
- Established and held the company record for most customers served in one shift.
- Coached and counseled voice and e-mail agents to improve technical and customer service skills.
- Developed training procedures, and trained users in the proper use of hardware or software.
- Maintained records of daily transactions, problems and remedial actions taken using Vantive and company proprietary ticket tracking software.
City, STATE, 2009 - 2014
- Headed team that troubleshot and co-ordinated all maintenance/repairs on circuits, fiber lines and POTS lines for telephone and video visitation systems for over 100 correctional facilities throughout the United States.
- Worked with Facilities, ISP’s and LEC’s on provisioning, installing and maintaining connectivity and processing upgrades for facility’s inmate computer and telephone systems.
- Performed network connectivity and software troubleshooting and maintenance.
- to 250 calls per day, and resolved up to 35 very complex issues, with all levels of Employees and customers Awarded "Electronic Channel Support Representative of the Month" honors Established and held the company record for most customer served in one shift.
- Coached and counseled voice and e-mail agents to improve technical and customer serviced skills Developed training procedures, and trained users in the proper use of hardware or software.
- Maintained records of daily transactions, problems and remedial actions taken using Vantive and Company proprietary ticket tracking software.
- Promoted to Priority Services Representative, taking "end of line" responsibilities for solving the most Difficult issues, while strengthening client relationships and increasing retention Highest scoring Call Center Group Representative up to 70% of the time, among 50 Representitives Utilized knowledge base information, conferred with users, and conducted diagnostic to resolve customers' problems.
- Led team with seven 100% customer satisfaction scores out of seven surveys in one month.
- Highly developed sense of accountability and importance of taking ownership of caller issues Extensive knowledge of all Windows and Macintosh operating systems.
City, STATE, 01/2008 - 01/2009
City, STATE, 01/2006 - 01/2008
City, STATE, 01/1998 - 01/2006
City, STATE, 01/1998 - 01/2006
Cable modems, Call Center, Coaching, Hardware, Customer satisfaction, Customer Support,Email, Inkjet printers, Explorer, IP, ISP, Laptops, Mac OS X+, MS-Excel, MS-Money, Windows, NIC,Protocols, Quicken, Routers, Scanners, Switches, Telecom, Turbo-Tax, Vantive, Video Cards, WAN
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Resume Overview
School Attended
- Southern Methodist University
Job Titles Held:
- Customer Relations/Technical Support Representative
- Technical Support Telecom Escalation Specialist
- ITunes E-mail support representative
- Customer Relations/Support Representative
- Technical Support Representative/Customer Service Representative
- Customer Service/Priority Services/Technical Support Representative
Degrees
- Bachelor of Arts Degree
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