Service-oriented Technical Support Representative with 12 year background in call centers. Core competencies include Customer Orientation, Technical Expertise and Thoroughness as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Highlights
Active Listening
Judgment and Decision Making
Negotiation
Customer and Personal Service
Troubleshooting
Computers and Electronics
Complex Problem Solving
Critical Thinking
Education
Tampa Technical Institute, Expected in 04/10/1998 – –Associate:Electronic and Computer Technology - GPA:Electronic and Computer Technology
DeVry University, Expected in – –Bachelors:Technical Management - GPA:Technical Management
Experience
Copart - Customer Service Antelope, CA, 10/2015 - CurrentMaintained composure and patience in face of difficult customer situations. Support customers with online billing and account issues. Supported customers having data connectivity issues. Provided thorough support and problem resolution for customers.Provided accurate and appropriate information in response to customer inquiries.
Caci International Inc. - SiriusXM Customer Service Harold, FL, 06/2014 - 06/2015
Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion. Maintained up-to-date records at all times. Formulated and enforced Service Center policies, procedures and quality assurance measures.
Air - Field Service Representative Brooklyn, NY, 04/2012 - 09/2013
Unloaded, picked, staged and loaded products for shipping. Resolved service issues in a timely manner, including coordinating and processing returns. Oversaw warehousing and storage practices and housekeeping. Received incoming shipments and reviewed contents against purchase order for accuracy. Followed proper selection procedures as established by the company. Transported goods from racks, shelves and vehicles.
Eastern Mountain Sports - Customer Support Hyannis, MA, 09/2006 - 11/2010Resolved customer complaints and concerns with strong verbal and negotiation skills. Displayed courtesy and strong interpersonal skills with all customer interactions. Maintained composure and patience in face of difficult customer situations. Support customers with online billing and account issues. Researched issues on various computer systems and databases to resolve complaints and answer inquiries. Referred difficult issues to upper management while maintaining positive rapport with customer. Informed customers about issue resolution progress. Provided thorough support and problem resolution for customers. Assisted customers with technical issues via email, live chat and telephone.
Surterra Holdings - Bar Manager and Bartending Brookline, MA, 08/2005 - 06/2006Maintained full knowledge of bar and menu items and made recommendations. Maintained familiarity with the latest in mixology, bar equipment and sanitation standards. Prepared mixed drinks; poured wine, beer and nonalcoholic beverages. Served as backup for bartenders. Collected money and made change. Opened and closed bar tabs and transferred tabs to dining area. Processed cash, credit card and voucher payments. Stopped service to any adult furnishing alcoholic beverages to a minor. Maintained bar stocks, replenishing daily as necessary. Stocked beer and wine coolers. Monitored glassware and stemware inventory. Performed closing duties including cleaning, sanitizing and replenishing. Cleaned and filled ice bins. Changed beer kegs. Maintained a neat personal appearance. Served each guest with a sincere, positive, pleasant and enthusiastic attitude. Made engaging connections with guests to create loyalty.
Danka Office Imaging - Territory Sales Represenative City, STATE, 11/2003 - 05/2005Cold-called prospective customers to build relationship. Completed documentation for product and service sales. Maintained productive relationships with existing customers through exceptional follow-up after sales. Updated database with customer and sales information. Delivered products to customers in timely manner. Established new customer accounts. Evaluated competitors and performed market research.
Southern Pawn - Store Manager City, STATE, 07/1997 - 04/2003Delivered excellent customer service by greeting and assisting each customer. Addressed customer inquiries and resolved complaints. Design and implemented customer satisfaction metrics. Opened a new store location and assisted in recruiting and training new staff. Stocked and restocked inventory when shipments were received. Reorganized the sales floor to meet company demands. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts. Determined staff promotions and demotions, and terminated employees when necessary. Fulfilled customer shipping needs using UPS and USPS methods. Completed weekly schedules according to payroll policies. Trained all new managers on store procedures and policies. Maintained daily record of all transactions. Wrote order supply requests to replenish merchandise. Trained staff to deliver outstanding customer service. Worked closely with the district manager to formulate and build the store brand. Contributed to merchandising ideas at team sale meetings.
PET SUPERMARKET INC - Assistant Store Manager City, STATE, 03/1994 - 05/1997Delivered excellent customer service by greeting and assisting each customer. Addressed customer inquiries and resolved complaints. Stocked and restocked inventory when shipments were received. Reorganized the sales floor to meet company demands. Completed weekly schedules according to payroll policies. Wrote order supply requests to replenish merchandise. Trained staff to deliver outstanding customer service. Contributed to merchandising ideas at team sale meetings.
Skills
Careful and active listener Professional and friendly Multi-tasking, Creative Problem Solving, Account Management,  Customer Satisfaction, Customer Service, Technical.
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