customer support specialist ii resume example with 13+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
Home: (555) 432-1000
Cell:
resumesample@example.com
:
Professional Summary
Skilled Customer Support Specialist with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Microsoft Office.
Accomplishments
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Skills
Basic IT Troubleshooting and Help Desk Support
Responding to Difficult Customers
Organizational Skills
Efficient and Detail-Oriented
Calm and Professional Under Pressure
Call Documentation & Answering Emails
Team-Oriented and Cooperative
Work History
Customer Support Specialist II, 09/2019 to Current Thermo Fisher Scientific – Richmond, VA,
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Crafted intelligent, professional responses to emailed and web chat customer questions.
Maintained accurate and current customer account data with digital information updates.
Served customer account and technical needs across 50+ daily calls, consistently meeting productivity and quality targets.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Technical Customer Support Specialist, 08/2014 to 09/2019 Danaher – Wilmington, NC,
Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
Troubleshot problems with software, hardware and networking for users.
Recognized escalation needs and connected customers with advanced support staff.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Maintained up-to-date knowledge of product and service changes.
Trained new personnel regarding company operations, policies and services.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Technical Support Representative, 04/2012 to 04/2014 Silkroad Technology – Thornton, CO,
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Translated complex technical issues into digestible language for non-technical users.
Used ticketing systems to manage and process support actions and requests.
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Submitted service tickets for equipment maintenance requests.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and fiber optic.
Wrote and reviewed tickets to request maintenance to various types of equipment.
Warehouse Associate, 03/2008 to 03/2012 Floor & Decor – City, State,
Prepared orders for shipment by systematically picking, packing and labeling merchandise.
Wrapped pallets in shrink wrap prior to loading.
Assembled orders and packed items for shipment, conveying orders to shipping personnel.
Consistently lifted materials weighing as much as 50 pounds. Worked safely around moving machinery.
Shipped material and performed boxing, packing, labeling and preparation of related documents.
Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
Operated forklifts to transfer inventory to and from target destinations.
Labeled and accurately moved customer orders to meet shipment timetables and minimize errors.
Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
Operated PC and RF-based computer systems for inventory management.
Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
Processed incoming shipments upon package receipt by scanning boxes and envelopes and using internal software to update system.
Education
Associate of Arts: Graphic Imaging Production, Expected in 03/2012 to Cincinnati State Technical And Community College - Cincinnati, OH GPA:
Continuing education in English, Algebra, and Psychology.[Subject]
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