Customer/Technical Service Representative Resume Example

Skills

Typing efficiency and accuracy
Excellent verbal and writing communication
Skilled in Microsoft Office tools
Customer satisfaction
Data entry
Background in cable and internet technical troubleshooting
Publication
Sales
Technical support
Data collection and analysis

Billing
Cable
Delivery
Features
Publication
Sales
Telephone
Upgrade
VoIP

Education and Training

2009Bachelor of Science: Information TechnologySTI CollegeCity

Rotary Club Member

CUSTOMER/TECHNICAL SERVICE REPRESENTATIVE

Summary

Well-versed in using Microsoft office tools and emails to gather, organize and report on data. Excellent communication, organizational and planning abilities with a firm commitment to accuracy and integrity of work. Well-organized in handling all documentation and recordkeeping requirements. Experienced in customer support industry. Expert in multitasking techniques. Skilled at enhancing research accuracy and precision by carrying out efficient protocols. Eager Customer Service Agent committed to working hard and collaborating with others. Talented individual known for having terrific time management, organizational and service traits. Seek to take on full-time position assisting with customers and customer service-related jobs.

Experience

CONVERGYS PHILS SERVICES CORP - Customer/Technical Service RepresentativeCity , STATE11/2012 - 06/2015

Fielded customer complaints and queries with exceptional professionalism and enthusiasm, fast-tracking them for problem resolution.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Increased customer satisfaction ratings 85% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Provided cable product and service troubleshooting while educating customers about the features and benefits of their purchases and subscriptions.
Contacted and assisted customers about potential internet and telephone services upgrades, new cable channels and account changes.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Completed diverse tasks on daily basis to serve customer needs, including processing and issuing pro-rates, managing refunds and cancellations, and restoring services.
Liaised between customers and technicians to expedite tech visits and repairs.
Kept detailed records of customer accounts, including actions taken, issues resolved and relevant information.
Improved productivity by providing CSR performance feedback for corrective action.
Escalated customer concerns and services issues to supervisors.
Documented conversations with customers to track requests,
Achieved top satisfaction, retention and referral rankings on consistent basis.
Answered 50+ inbound calls per day and directed to designated individuals or departments.
Provided excellent services for customers by following up on perviously escalated issues.
Worked under strict deadlines and schedules.

AUTHORS SOLUTIONS PHILS. INC - Post Publication AssociateCity , STATE07/2015 - 06/2018

Assisted authors with corrections on their completed books.
Utilized various skills including Microsoft Office tools to conduct edits and grammar checks on completed manuscripts before re-publication.
Helped reduce retention rates to keep the authors from cancelling their publication and move to another company.
Completed diverse tasks on daily basis to serve client needs, including processing and issuing book orders and replacements, fixing printer-related backlogs and issues, and clearing inbox daily.
Liaised between authors and printers to expedite orders and meet customer demands.
Executed 150 outbound calls each week to existing authors, resulting in 80% increase in sales.
Worked with external marketing and sales representatives to address author needs.
Achieved top satisfaction, retention and referral rankings on consistent basis.

Kudo Support Inc. - Tier 2/Escalations – Chat Support RepresentativeCity , STATE11/2011 - 11/2012

De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Provided excellent communication skills that allow taking lead and controlling the communication with frustrated, irate or upset customer.
Achieved customer satisfaction on areas of technical expertise, and timeliness of support delivery.
Achieved resolution for customers, in the fastest manner, especially in processing refund and replacement.
Corresponded with more than 100 customers daily, effectively building outstanding skills in writing.
Used various skills to resolve problems in reasonable amount of time.
Documented conversations with customers to track requests, problems and solutions.
Maintained own productivity reports.

KUDO SUPPORT INC, MEZ I - Tier 1 – Chat Support RepresentativeCity , STATE09/2010 - 11/2011

Answered questions from customers that came in through the company's online chat feature and provided VoIP technical support issue.
Assisted customers with questions related to support issues including sales and billing.
Monitored customer issues to deliver effective resolution, following all steps involved for appropriate procedures.
Walked customers through online demonstrations to support better understanding of product features.
Maintained up-to-date knowledge of company policies regarding payments, returns and exchanges in order to provide speedy and accurate service to each customer.

Resume Overview

School Attended

STI College

Job Titles Held:

Customer/Technical Service Representative
Post Publication Associate
Tier 2/Escalations – Chat Support Representative
Tier 1 – Chat Support Representative

Degrees

Bachelor of Science : Information Technology

Customer/Technical Service Representative Resume Example

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