Hardware Technical Support Representative Resume Sample

Jessica

Claire

resumesample@example.com

(555) 432-1000

Montgomery Street, San Francisco, CA 94105

Summary

Highly enthusiastic customer service professional with 5+ years of client interface experience, Very professional while also maintaining a high level of patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.

Highlights

High customer service standards
Service solutions expert
Dedicated to process improvement
Seasoned in conflict resolution
Energetic work attitude

Negotiation competency
Active listening skills
Courteous demeanor
Customer service expert
Strong organizational skills

Education

Atlanta Technical College Atlanta, GA Expected in 2011 GED

CGS Atlanta, GA Expected in 2013 Technical Support

Experience

Affiliations

Accomplishments

Managed call flow with up to 10 calls in queue per minute.

Exceeded corporate target for customer satisfaction for 6 months in a row. Exceeded monthly goals by successfully handling more than 165 calls per week.Reduced escalations to management by 5%.

Experience

Centene Corporation - Hardware Technical Support Representative
Bloomingdale, FL 08/2013 - 2016

Diagnose malfunctions of laptops,tablets, and desktop computers
Order hardware replacement parts for machines and provide some software driver support
Data entry
Provide remote technical support
Provide quality assurance when answering all calls
Provided base level IT support to company personnel.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Built and maintained successful relationships with service providers, dealers and consumers.
Maintained composure and patience in face of difficult customer situations. Processed inbound and outbound technical support calls.
Trained new employees and explained protocols clearly and efficiently.
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. Supported customers having data connectivity issues.
Provided thorough support and problem resolution for customers.
Assisted customers with technical issues via email, live chat and telephone.
Provided professional customer service consultations on computer maintenance as well as basic troubleshooting techniques.
Developed and maintained positive customer relationships.
Worked with customer service supervisor to resolve customer concerns.
Researched, resolved and followed up on customer issues.
Handled a large volume of phone calls, chat and emails.
Diligently followed up with customers about existing orders.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Soft-sold additional services. Devised workarounds for problems.
Researched, documented and escalated cases to higher levels of support according to internal procedures.
Reviewed support cases for technical and troubleshooting accuracy.
Identified opportunities to upsell product and services.
Assisted in process refinement to improve customer service and support.
Developed documentation for common processes for both support staff and end-users.
Created end-user self-service tools and documentation. Contributed to a reduction in operational costs of 25%.

Mettler Toledo - Retention Representative
Charlotte, NC 01/2013 - 03/2013

Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Addressed customer service inquiries in a timely and accurate fashion.
Developed effective relationships with all call center departments through clear communication.
Built customer loyalty by placing follow-up calls for customers who reported product issues.
Demonstrated compliance of Service Center policies, procedures and quality assurance measures.
Properly directed inbound calls in phone queues to improve call flow.

Michels Corporation - Telesales Representative
Seattle, WA 04/2012 - 08/2013

Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided accurate and appropriate information in response to customer inquiries.
Demonstrated mastery of customer service call script within specified time frames.
Cold-called prospective customers to build relationship.
Fielded an average of 50+ customer service calls per day.
Completed documentation for product and service sales.
Recommended and helped customers select merchandise based on their needs.
Updated database with customer and sales information.
Evaluated competitors and performed market research.
Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
Informed customers about sales and promotions in a friendly and engaging manner.
Processed up to 5+ customer orders per day.
Tracked down sources of special products and services to meet customers' special needs.
Achieved 40+ monthly sales, meeting and exceeding sales quota.
Trained new employees on company customer service policies and service level standards.

D&J Appliances - Office Administrator
City 02/2016 - Current

Generated shipment invoices, prepared packages and set up courier deliveries for customers
Organized workloads to streamline tasks and efficiently oversee day-to-day operations under tight deadlines
Monitored calendars and scheduled appointments based on technicians availability and established load limits
Managed office functions, greeted and responded to requests for information
Backed up human resources department in handling benefits paperwork, employee incident reports and data entry to maximize team efficiency
Liaised between internal and external stakeholders, providing updated project satus and performance reports
Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members
Developed and implemented successful customer relations strategies, opening up communication and dramatically increasing satisfaction scores
Trained office staff in system software for daily data entry and special projects while ensuring service quality and efficacy
Worked with vendors to obtain quotes, negotiate contracts and handle 20-25 shipments per week
Developed long-term budgets covering office supplies, inventory, and equipment maintenance
Met incoming customers with professional approach and provided friendly, knowledgeable assistance
Processed financial documents including contracts, expense reports and invoices
Updated databases with work order data, verified changes in information and maintained 100% accuracy
Educated and motivated managers and staff to identify sale and c.o.d. opportunities
Coordinated schedules, administrative functions, quality assurance and process improvements
Maintained detailed administrative and procedural processes to improve accuracy and efficiency
Maintained company accounting records by entering accounts payable, accounts receivable, invoices and expense reimbursements
Interacted professionally with both customers and inside personnel, answering questions and responding to phone and email inquiries
Provided onboarding to new employees and supported all departmental members, resulting in increased productivity and performance
Replenished office supplies when inventory became low and placed new orders for restocking
Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays
Communicated openly with customers about status of workorder and repair processes to maintain satisfaction
Offered technical expertise to customers, administrative staff and business leaders to accomplish smooth and ongoing productivity

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Resume Overview

School Attended

Atlanta Technical College
CGS

Job Titles Held:

Hardware Technical Support Representative
Retention Representative
Telesales Representative
Office Administrator

Degrees

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