LiveCareer-Resume

hosting support agent level 2 resume example with 7+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments.

Core Strengths
  • Energetic work attitude
  • Customer service expert
  • Critical Thinker/Questioner
  • Seasoned in conflict resolution
  • Strong organizational skills
  • Active listening skills
  • Large Merchant Service expert
  • Strong leadership skills
Accomplishments

Sales

  • Consistently generated additional revenue through skilled sales techniques.

Customer Assistance

  • Worked with company systems such as Live Support and diligently assisting in integrating shopping carts and payment gateway systems.
  • Reliable metrics each and every quarter while at PayPal and First Data.

Customer Interface

  • Assisted customers over the phone regarding store operations, product, promotions and orders as well as best used practices within the Credit Card Industry.

Experience
Hosting Support Agent - Level 2, 05/2014 to 08/2016
SocialcodeLos Angeles, CA,
As a Hosting Support Agent at GoDaddy I took 50+ calls a day from all types of customers. I would speak to customers who were just starting their website business and would educate them on various products and services GoDaddy offered while fixing their website errors.
 
I would take phone calls from top businesses regarding their server status and services. I would tech any problems on our side and resolve any issues I could. However GoDaddy had a strict "scope of support" that I had to stay within so I could not fix everything. For those situations we would at least point them in the right direction by doing breif research and send any help articles we would find helpful.
 
As a Level 2 agent, I worked every phone queue. From sales to straight tech support, from newbies to hard core web developers I did it all at GoDaddy.
 
I would also assist our server administrators with any tickets that needed to be completed. Tickets were created on a case by case basis either something broke on our end or we would need to explain what happened to the customer and what steps they can take to resolve the issue. I would complete tickets during my shift while still taking phone calls. 
 
My experience at GoDaddy has been priceless and I thank them for giving me additional knowledge and education in this field that I have grown a love for.
Payflow Support Agent (Agent level 4), 05/2012 to 08/2014
PayPalCity, STATE,

Payflow Support (agent level 4)– My responsibilities included updating merchant websites so that PayPal can be their processor. Additionally updating websites with PayPal/BillMeLater branding. I Also assisted with integrating their payment page gateway as well as any third party software.


Merchant Services (Agent Level 1) – I was the point of contact for small to medium businesses. I would resolve issues that ranged from technical problems to issues with disputes/claims and transactional disputes. I would also look out for any missed opportunity to assist in growing their revenue and future business needs.


Agent Assist Line - My duties included taking escalations from merchants and educating them on best used practices. I would also take responsibility to make administrative decisions such as refund outside of our guidelines and making exceptions outside of our policy. I would also be asked to hold regular one on one coaching sessions with agents that needed additional assistance recommended by their supervisor.


Training Skills - Developed training material used to train new hires as well be conduct both classroom and personal development. I would hold three eight hour classes for each new hire class, ranging from our employee interface (SalesForce, PDA3, ATG) to our products (Payflow Pro, PayPal Advanced, PayPal Pro, Payflow Lynk). During their first couple weeks on the floor assisting merchants I would hold regular check ups and answer any questions that may have come up while on the job.

Account Manager, 02/2009 to 05/2012
First DataCity, STATE,

Account Management - Account Manager for inquiring merchants seeking lower rates on their processing fees. I was responsible for acquiring these merchants on behalf of First Data Merchant Services. Leads were given to us weekly where we were expected a 60% close percentage. I averaged a 68.5% close rate. I also took inbound phone calls from my existing portfolio that housed over 30 large merchants averaging over $60,000 a month in revenue.

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Resume Overview

School Attended

    Job Titles Held:

    • Hosting Support Agent - Level 2
    • Payflow Support Agent (Agent level 4)
    • Account Manager

    Degrees

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