I routinely exceed call-handling goals, closing an average of 30 calls daily with a high first-call resolution ratio and an average acceptible talk time minutes -- well below 8-minute goal.
I diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.
I currently offer technical support as a level-1 help desk agent.
I troubleshoot and configure applications, provide network connection support, as well as customer input in to a ticketing system. I manage high call volume during peak hours in a timely manner. I also work effeciantly in queues (email and self service) that require a SLA time goal.
When working for Bolder Calls i did cold outbound calling to generate leads for car insurance companies. I was responsible for pitching a free insurance quote. I was efficient in entering customer information in to data base and insuring phone numbers are placed on a DNC list if asked to by customer.
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