Premier Support Solutions Supervisor Resume Example

As a Technical lead I provided support to front line representatives.

This support includes assisting agents with technical devices as well as questions an agent might have regarding a call they are working on.

I attend to them from multiple sites through our chat system referred to as Service now. This tool allows me to obtain multiple chats at once to increase proficiency when assisting agents. Additional task include doing Tech Sessions with agents which assist an agent in an areas of opportunity.

While doing a Tech Session I have the ability to coach an agent to improve their performance, as well as setting goals and executing them with an agent to meet proficiency required.

Duties and Responsibilities:

• Promptly respond to escalated customers, inquiries, compliments, or complaints.
• Able to handle calls in all Premier Solutions Support skills with high quality and customer.
• Able to handle calls in all Premier Solutions Support skills with high quality and customer resolution.
• Effectively communicate changes to Asurion policies and / or procedures in a timely fashion.
• Analyze individual and team statistics and identify ways to effectively measure performance.
• Able to actively coach individuals to success.
• Manage trouble tickets, where customer satisfaction intervention is necessary.
• Work as liaison to other Premier Solutions Support departments to identify subscriber service issues and to improve processes.

When in this position I was known as a Premier Support Solutions representative. I provided exceptional customer service and technical expertise. Customers called in for the purpose of resolving issues with devices such as laptops, tablets, smartphones, and other consumer electronics. Using various systems, applications and tools, I facilitated device setup and education. I was also responsible for troubleshooting if a service or feature was inoperable. I educated customers about device capabilities and wireless carrier data product offerings. After every customer interaction I logged customer data, including contact information, problem statements and resolutions. Using the appropriate tools and providing feedback to the organization on customer's issues and the resolutions of them. I also assisted with approving transfers throughout the day when my supervisor was not available to approve the transfers. I also worked closely with the new hires that were on the team.

In this role as a customer service agent I was responsible for persuading potential customers by answering products and services questions. I suggesting information about other products and services. I managed customers' accounts by recording account information. I also maintained customer records by updating account information. I resolved product or service problems by clarifying the customers complaints determining the cause of the problem, selecting and explaining the best solution to solve the problem and following up to ensure resolution.