Senior Technical Support Representative with 5 years in technical and customer support experience. Effectively identifies
problems using advanced troubleshooting skills. Also able to perform superior work under the pressure of rigid
Exceptional telephone etiquette
Patient and diligent
Vast technical knowledge
Accomplished with mobile devices
Seasoned in conflict resolution
Microsoft Office expert
Product Support SpecialistFeb 2016 to Current Google － Mountain View, Ca
Perform end-to-end bug management
Reporting to Product mgmt and Engineering teams
Multi channel issue monitoring and identification
Manage 15-25 bugs per day
Leading operations process improvements
Supported customers having data connectivity issues.
Senior Technical Support EngineerJun 2014 to Feb 2016 Demandforce, An Intuit Company － San Francisco, Ca
Managed escalated customer service issues which involve high attention detail and product positioning
Averaging about 8-10 escalated cases per day.
Windows Server knowledge
Deployment of program
Mentor and coached a support team of 11-17 people through direct support and targeted training, explained protocols clearly and efficiently.
Providing technical support to small business owners and managers while maintaining an average transactional Net Promoter Score of over 88%
Customer Service Representative (Call Center)Jul 2011 to Dec 2013 Wells Fargo － Concord, Ca
Accurately documented, researched and resolved customer service issues.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Met or exceeded service and quality standards every review period.
patiently when addressing negative customer
Exceeded monthly goals by successfully handling more than 125 calls per week.
Reduced technical escalations to management from 7-10 a day to only 0-1 per day.
Multiple technical awards for work performance.
Salesforce, Windows Server, MS Office, Windows XP, Apple, CRM, Customer Service, Mentoring, Management, protocols, quality, Technical Support, Troubleshooting