Residential Services SpecialistAug 2007 to Aug 2011 Leesville Residential & Employment Services - Leesville, LADeveloped highly empathetic client relationships and earned reputation for exceeding expectations. Cross-trained and provided back-up for other customer service representatives when needed.
DIrect Support WorkerAug 2011 to Mar 2012 Guardian Angels Care Services - Leesville, LAManaged quality communication, customer support and product representation for each client. Worked under strict deadlines and responded to service requests and emergency call-outs. Guaranteed positive customer experiences and resolved all customer complaints.
Store AssociateMar 2012 to Nov 2013 DeCA - Ft. Polk, LAMaintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity. Developed highly empathetic client relationships and earned reputation for exceeding sales goals. Computed accurate sales prices for purchase transactions. Worked as a team member performing cashier duties, product assistance and cleaning. Prepared and sold broad range of customized merchandise to individuals and commercial accounts. Resolved product issues and shared benefits of new technology. Expressed appreciation and invited customers to return to the store. Managed quality communication, customer support and product representation for each client.
Direct Support WorkerMay 2013 to Mar 2016 Guardian Angels - Leesville, LAProvided 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. 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. Supported customers having data connectivity issues. Informed customers about issue resolution progress. Provided thorough support and problem resolution for customers. Assisted customers with technical issues via email, live chat and telephone. Developed and maintained positive customer relationships. Reported important problems to management. Researched, resolved and followed up on customer issues. Maintained a calm, professional demeanor when faced with high demand, high volume workloads. 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. Assisted in process refinement to improve customer service and support. Troubleshot hardware issues and worked with service providers to facilitate repairs. Created new account, reset passwords and configured access for users.
Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
Received award for customer service recognition and ability to work well with the other team members.
Assisted in the managing of the company database and verified, edited and modified members' information.
Exceptional telephone etiquette
Patient and diligent
Vast technical knowledge
Strong organizational skills
Active listening skills
Seasoned in conflict resolution
Sharp problem solver
Energetic work attitude
Adaptive team player
MS Office proficiency
Accomplished with mobile devices
Coursework includes Computer Programming
System checks and troubleshooting
Virus and spyware removal
Computer diagnostics and repair
?Hardware support and troubleshooting
Advanced knowledge of diagnostic techniques
General Education2005Leesville High School - Leesville, LA, USA
I am a highly enthusiastic customer service professional with 8 years client interface experience. I am a reliable worker with an extensive track record of excellent customer service. I am results-driven and have a proven ability to establish rapport with clients. I have proven myself time and time again to be both highly-motivated, high-performing and dedicated to maintaining client satisfaction as well as contributing to overall company success. I am skilled at resolving complex networking issues. I am a critical thinker who addresses issues quickly and consistently, and regularly exceeds performance standards. I have an extensive IT background and truly enjoy troubleshooting to find solutions to technical issues as well as offering superior technical knowledge. I am enthusiastic about seeking to benefit an IT department with my strong leadership skills.