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senior customer care analyst resume example with 11 years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Professional Summary

Highly motivated, detailed, results-oriented and customer focused professional with 18 years of experience in providing customer support in a fast paced environment. Maintained largest profile clients, and handled highly escalated and at risk clients concerns. Well-coordinated in addressing problems, investigating root causes and implementing successful resolutions.

Skills
  • Customer Relations
  • Customer Service
  • Troubleshooting
  • Problem Solving
  • Analytical skills
  • Root Cause Analysis
  • Detail-oriented
  • Communication
Education
Angeles University Foundation Philippines, Expected in 04/2004 Bachelor of Science : Computer Science - GPA :
Accomplishments

    America Support MVP (Cheers for Peers) - 2017

Work History
Northrop Grumman - Senior Customer Care Analyst
, , 01/2016 - Current
  • Act as the subject matter expert and team lead within the US region.
  • Assist, trains and provides customer support to internal and external users with license activation across all product lines.
  • Lead process improvement and problem-solving efforts to create standard procedures and licensing escalation policy for Customer Care team.
  • Recommend changes, improvements or enhancements in products to product team based on customer feedback.
  • Collaborate with IT, Product Engineering, Renewals and Sales Operations team on NPI or UAT projects which include system implementation, system migration, enhancement requests and bug fixes.
  • Represent Support team with user testing for new product offerings prior to release by providing input into developing and modifying systems, conducting user acceptance testing to ensure successful rollouts.
  • Identify and track system defects and supports IT team in resolving problems with focus on documenting defects and performing root cause analysis.
  • Document licensing and fulfillment processes and develops internal procedures to ensure consistency on process.
  • Perform data analysis and troubleshoot license fulfillment problems to ensure all orders and requests for licenses are fulfilled and acknowledged.
  • Troubleshoot administrative customer issues, including login and password problems, asset and account information and software entitlement.
  • Liaise with IT, Sales, Renewals and Order Management team to resolve license delivery errors and account issues.
  • Monitored all in-transit and urgent RMA dispatches to guarantee on time delivery according to service level agreements.
  • Collaborate with Inventory, Logistics team and transportation partners to ensure timely and accurate deliveries of service part replacements to customers.
  • Create support documentation that empowered and enabled user to find resolutions to questions without intervention from support team.
  • Resolve concerns with products or services to help with retention and drive sales.
TeachScape Inc. - Configuration Analyst
, , 07/2012 - 12/2015
  • Acted as Implementation Specialist to small customers by assisting them from onboarding, licenses setup and activation and configuration.
  • Led product licenses setup and renewals for 400+ new school districts around country and few schools globally.
  • Managed high volume of user account maintenance related to product licensing and access using different software platforms.
  • Maintained largest profile clients, and handled highly escalated and at risk clients concerns.
  • Assisted in migrating user accounts and customer data from old to new platform.
  • Constructed ad hoc reports for clients and management using Excel and Tableau.
  • Researched extensively for fixes and developed solutions to unresolvable provisioning issues.
  • Provided mentoring and training to new team members to establish consistency, efficiency, accuracy and quality in provisioning processes.
  • Developed internal procedures and implemented process improvements to ensure quality of provisioning and licensing process.
  • Participated in testing and users access validation using test, QA and production environment.
  • Represented and acted as point of contact for big provisioning projects.
  • Worked closely with Sales, Finance, Account Executives, Implementation Managers, Training and Engineering department to address simple to complex licensing and access issues raised by customers in a timely and efficient manner.
Stream Global Services - Technical Support Product Lead
, , 07/2010 - 01/2012
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Researched for new fixes, investigate issues related to Internet connectivity, browsing, emails and AOL software.
  • Provided real-time support to Level 1 phone and chat support agents via AOL chat room.
  • Responsible in handling retention calls by saving customer’s subscription related to technical issues.
  • Handled highly escalated client’s concerns and issues.
  • Developed and strengthened knowledge base content for newly identified solutions.

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Resume Overview

School Attended

  • Angeles University Foundation

Job Titles Held:

  • Senior Customer Care Analyst
  • Configuration Analyst
  • Technical Support Product Lead

Degrees

  • Bachelor of Science

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