Loyal ambitious leader with a proven track record of mentoring and motivating my peers while providing best in class customer service and promoting a strong client relationship. Experience in environments requiring critical decision making and innovative thinking.
Skills
Multitasking and Prioritization
Resolving Problems and Incidents
System Performance Assessment
Technical Troubleshooting
Teamwork and Collaboration
Organizational Skills
Documentation Development
Verbal and Written Communication
Account Administration
Error Detection
Time Management
Problem Solving
Experience
Senior Technical Support Advisor, 04/2018 - 06/2019 Domo – American Fork, UT,
Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
Developed robust online knowledge base for support staff to reference when responding to requests for assistance.
Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
Responded to individual tickets every week to provide end-user support on systems and software.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Supported employees with advanced troubleshooting on helpdesk tickets.
Assisted in technical support process refinement to improve customer service and support.
Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Organized repair and replacement of PC components and systems.
Lead of Service, 04/2017 - 12/2017 Bd (Becton, Dickinson And Company) – Warwick, RI,
Processed payments and returned accurately receipts, cash, coin and cards to customers.
Checked store shelves and restocked products from inventory in back room.
Greeted patrons warmly at store entrance and offered assistance with finding needed items.
Scanned and bagged items and operated cash register to check out store patrons.
Created eye-catching merchandise displays to entice customers into store.
Monitored performance of sales team and implemented improved methods to close gaps.
Received shipments, signed off on packages and documented incoming items in computer system.
Trained and developed new team members to improve product knowledge and selling abilities.
Researched items at other locations to find products requested by shoppers.
Reported sales metrics and statistics to management and stakeholders.
Cross-trained on different positions to best support team during peak periods.
Achieved or surpassed company-defined sales quotas for multiple months.
Assisted with training, development and mentoring of sales employees.
Coached other employees in customer service strategies and successful selling techniques.
Managed cash register operations using POS system and processed sales and returns.
Communicated sales goals and key performance indicators to employees.
Production Coordinator, 02/2016 - 11/2016 Central Donation Centerr – City, STATE,
Prepared for production by checking inventory levels of items needed to complete work.
Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
Organized order information to prepare for production of [Item type].
Created and implemented production schedules to meet pick-up times.
Entered information into system to update status reports.
Sales Assistant Team Member, 05/2015 - 08/2015 InkSell – City, STATE,
Accepted and completed cash, check and credit card payments.
Built and maintained relationships with peers and upper management to drive team success.
Reviewed files, recordings and other documents to obtain information to respond to requests.
Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
Received and processed product returns and coordinated disposal of defective or broken items.
Priced out products for customers and drew up sales paperwork.
Processed orders through company system and coordinated product deliveries.
Used product knowledge to assist customers and suggest products.
Answered customers' questions about available products, prices and features.
Oversaw office administrative needs, including preparing presentations, coordinating materials and handling correspondence.
Gathered and organized important paperwork related to compliance, office needs and client documents.
Education and Training
High School Diploma: , Expected in 07/2012 - Victory Learning Center - San Antonio, TX, GPA:
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