Support Technician resume example with 6+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Customer Service Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Highlights
High customer service standards
Dedicated to process improvement
Devoted to data integrity
Strong problem solving ability
Troubleshooting skills
Proficient with Microsoft Office Suite
Proficient in customer account software
Familiar in AVAYA, Mainframe, UNIX, and Active Directory software
Accomplishments
Managed call flow with up to 50 calls in queue per minute. Exceeded corporate target for customer satisfaction for 3 months in a row.
Experience
Support Technician , 04/2012 to 05/2014 Canon Solutions America – Itasca, IL,
Provided 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.Maintained composure and patience in face of difficult customer situations.Maintained composure and patience in face of difficult customer situations.
Processed an average of 100 inbound technical support calls. l trained new employees and explained protocols clearly and efficiently.Provided thorough support and problem resolution for customers. inbound and outbound technical support calls.
Customer Care Specialist, 10/2011 to 04/2012 Marriott International – Solana Beach, CA,
As an AT&T Representative I provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Addressed customer service inquiries in a timely and accurate fashion.
Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Built customer loyalty by placing follow-up calls for customers who reported product issues.
Customer Care Specialist, 10/2009 to 01/2011 Marriott International – South Burlington, VT,
Provided cardholders accurate information regarding billing, card, and fraud inquiries in appropriate timeframes. Collected customer feedback and made process changes to exceed customer satisfaction goals.Made reasonable procedure exceptions to accommodate unusual customer requests.
Addressed customer service inquiries in a timely and accurate fashion. Achieved customer satisfaction rating of 90% for 3 consecutive months
Sales Associate, 06/2008 to 10/2009 Sunrise Senior Living – Monterey, CA,
Marked clearance products with updated price tags. Processed all sales transactions accurately and in a timely fashion. Built and maintained effective relationships with peers and upper management.
Communicated merchandise needs and issues to appropriate supervisors in a timely fashion.Completed floor replenishment to guarantee size availability and promote customer satisfaction.
Sales Associate, 06/2008 to 2009 Sunrise Senior Living – Overland Park, KS,
Communicated merchandise needs and issues to appropriate supervisors in a timely fashion. Balanced the needs of multiple customers simultaneously in a fast-paced retail environment. Processed transactions each day in a timely manner.
Maintained visually appealing and effective displays for the entire store. Consulted with customers on the latest styles and trends. Completed floor replenishment to guarantee size availability and promote customer satisfaction. Communicated merchandise needs and issues to appropriate supervisors in a timely fashion. Unloaded trucks, stocked shelves and carried merchandise out on the floor for customers.
Sales Representative, 06/2007 to 06/2008 Kt&G – Omaha, NE,
At Simply Wireless I sold cell phones and accessories for Alltel, Sprint, and Suncom. I also, Informed customers about all product lines and services offered by the company. Built and maintained effective relationships with peers and upper management Offered direction and gave constructive feedback to motivate team members. Built customer confidence by actively listening to their concerns and giving appropriate feedback.Educated customers on product and service offerings.
Kept the showroom clean and maintained neat, orderly product displays. Completed floor replenishment to guarantee size availability and promote customer satisfaction.Communicated store policy violations to the leadership team in a timely manner. Directed strategic and brand-appropriate marketing initiatives to improve presentation and maximize sales. Opened and closed the store, which included counting cash drawers and making bank deposits.
Education
High School Diploma: , Expected in 6 2006 East Forsyth High School - Kernersville, Nc GPA: GPA: 3.0 GPA: 3.0
Skills
Can type 50wpm, able to toggle multiple screen while accessing and solving customer needs in a timely manner. Adaptive and flexible to changes that need to be made to improve customer or company needs
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