Highly motivated Sales Associate with extensive customer service and sales experience. Outgoing sales professional with track record of driving increased sales, improving buying experience and elevating company profile with target market.
Skills
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Experience
Team Lead - Worldox Professional Technical Support, 11/2019 - Current Association Of American Medical Colleges – Washington, DC,
Led team of 15 support representatives in large customer contact center.
Assisted customers with various types of technical issues via email, live chat and telephone.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Informed senior leadership of product development issues discovered via technical support calls with customers.
Maintained helpdesk and maintenance activities between customer calls and vendor interactions.
Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Utilized automated systems to manage and track customer inquiries through to completion.
Managed customer system updates, informing clients of installation progress stages.
Aided in development of customer acclimation plans for helping clients adjust to implementation of new products.
Updated software versions with patches and new installations to close security loopholes and protect users.
Mentored other technologists and support professionals to provide professional development and skill enhancement.
Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
Senior Technical Support Specialist, 01/2012 - 11/2018 Adtalem Global Education Inc. – New York, NY,
Assumed remote control over customers' computers when necessary to resolve problems.
Walked customers through processes of installing software or hardware and initial program start up procedures.
Created historical records by documenting hardware and software changes and revisions.
Responded to [Number] individual tickets every week to provide end-user support on systems and software.
Served as level-three support escalation point for [Number]-member distributed support staff.
Resolved record-breaking backlog of support tickets following major system malfunction.
Developed and managed third-tier resolution process to resolve issues originating from customer retention team.
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.
Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.
Responded to support tickets within established timeframe to improve customer service.
Improved relationships with training organizations and school by remedying hardware and software issues with computers and various language labs.
Developed training materials, conducted webinars and authored wikis for user training and support use.
Assessed [Type] and [Type] issues to determine appropriate troubleshooting methods for remediation.
Collected, analyzed and reported on data for use in operational planning.
Oversaw and supported [Type] environments for on-site and virtual locations.
Technical Support Specialist, 01/2003 - 01/2012 World Software Corporation – City, STATE,
Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
Documented and updated case notes for each customer and work order.
Maintained compliance with established and updated policies and procedures with minimal supervision.
Worked with supervisors via live chat to address customer inquiries or technical issues beyond scope of expertise.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Monitored service orders to completion and closed service tickets.
Documented repair processes and helped streamline procedures for future technical support actions.
Cultivated client relations and drove retention by effectively authoring and updating technical documentation and manuals.
Assessed [Type] and [Type] issues to determine appropriate troubleshooting methods for remediation.
Education and Training
Certified Health Record Administration : , Expected in - Southern Alberta School of Technology - Calgary, Alberta, GPA:
: Bachelor of Science, Expected in - University of Calgary - Calgary, Alberta, GPA:
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School Attended
Southern Alberta School of Technology
University of Calgary
Job Titles Held:
Team Lead - Worldox Professional Technical Support
