Technical Support Representative skilled at resolving complex customer service issues in a timely manner. Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues. Highly effective Customer Service Representative with a varied background in tech seeking a challenging Data Entry position in an industry-leading firm.
Highlights
Troubleshooting proficiency
Mac iOS an OSX expert
Patient and diligent
Exceptional telephone etiquette
Accomplished with mobile devices
MS Office proficiency
Accomplishments
Reduced technical escalations to management from 22% to only 12% per day.
Top representative in department with customer satisfaction surpassing 95%.
Received additional compensation for maintaining a consistent high level of customer satisfaction
Experience
07/2015 to Current
Technical Support AdvisorConvergys - Lake Mary, FL
Created and updated customer records within the AppleCare database for all calls received.
Troubleshot hardware issues and worked with service providers to facilitate repairs.
Displayed courtesy and strong interpersonal skills with all customer interactions.
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.
Informed customers about issue resolution progress. Provided thorough support and problem resolution for customers.
02/2014 to 01/2016
Athlete-Cashier TeamNike Factory Store - Orlando, FL
Assisted with daily operations in areas including customer service, shipping, and sales.
Oriented guests on the sales floor with the proper departments to locate merchandise.
Trained new employees and explained protocols clearly and efficiently.
Soft-sold additional products.
02/2012 to 01/2014
Service CashierUniversal Orlando Resort - Orlando, FL
Developed and maintained positive customer relationships.
Maintained rapport with and catered to a diverse assortment of guests.
Advised customers on the dining and amusement options offered by Universal Orlando.
Education
December 2014
Bachelor of Arts: English CompositionUniversity of Central Florida - Orlando, FL, USEnglish Composition
July 2012
Associate of Arts: Journalism New MediaValencia College - Orlando, FL, USJournalism New Media
