Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Customer Service Representative bringing 12+ top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Skills
Active Listening
Communication
Computer skills
Customer service skills
Interpersonal skills
Leadership skills
Management skills
Problem-solving skills
Time management
Transferable skills
Language skills
Account Management
Desktop Support
Troubleshooting and Assistance
Business Development
MS Office Proficiency
Customer Service Expertise
Customer Support Needs Assessment
Staff Training
Data Connectivity
Software Diagnosis
Hardware Upgrades
Windows 10
Mac Systems
Data Recovery
Apple IOS
Support Ticket System Management
Microsoft Word
Customer Relationship Management
Stock Management
Service Standard Compliance
Call Center Operations
Multi-Line Phone Talent
Clerical Support
Order Processing
CRM Software
Customer Service
Reading Comprehension
Technical Support
Problem-Solving Skills
Distribution Services
Post Office Operations
Employee Performance
Automated Mail Processing Proficiency
Sorting and Labeling
Team Collaboration
Postal Service and Product Expertise
Postal Form Proficiency
Work History
08/2021 to 07/2022
Technical Support RepresentativeTrimble Navigation Limited Inc – Alpharetta, GA,
Collaborates with network services, software systems engineering and / or application development in order to restore service and / or identify problems
Maintains a troubleshooting tracking log ensuring timely resolution of problems
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Translated complex technical issues into digestible language for non-technical users.
Used ticketing systems to manage and process support actions and requests.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Documented support interactions for future reference.
Configured hardware and granted system permissions to new employees.
Identified potential sales and cross-selling opportunities and informed supervisor.
Promoted efficiency among departments with prompt resolution of system issues.
Researched product and issue resolution tactics to address customer concerns.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Responded promptly to incoming sales leads and requests for technical support.
Monitored systems in operation and quickly troubleshot errors.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Helped streamline repair processes and update procedures for support action consistency.
Maintained servers and systems to keep networks fully operational during peak periods.
Configured and tested new software and hardware.
Installed, configured and maintained computer systems and network connections.
Monitored system performance to identify potential issues.
Removed malware, ransomware, and other threats from laptops and desktop systems.
04/2021 to 06/2022
Customer Service RepresentateAppleOne – City, STATE,
Review, evaluate, and process applications submitted for rental and utility payments using an online platform while adhering the program’s high standards and expectations
Determine eligibility, months of assistance, and funding amount for individuals seeking assistance through ERAP
Understand ERAP requirements under the program guidelines and adhere to confidentiality standards
Engage in positive communication via email, phone, and landlords and tenants to request additional information needed to process applications
Responded to customer requests for products, services, and company information.
Provided primary customer support to internal and external customers.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Follow-up on email inquiries and track outreach to landlords and tenants for documentation written and numeric data
Collaborate with program team members to ensure timely processing of applications
Assist the Program Manager and Specialist Supervisor with trainings
Updated account information to maintain customer records.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered constant flow of customer calls with minimal wait times.
Tracked customer service cases and updated service software with customer information.
Maintain a strong knowledge of the federal requirements for the Emergency Rental Assistance Program and the County’s eligibility criteria.
11/2021 to 03/2022
High Value Associate/Customer Service AssociateAdvent Global Solutions, UPS – City, STATE,
Direct availability and allocation of materials, supplies, and finished products
Identify potential for loss and develop strategies to eliminate it
Communicate emergencies, delays and HAZMAT issues to appropriate personnel
Resolve problems for carriers,Monitor shipments for delivery Complete all necessary documents and paperwork.
Operated postage meters, mail sealers and labeling machines.
Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
Used automated mail processing equipment to sort and collate mail.
Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
Weighed letters and packages and calculated costs based on classification, weight, and destination.
Proved successful working within tight deadlines and a fast-paced environment.
Maintained accurate records of incoming and outgoing mail for reliable reference.
Created and distributed shipment invoices to maintain accurate account balances.
Processed and organized incoming mail for distribution to appropriate departments.
Set up automated mail-processing systems to maintain smooth sorting operations.
06/2019 to 02/2020
Transportation Clerk/Customer Service RepresentativeProLogistix – City, STATE,
Confer with customers about services, tariffs, specific transport conditions, advisable packaging and organizing freight into containers
Provided follow through on all calls with confirmations and dissemination of requested information.
Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Calculate costs, and provide offers for storage, insurance, etc
Identify and plan the most appropriate routes and means of transportation taking into account the nature of goods, costs, transit time and security
Dispose, arrange and monitor transportation and storage, and keep track of shipment through all phases of the journey
Demonstrated proactive and resourceful nature in solving transportation delays.
Utilized tracking numbers and bills of lading to determine delivery status.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Produced and shared customer service reports to support management decision-making.
Develop work schedules in line with priorities, devise and schedule shipment, record shipment data, such as weight, charges, space availability, and damages and discrepancies, for reporting, accounting and recordkeeping purposes
Contact carrier representative to make arrangements and to issue instructions for shipping and delivery of goods in accordance with customer requirements
Obtain, prepare, issue and check transportation documents to meet customs and insurance requirements, packing specifications, and compliance with overseas countries' regulations and fiscal regimes
Arrange insurance and assist clients in the event of a claim (e.g
Damage, loss)
Examine shipment contents and compare with records, such as manifests, invoices or orders, to verify accuracy
Arrange appropriate packing and delivery or warehousing of goods at their final destination.
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Resume Overview
School Attended
MITCHELL HIGH SCHOOL
Job Titles Held:
Technical Support Representative
Customer Service Representate
High Value Associate/Customer Service Associate
Transportation Clerk/Customer Service Representative