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technical support representative resume example with 2 years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Education
Expected in 01/2023 to to Counseling | Biblical Studies West Coast Baptist College, Lancaster, CA GPA:
  • International Jewish Ministries Scholarship Recipient
  • Chess Club Member
  • Drama Club Member/ Leading Lady
  • Theta Kappa Mavericks Member
  • Elected to Student Body Rep for Theta Kappa Mavericks in 2022
  • Elected Captain of Intramural Collegian Sports and Activities Coordinator
  • Extracurricular Activities: Volunteer 3-year old Bible Teacher
  • Extracurricular Activities: Volunteer K-1st grade Bible Teacher
  • Extracurricular Activities: Over 1600 hours of community outreach and service.
Expected in 07/2021 to to High School Diploma | Liberty Christian School, Richland, WA, GPA:
  • Honoree of High Honors
  • Essence of Liberty Scholarship Recipient
  • UPTO Claud Leinbach Scholarship Recipient
  • 3.78 GPA
  • Completed AP course in Calculus 1
  • Completed AP course in Advanced Chemistry
  • Relevant Coursework: Forensic Science & Personal Health and Wellness
  • Extracurricular Activities: Varsity Volleyball
  • Extracurricular Activities: Varsity Basketball
  • National Society of High School Scholars Member
  • Key Club Member/ Officer: Treasurer
  • Society of Christian Athletes Member
  • Elected Captain of Varsity Volleyball
  • Awarded Positive Mental Attitude and Leadership Award
  • summa cum laude graduate
Professional Summary

Detail-oriented tech support rep with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 1 and 2 support knowledge. Organized and meticulous employee able to work at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.

Accomplishments
  • Asked to play for multiple church services.
  • Asked to accompany choir rehearsals and performances.
  • Performed as a soloist in musical concerts.
  • Multiple stage performances for large audiences.
  • Several encoures given.
  • 14+ years of Piano lessons.
  • Taught piano lessons to elementary students.


Skills
  • Mobility Devices
  • Configuring Devices
  • Customer Service Expertise
  • Windows 10
  • Customer Support Needs Assessment
  • Data Recovery
  • Data Connectivity
  • Apple IOS
  • MS Office and Apple IOS Proficiency
  • Troubleshooting and Assistance
  • Software Diagnosis
  • Account Management
  • Advanced Math Skills
  • Outstanding Interpersonal Abilities
  • Great Team Player
  • Customer Service Best Practices
  • Team Collaboration
Work History
08/2022 to 01/2023 Technical Support Representative Adt Security Services | Godley, TX, Lancaster, CA
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and data.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Managed high levels of call flow and responded to technical support needs.
  • Activated accounts for clients interested in new services.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Collaborated with colleagues in both domestic and international support facilities.
  • Resolved system, hardware and telephone issues within 3 hours, improving efficiency among departments.
  • Fielded average of 45 inbound phone calls to deliver support and remotely resolve service issues.
08/2021 to 06/2022 Call Center Customer Service Representative Penske Automotive Group | West Long Branch, NJ, Lancaster, CA
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Answered over 30 calls per shift to meet fast-paced call center demands.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Detailed payment options and transferred customers to billing department for payment or further questions regarding bill.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Recorded actions taken, issues resolved and new information to effectively manage customer accounts.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Answered average of 25 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing information.
08/2021 to 05/2022 Student Custodian University Of Utah | Murray, UT, Lancaster, CA
  • Kept building spaces premises clean inside and outside.
  • Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting.
  • Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces.
  • Checked in and stocked inventory throughout facility.
  • Ran variety of cleaning machines such as floor machines designed to strip, wax, extract and top scrub floors and carpets.
  • Moved furniture for cleaning and set up for special events.
  • Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
  • Set up, arranged and removed decorations, tables, chairs, ladders and scaffolding to prepare facilities for large events.
  • Reported vandalism or other damage to property to supervisor.
  • Organized daily cleaning schedules for custodial team.
  • Assembled basic furniture and supplies for offices and other multi-use rooms.
  • Maintained cleanliness of restrooms by washing down and properly sanitizing walls, floors and toilets.
  • Performed daily facility checklists for cleaning floors, wiping down glass entryways and collecting trash.
  • Emptied waste paper and other trash from premises and moved to appropriate receptacles.
  • Helped outside crew complete grounds maintenance tasks such as mowing grass, trimming bushes and removing debris.
  • Used hand trucks or manually lifted supplies, equipment and heavy furniture.
  • Assisted with special facility events by preparing rooms, installing decorations and transporting supplies.
  • Promoted building security by locking doors and checking electrical appliances for safety hazards.
  • Maintained optimal supply levels to meet daily and special cleaning needs.
  • Responded immediately to calls from personnel to clean up spills and wet floors.
  • Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
  • Used vacuum and shampooers to clean carpeted areas in offices, lobbies and corridors.
11/2020 to 08/2021 Sales Representative Marketsource | Clermont, FL, Pasco, WA
  • Increased sales by offering advice on purchases and promoting additional products.
  • Achieved monthly sales goals by promoting product benefits and enrolling new clients.
  • Retained excellent client satisfaction ratings through outstanding service delivery.
  • Trained and mentored new sales representatives.
  • Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Assisted in product placement and visual merchandising, maintaining attractive and inviting appearance.
  • Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
  • Evaluated inventory and delivery needs and optimized strategies to meet customer demands.

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Resume Overview

School Attended

  • West Coast Baptist College
  • Liberty Christian School

Job Titles Held:

  • Technical Support Representative
  • Call Center Customer Service Representative
  • Student Custodian
  • Sales Representative

Degrees

  • Counseling
  • High School Diploma

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