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technical support representative resume example with 10+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary

Enthusiastic and Dependable hardworker with 10+ years of experience in and with different typesemployees. Talented at workflow oversight, leading all types activities and coaching workers. Decisive leader with clear direction and excellent problem-solving skills.

Skills
  • Data collection and analysis
  • Process optimization
  • New product introductions strategies
  • Cost reduction and containment
  • Budgeting and forecasting
  • System upgrades
  • Application preparation
  • Product knowledge
  • Sales techniques
  • Event planning and execution
  • System maintenance and repair
  • Relationship building
  • Inbound and outbound calling
  • Loss prevention
  • Employee management
  • Social integration
  • Report writing and analysis
  • Documentation and reporting
  • Multi-line phone systems
  • Credit and collections
  • Troubleshooting
Work History
04/2019 to Current
Technical Support Representative Ebsco Industries Glendale, CA,
  • Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • 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.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Identified potential sales and cross-selling opportunities in course of delivery of support services.
  • Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
03/2017 to 03/2019
Customer Service Representative Kisco Senior Living, Llc Anaheim, CA,
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Answered constant flow of customer calls with up to 30 calls in hold waiting
  • Provided information to customers regarding Duke Energy charge card and loyalty program and helped to open and activate new accounts.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Answered constant flow of customer calls with minimal wait times.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Responded to customer requests for products, services and company information.
  • Provided information regarding charge accounts and loyalty programs.
  • Delivered prompt service to prioritize customer needs.
04/2014 to 01/2017
Customer Service Representative Kisco Senior Living, Llc Walnut Creek, CA,
  • Restocked, arranged and organized merchandise in front lanes to drive product sales.
  • Processed POS transactions, including checks, cash and credit purchases or refunds.
  • Assisted customers by answering questions and fulfilling requests.
  • Mentored new team members on POS system operation, customer service strategies and sales goals.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Provided primary customer support to internal and external customers.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Recommended products to customers, thoroughly explaining details.
  • Answered constant flow of customer calls with minimal wait times.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Responded to customer requests for products, services and company information.
  • Provided information regarding charge accounts and loyalty programs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Delivered prompt service to prioritize customer needs.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
05/2009 to 08/2012
Customer Service Representative Kisco Senior Living, Llc South Jordan, UT,
  • Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
  • Responded to customer requests for products, services and company information.
  • Communicated with vendors regarding back order availability, future inventory and special orders.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Provided primary customer support to internal and external customers.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Answered constant flow of customer calls with minimal wait times.
  • Recommended products to customers, thoroughly explaining details.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Provided information regarding charge accounts and loyalty programs.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained staff on operating procedures and company services.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Created and maintained detailed database to develop promotional sales.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Expected in 11/2019 to to
Associate Degree : Medical Assisting
Jes Health Services - Montgomery AL,
GPA:
Expected in 12/2022 to to
Current Student: Psychology
Alabama State University - Montgomery, AL
GPA:
Expected in 2009 to to
High School Diploma:
Escambia County High School - Atmore, AL
GPA:

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Resume Overview

School Attended

  • Jes Health Services
  • Alabama State University
  • Escambia County High School

Job Titles Held:

  • Technical Support Representative
  • Customer Service Representative
  • Customer Service Representative
  • Customer Service Representative

Degrees

  • Associate Degree
  • Current Student
  • High School Diploma

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