Technical Support Representative resume example with 18+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Committed and motivated Administrative Assistant with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and great initiative.Energetic and reliable Office Manager skilled with working with a diverse group of people.Quality-focused billing professional successful at settling patient and insurance accounts.
Highlights
Energetic customer service professional with solid experience providing diverse customer support in high-volume call center environments
Twelve years of successful customer service and support with recognized strengths in account maintenance, management, multi-line use, problem-solving, sales support, and troubleshooting
Excellent time management while maintaining exceptional attention to detail
Previous high volume call center experience
Intermediate computer skills including experience with Microsoft Office applications
Provider of first-rate customer experience and strong customer relationships
Microsoft Office
Deadline-oriented
Spreadsheet development
Report analysis
QuickBooks
Health insurance processing
Insurance eligibility verification
Schedule management
Problem resolution
Accomplishments
Administration
Answered multiple phone lines, transferred calls to corresponding departments, filed patient records and billed accordingly.
Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.
Scheduling
Managed daily schedules and sales leads for all Sr. and Jr. Loan Officers.
Data Organization
Improved office organization by compiling quarterly budget reports, financial spreadsheets, organizational charts and company data reports using advanced Microsoft Excel functions.
Multitasking
Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
Experience
09/2014 to CurrentTechnical Support RepresentativePacksize Llc | Albany, NY,
Provide quality customer service surrounding the company values
Greet and serve customers with the highest degree of courtesy and professionalism
Dispatch Orders
Schedule Orders
Assist customers in troubleshooting and resolving issues with company products
Assist customers in resolving data-related issues with complex provisioning, home networking, e-mail and static IP issues and other high-speed data inquiries
Determine customer needs in order to sell or upgrade Suddenlink services
Identify products and services for new or existing customers by maximizing sales opportunities
Promote and execute current marketing campaign information
Ensure customers understand operating requirements of all products
Establish customer accounts using the applicable billing system
Explain bills and company policies and procedures concerning prices, billing and service
Ensure revenue goals are met and exceeded by identifying the added values and benefits of products and services
Access customer databases or other electronic files and/or paper reference material to locate customer records and research account history
Accurately and effectively enter pertinent information to customer account including credits, payment and billing information
Contact customers regarding company services
Complete required learning for Call Center Representative I
01/2003 to CurrentAdministrative/ManagerHyatt Hotels Corp. | Washington, DC,
Managed team of 20 professionals.
Surpassed revenue goals in four consecutive quarters.
Administered all point of sale opening and closing procedures.
Operated a cash register to process cash, check and credit card transactions.
Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
Took daily inbound calls and key-entered orders, faxes, backorders and credit memos for assigned accounts and clients.
Served as central point of contact for all outside vendors needing to gain access to the building.
Organized files, developed spreadsheets, faxed reports and scanned documents.
02/2014 to 08/2014Business Specialist AssistantLoan Depot | Jacksonville, FL,
Maintained a positive attitude while creating and delivering happiness
Fielded calls for countless businesses worldwide
Handled customer response on first-call basis
Paid careful attention to accounts
Assumed the role of a receptionist, technical support, and appointment scheduler
04/2013 to 02/2014Retention SpecialistNidec Motors | Akron, OH,
Interacted with customers by telephone to meet retention goals by offering recommendations of products and services to ensure customer satisfaction and customer retention
Met contact center objectives through practicing organizational and time management skills including, but not limited to, prioritizing work and requesting additional work when appropriate
Completed and process service orders, and daily reports accurately and in a timely manner
Analyzed sale reports to improve cross-selling and upselling for products referral
Ability to identify customers financial needs, goals, and objectives
Enters appropriate information accurately via computer terminal, forward documentation to necessary personnel, and follow-up with customer by telephone and/or letter; coordinate service installation with customers and appropriate departments, and other companies as necessary
Maintained a thorough and accurate knowledge of CenturyLink service offerings, promotions, policies and procedures
Utilized retention tools to retain revenue on every call
Actively participated in all necessary coaching in a manner that generated successful change
Actively and effectively supported and modeled organizational vision, values and goals
Functioned as a team player in peer relationships
Maintained confidentiality of customer information
10/2012 to 04/2013Loan SpecialistNidec Motors | Scottsdale, AZ,
Provided a consistent level of outstanding service to internal/external clients
Managed work time responsibly and efficiently
Sought to serve other team members when all individual responsibilities are caught up
Used proper, professional etiquette in all forms of communication (in-person, phone, email, etc.)
Developed clear understanding of billing procedures
Identified customers' financial needs, goals, and objectives
Developed the ability to navigate and utilize internal systems and databases
05/2012 to 10/2012Customer Service RepresentativeNidec Motors | Fort Wayne, IN,
Sold or upgraded products and services by determining customer needs
Developed a rapport with customers by supporting all Help Desk operations including receiving incoming calls and resolving issues
Assisted customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps
Resolved service and products including but not limited to, analog video, digital video, DVRs, HD, High Speed Internet, Home Networking and Digital Telephone by directing customers through a series of troubleshooting steps
Resolved questions / concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding values
Educated customer on use of their PC equipment such as browser, use of email, changing passwords and other member services features
Effectively used troubleshooting tools to diagnose equipment or network issues
Handled inbound calls effectively and efficiently through the use of proactive customer service and call control techniques
Resolved problems on the first call and with a minimum of transfers by consistently improving personal technical knowledge and understanding
Adhered to assigned work schedule and work additional hours, based on business needs
11/2011 to 04/2012Customer Service RepresentativeChenega Corporation | Saint Marys, GA,
Answered calls professionally and responded to customer inquiries
Researched required information using available resources
Provided customers with product and service information
Processed orders (EScripts, IVR, Fax), forms and applications
Resolved customer complaints while identifying priority issues that required escalation
Routed calls to appropriate resource
Produced call reports and completed call logs
06/2011 to 08/2011Customer Service RepresentativeConvergys Work At Home | City, STATE,
Answered calls professionally and responded to customer inquiries
Researched required information using available resources
Provided customers with product and service information
Resolved customer complaints while identifying priority issues that required escalation
Sold or upgraded products and services by determining customer needs
05/2011 to 08/2011Personal Care Assistant/ Home-Health AideInterim Home Health Care | City, STATE,
Provided daily ADL's while also performing active and passive ROM
Managed to help disabled and mentally impaired clients and those with chronic illness,
Prepared and served meals as needed
Accomplished common household chores, provide transportation to other locations, offer assistant with personal hygiene and provide emotional support when needed
03/2003 to 11/2006Administrative AssistantCarol's Variety Home Health Care | City, STATE,
Received and filed incoming letters and documents
Maintained company records utilizing Microsoft Office applications and QuickBooks
Created customer base and close relationships with patrons of corporation
Welcomed incoming company visitors
Prepared financial plans and budgets
Completed administrative tasks including answering calls, data entry, medical billing and coding, office equipment management, meeting scheduling
Education
Expected in Associate | Health Care AdministrationColorado Technical University, , GPA: Associate Degree in Health Care Administration anticipated January 2016 Colorado Technical University, Current GPA 3.67
Skills
Administrative Assistant, Administrative Tasks, Answering multi-line phones, Handle Outbound Calling, Billing, Coding, Budgets, Data Entry, Medical Billing, Medical Invoicing, Microsoft Office, Quickbooks, Scheduling, Receptionist, Customer Service, Retail Sales, Telephone, Technical Support, Databases, Customer Service Representative, Networking, Coaching, Documentation, Satisfaction, Selling and Team Player, Time Management,Customer Inquiries, Call Center Representative, Customer Accounts, Dispatch, Greet, Marketing, Marketing Campaign, Provisioning, Sales, Basis, Etiquette, Account Maintenance, Customer Support, Energetic, High Volume Call Center, Maintenance, Model-view-presenter, Problem-solving, Sales Support, Analog, Analog Video, Help Desk, Incoming Calls, Modem, Operations, Proactive, Self Motivated
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