Technical Support Representative resume example with 18+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,

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.

  • 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


  • 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.


  • 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.


  • Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.

09/2014 to Current Technical Support Representative Packsize 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 Current Administrative/Manager Hyatt 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 08/2014 Business Specialist Assistant Loan 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 02/2014 Retention Specialist Nidec 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 04/2013 Loan Specialist Nidec 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 10/2012 Customer Service Representative Nidec 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 04/2012 Customer Service Representative Chenega 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 08/2011 Customer Service Representative Convergys 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 08/2011 Personal Care Assistant/ Home-Health Aide Interim 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 11/2006 Administrative Assistant Carol'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
Expected in Associate | Health Care Administration Colorado Technical University, , GPA:
Associate Degree in Health Care Administration anticipated January 2016 Colorado Technical University, Current GPA 3.67

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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Resume Overview

School Attended

  • Colorado Technical University

Job Titles Held:

  • Technical Support Representative
  • Administrative/Manager
  • Business Specialist Assistant
  • Retention Specialist
  • Loan Specialist
  • Customer Service Representative
  • Customer Service Representative
  • Customer Service Representative
  • Personal Care Assistant/ Home-Health Aide
  • Administrative Assistant


  • Associate

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