Talented Software Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting SaaS systems and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call.
Skills
Desktop support
Technical issues analysis
Windows 10
Troubleshooting Technical Issues
Customer Complaint Resolution
Account management
Staff education and training
Issue troubleshooting
Customer service expert
Complaint resolution
Product Knowledge
Good listening skills
Coaching and mentoring
Education
Jefferson State Community CollegeBirmingham, ALExpected in – –No Degree:General Studies - GPA:
Evangel Christian SchoolAlabaster, Expected in 05/2014 – –High School Diploma: - GPA:
Work History
Smithfield Foods, Inc. - Software Support Specialist Harpster, OH, 03/2022 - Current
Worked with software development team on reported errors and bugs on newly released software
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Provided primary customer support to internal and external customers.
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.
Responded to customer requests for products, services and company information.
Offered advice and assistance to customers, paying attention to special needs or wants.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Cross-trained and backed up other customer service managers.
Onetouch Direct - Warehouse Clerk New Port Richey, FL, 11/2021 - 03/2022
Checked packages and merchandise for damage and notified vendors.
Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
Compared shipments received with purchase orders to cross-reference goods ordered with goods received.
Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
Communicated with teammates and supervisors to maintain smooth operations and quickly handle any issues impacting warehouse operations or customer satisfaction.
Recorded information, shortages and discrepancies to keep records current and accurate.
Moved merchandise using pallet jacks and hand trucks.
Reviewed order slips, picked products and staged merchandize to be shipped.
Kept work areas neat, clean and free from debris.
Compared shipping orders and invoices against contents received to verify accuracy.
Packed, secured, labeled and applied postage to materials to prepare items for shipment.
Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.
Provided coverage option information to assist clients in protecting assets.
Obtained underwriting approval by completing application for coverage.
Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Promoted products and services using upselling and other sales strategies.
Calculated quotes and educated potential clients on insurance options.
Smithfield Foods, Inc. - Software Support Representative Hobbsville, NC, 09/2018 - 08/2021
Cross-trained existing employees to maximize team agility and performance.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Evaluated and responded to incoming requests for technical support assistance.
Identified potential sales and cross-selling opportunities in course of delivery of support services.
Broke down and evaluated user problems using personal expertise and probing questions.
Resolved concerns with little oversight.
Provided primary customer support to customers.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
State Of North Carolina - Warehouse Clerk Smithfield, NC, 02/2016 - 08/2018
Checked packages and merchandise for damage and notified vendors.
Alternated goods in inventory by observing first-in and first-out approach to keep shelves organized and properly stocked.
Compared shipments received with purchase orders to cross-reference goods ordered with goods received.
Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors.
Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
Communicated with teammates and supervisors to maintain smooth operations and quickly handle any issues impacting warehouse operations or customer satisfaction.
Recorded information, shortages and discrepancies to keep records current and accurate.
Moved merchandise using pallet jacks and hand trucks.
Reviewed order slips, picked products and staged merchandize to be shipped.
Kept work areas neat, clean and free from debris.
Compared shipping orders and invoices against contents received to verify accuracy.
Packed, secured, labeled and applied postage to materials to prepare items for shipment.
Factored shipping procedures, rates and routes in making determinations on best shipping methods for materials.
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