Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented call center representative with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Accomplishments
Promoted to Senior Help Desk after 4 months of employment.
Endorsements in software development and mobile applications.
Completed intensive training in database fundamentals and software engineering.
Recipient of individual and departmental awards for providing stellar client service.
Participated in various incentive programs and contests designed to support achievement of production goals.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Resolved product issue through consumer testing.
Skills
De-escalation Techniques
Order and Refund Processing
CRM Software
Courteous with Strong Service Mindset
Issue and Complaint Resolution
Upbeat and Positive Personality
POS Systems and Ordering Platforms
Understanding Customer Needs
Multitasking and Prioritization
Upselling Products and Services
Building Customer Trust and Loyalty
Responding to Difficult Customers
Customer Account Management
Data Entry and Maintenance
Customer Data Confidentiality
Verbal and Written Communication
Creative Problem Solving
Calm and Professional Under Pressure
Efficient and Detail-Oriented
Customer Retention Strategies
Sales Report Generation
Team-Oriented and Cooperative
Document and Records Management
First-Tier Technical Support
Call Volume and Quality Metrics
Establishing and Maintaining Customer Relationships
Strong Analytical and Problem Solving Skills
Proactive Self-Starter
Administrative and Office Support
Multi-Line Phone Systems
Business Development
Cultural Awareness and Sensitivity
Inbound and Outbound Calling
LiveChat Messaging
Billing Adjustments and Refunds
Promoting Brand and Company Identity
Inventory Management
Excellent Attention to Detail
Patient and Empathetic
Computer Proficiency
Merchandise Orders and Exchanges
Microsoft Exchange
Time Management
Work History
Tier 2 Customer Service Representative, 07/2020 to Current Tailored Brands – Ledgewood, NJ,
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Submitted service tickets for equipment maintenance requests.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Managed high levels of call flow and responded to all technical support needs.
Managed high levels of call flow and responded to all technical support needs.
Translated complex technical issues into digestible language for non-technical users.
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Activated accounts for clients interested in new services.
Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular , Website issues.
Collaborated with colleagues in both domestic and international support facilities.
Built and maintained internal knowledge bases for support products to expand available feedback and performance data.
Wrote and reviewed tickets to request maintenance to various types of equipment.
Used ticketing systems to manage and process support actions and requests.
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Conducted in-depth product and issue resolution research to address customer concerns.
Assisted customers with product selection based on stated needs, proposed use and budget.
Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Evaluated and responded to incoming sales leads and requests for technical support assistance.
Key Holder, 01/2020 to 07/2020 City Of Indianapolis And Marion County – Indianapolis, IN,
Assisted with team responsibilities by cleaning, managing cash registers and product merchandising.
Oversaw store operations by counting cash drawers, reviewing equipment management and supervising staff.
Educated customers about product and service offerings, special deals and newly released offerings to help each person make informed choices.
Supervised team workflow, including managing customer needs and delegating tasks to employees for optimal coverage.
Streamlined opening and closing procedures as integral member of store staff.
Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
Handled administrative tasks accurately, including scheduling employees, preparing bank deposit and drafting sales reports to keep daily processes running smoothly.
Increased sales by promoting new offerings and maintaining current knowledge of merchandise, sales and key product features.
Prepared merchandise for distribution and placement across sales floor by building pallets and tagging products.
Oversaw employee scheduling, inventory replenishment and other daily functions to maintain smooth operational flow and address surprise issues head-on.
Kept business operations moving smoothly by drafting sales reports, coordinating staff schedules and managing opening and closing procedures.
Engaged with customers to build rapport and promote long-term loyalty for increased sales.
Created financial reports and documentation for review by store management staff.
Completed store opening and closing procedures.
Counted out cash drawers and balanced totals.
Opened and closed store 4 days per week by counting registers, making deposits and storing and filing all daily paperwork.
Processed cash, credit, debit and check payments.
Trained and mentored new employees.
Improved customer service by projecting friendly and knowledgeable attitude.
Accepted and processed customer returns.
Opened inventory boxes and restocked shelves.
Received and counted money.
Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
Broke down boxes and disposed of trash.
Trained team members in successful strategies to meet operational and sales targets.
Operated POS system to total purchases and receive and process cash and credit payments.
Rotated stock according to dates and protocols.
Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
Coordinated store products and conducted inventory counts to maintain merchandise flow.
Constructed cardboard and window merchandise displays, organized shelves and racks and maintained clean sales floor to promote visually appealing shopping environment.
Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
Submitted reports to senior management to aid in business decision-making and planning.
Directed customers to correct store locations.
Monitored security areas during busy periods.
Used weekly financial data to analyze company growth and optimize operational strategies.
Vet Assistant, 02/2017 to 12/2019 Lake Pan Animal Hospital – City, STATE,
Cleaned and disinfected exam areas, surgical equipment and kennels to prevent diseases and control odors.
Assisted veterinarians with restraining animals during examinations to assess injuries.
Provided pet owners with excellent customer service and compassionate care for animals.
Scheduled appointments, answered phones, billed customers for services and maintained inventory to maximize office productivity.
Positioned animals for diagnostic imaging such as x-rays and scans.
Performed catheterizations, ear flushes, enemas, intravenous feedings, [Skill] and other procedures.
Answered owner animal health questions and advised on best care practices.
Collected patient biopsies and blood samples for laboratory analysis.
Recorded symptoms and documented medical observations to inform treatment decisions.
Provided care for animals before surgeries, administering anesthetics as necessary for overall comfort and health.
Triaged incoming patients to determine treatment needs and urgency of care.
Groomed animal coats, clipped claws and polished teeth for canines and felines.
Processed new patients and updated client records with key information using standardized registration systems and encrypted databases.
Aided veterinary surgeon with surgeries and procedures for domestic and exotic species with complex requirements.
Maintained and sterilized surgical instruments and equipment.
Aided with routine diagnostic tests by running bloodwork and reading fecal tests.
Cleaned and prepared treatment areas and exam rooms.
Restrained animals of different sizes and temperaments during appointments.
Bathed and dipped dogs afflicted with [Type] parasitic infections and applied specific medications for itch relief.
Administered medications to animals in treatment and documented changes in condition.
Education
High School Diploma: , Expected in 01/2019 Penn Foster Career School - Scranton, PA GPA:
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