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Tier 2 Customer Support Manager Resume Example

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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Service-oriented Customer Support Representative with 6+ years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.

Skills
  • Excellent customer service skills
  • Excellent verbal and written communication skills
  • KPI Accountability
  • Positive Reinforcement
  • Private and Secure Workspace
  • Customer service
  • Call Center
  • Quality assurance
  • Technical savvy
  • Jira
  • Zendesk
  • Salesforce
  • Self-starter
  • Excellent presentation skills
  • Proficient typing skills
  • Advanced G-suite
  • Expert analytical skills
  • Excellent rapport building
  • Inter-department collaboration
  • Customer Relationship Management Software (CRM)
  • Microsoft Outlook, Word and Excel
  • Adherence to high customer service standards
  • Effective problem solver
  • Troubleshooting
  • Detail oriented
  • Amazon Marketplace exp
  • Support Ticket System Management
Work History
01/2017 to Current Tier 2 Customer Support Manager Nes Associates | Germantown, MD,
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Identified and prioritized the most important quality problems in support tickets, and then developed clear and simple coaching to fix quality problems.
  • Analyzed product information to verify accuracy and drive corrective actions to closure.
01/2017 to Current Senior Software Developer Alta Equipment Group Inc. | Batavia, NY,
  • Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
  • Modified existing iOS & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
  • Introduced agile methodologies and effective development best practices to division to enhance product development.
  • Revised, modularized and updated old code bases to modern development standards, reducing operating costs and improving functionality.
  • Performed regression and system-level testing to verify software quality and function prior to release.
  • Designed new product elements such as image recognition, hand writing recognition, audio, video and device-to-device communication.
  • Collaborated with project managers to select ambitious, but realistic coding milestones on pre-release software project development.
01/2013 to 03/2017 Tier 1 Customer Support Representative Kelly Services-Apple | City, STATE,
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
  • Answered chats and emails in queue to provide technical, installation, and account support for Apple users.
  • Took Ownership of support tickets, following all necessary Apple processes and procedures.
  • Maintained high-level customer satisfaction at all times.
  • Proactively escalated orders/issues to Tier 2.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
  • Served as a first customer point of contact regarding routine service or software issues, assisted with troubleshooting issues, and entered service request into CRM systems.
  • Responded to customers on Apple.com via email and chat.
  • Developed an understanding of systems, processes, and procedures to accurately assist customers and advisors with their issues.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Triaged incoming requests and spotted trends in issues with customers to help improve overall experience.
  • Identified, reproduced, and documented bugs for our engineering team.
  • Effectively resolved customer inquiries in a considerate, accurate, and timely manner.
03/2008 to 01/2013 Customer Support Manager JDH Professional | City, STATE,
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Provided written coaching documentation to representatives.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Corrected customer order inconsistencies to support accounting with accurate financial reporting.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Education
Expected in 05/2013 Bachelor of Science | Business, Human Resource Management University of Phoenix, Tempe, AZ GPA:
  • Majored in Business/HR
Expected in 01/2000 Certificate | Phlebotomy Navicent Health Baldwin, Milledgeville, GA, GPA:
Expected in 05/2016 MBA | Business Administration Kaplan University, Atlanta, GA, GPA:
Accomplishments
  • 2020 Kapla Leadership Award Recipient

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Resume Strength

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  • Strong Summary
  • Target Job

Resume Overview

School Attended
  • University of Phoenix
  • Navicent Health Baldwin
  • Kaplan University
Job Titles Held:
  • Tier 2 Customer Support Manager
  • Senior Software Developer
  • Tier 1 Customer Support Representative
  • Customer Support Manager
Degrees
  • Bachelor of Science
  • Certificate
  • MBA

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