Tier 2 Customer Support Manager resume example with 13+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105(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 CurrentTier 2 Customer Support ManagerNes 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 CurrentSenior Software DeveloperAlta 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 03/2017Tier 1 Customer Support RepresentativeKelly 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 01/2013Customer Support ManagerJDH 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 05/2013Bachelor of Science | Business, Human Resource ManagementUniversity of Phoenix, Tempe, AZGPA:
Majored in Business/HR
Expected in 01/2000Certificate | PhlebotomyNavicent Health Baldwin, Milledgeville, GA, GPA:
Expected in 05/2016MBA | Business AdministrationKaplan University, Atlanta, GA, GPA:
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