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tier 2 customer support rep sup phone chat tier 2 customer support phone chat email support resume example with 16+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Professional Summary

Service-oriented Call Center Customer Support Representative with 10+ 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
  • Mac systems
  • Technical documents comprehension
  • Data recovery
  • Desktop support
  • Application support
  • Customer service expert
  • Staff education and training
  • Excellent communication and organizational skills
  • Salesforce
  • Zendesk
  • Slack
  • Workforce Management
  • Chat/phone/email
  • Technical issues analysis
  • Organization and Time Management
  • Self-Motivated
  • Flexible and Adaptable
Work History
07/2017 to 09/2022
Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative Lowes Foods Kernersville, NC,
  • Supervised and supported team of 20 associates.
  • Employed comprehensive benchmarks to establish and monitor customer service standards.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
  • Assisted team members in resolving customer satisfaction issues.
  • Enforced adherence to legal and company policies and procedures and reported to management related gaps in training or compliance.
  • Empowered and motivated employees via regular feedback to team members.
  • Verified accurate data entry and maintenance of information in SAP CRM system.
  • Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
  • Created customer support strategies to increase customer retention.
  • Devised recommendations to streamline and simplify customer support system and improve response time.
  • Liaised with IT department to report technical issues and formulate trouble-shooting procedures.
  • Utilized crisis management techniques to offer corrective solutions and maximize customer satisfaction.
  • Demonstrated excellent time-management skills during every interaction.
  • Provided prompt and efficient service to Apple partners.
  • Managed high volumes of inbound calls and emails in a timely manner.
07/2014 to 12/2017
Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative Apple Inc. City, STATE,
  • Tracked changing software and technologies with potential to impact customer requirements.
  • Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
  • Recognized escalation needs and connected customers with advanced support staff.
  • Worked within task management system to receive, manage and close support requests.
  • Troubleshot problems with software, hardware and networking for users.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
01/2011 to 07/2014
Tier 1 Customer Support Representative-Apple App Apple Inc. City, STATE,
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
01/2006 to 01/2011
Human Resource Analyst JDH Professional City, STATE,
  • Performed budget analysis to control expenditures and predict future budget needs.
  • Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Identified and remedied non-conforming trends based on collected compliance and outcome data.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.
Education
Expected in 09/2022
Master of Arts: Psychology
Liberty University - Lynchburg, VA
GPA:
  • Honor Roll Fall 2022
Expected in 05/2011
Bachelor of Science: Business And Human Resource Management
University of Phoenix - Tempe, AZ
GPA:

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Resume Overview

School Attended

  • Liberty University
  • University of Phoenix

Job Titles Held:

  • Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative
  • Tier 2 Customer Support Rep Sup-Phone/Chat/Tier 2 Customer Support/Phone/Chat/Email Support Representative
  • Tier 1 Customer Support Representative-Apple App
  • Human Resource Analyst

Degrees

  • Master of Arts
  • Bachelor of Science

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