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 RepresentativeSumaria Systems, Inc. – Hill Air Force Base, UT,
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 RepresentativeApple 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 AppApple 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 AnalystJDH 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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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
