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Tier 2 Technical Support Representative Team Lead resume example with 13+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Service-oriented Customer Support Representative with 6+ years of experience in contact center/call 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
Tier 2 Technical Support Representative-Team Lead, 01/2017 - Current
Uniti Group Philadelphia, PA,
  • 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.
Senior Software Developer, 01/2017 - Current
Validity Indianapolis, IN,
  • 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.
Customer Support Representative-Tier 1, 01/2013 - 03/2017
Motorola Solutions Elgin, IL,
  • 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.
  • Provided primary customer support to internal and external customers in fast-paced environment via chat, phone, and email.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
  • Provided product support for the Apple application by answering questions from internal and external customers.
  • Documented, reproduced and found creative solutions for customer reported issues daily.
  • Partnered with other Apple departments to meet customer needs and goals during each shift.
  • 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.
Customer Support Manager, 03/2008 - 01/2013
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
Bachelor of Science: Business, Human Resource Management, Expected in 05/2013
-
University of Phoenix - Tempe, AZ
GPA:
  • Majored in Business/HR
Certificate: Phlebotomy, Expected in 01/2000
-
Navicent Health Baldwin - Milledgeville, GA,
GPA:
Accomplishments
  • 2020 Kapla Leadership Award Recipient

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Resume Overview

School Attended

  • University of Phoenix
  • Navicent Health Baldwin

Job Titles Held:

  • Tier 2 Technical Support Representative-Team Lead
  • Senior Software Developer
  • Customer Support Representative-Tier 1
  • Customer Support Manager

Degrees

  • Bachelor of Science
  • Certificate

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