Tier 2 Technical Support Representative Team Lead resume example with 13+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 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:
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