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Click here or scroll down to respond to this candidateCandidate's Name
Lakeland, FL Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLESummaryCapable Customer Support Representative experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Skilled at working alone to investigate and fix problems.SkillsCall center experienceCustomer support needs assessmentWindows XP/VistaTechnical TroubleshootingApplication installationsCustomer serviceData managementExperienceCUSTOMER SUPPORT REPRESENTATIVE 03/2014 to Current Kathleen Cell Center / Boost Mobile - Lakeland, FL Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware. Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.Assisted in technical support process refinement to improve customer service and support. Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.Configured new employee work stations, including all hardware, software and peripheral devices. CUSTOMER SERVICE SPECIALIST 03/2011 to 12/2013FCS Inc. - Seattle, WAResolved average of 250 inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.Assisted customers in making payments on accounts and setting up payment plans. Consulted with customers regarding various needs, addressing payment concerns. Answered customers' questions and addressed problems and complaints via phone and instant chat. Relayed productive customer feedback to marketing teams. Upheld strict quality control policies and procedures during customer interactions. Documented conversations with customers to track requests, problems and solutions. Displayed strong telephone etiquette, effectively handling difficult calls. TECHNICAL SUPPORT REPRESENTATIVE 03/2010 to 02/2011 WDS Global - Kirkland, WADelivered local and remote Tier 1 IT support for hardware and software to company personnel. Troubleshot daily IT desktop client issues, supporting multiple departments and various offices. Assisted customers with various types of technical issues via email, live chat and telephone. Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access.Boosted sales through customer education, competitor knowledge and strategic upselling techniques. Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.CUSTOMER SERVICE ASSOCIATE 12/2007 to 01/2010Affiliated Computer Services - Seattle, WADelivered fast, friendly and knowledgeable service for routine questions and service complaints. Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.Supported company and clients, including addressing inquiries, resolving issues and managing customer relations. Educated customers on special pricing opportunities and company offerings. Documented conversations with customers to track requests, problems and solutions. Met and exceeded productivity targets by handling every interaction with top-notch customer service. Informed customers about billing procedures, processed payments and provided payment option setup assistance. Asked probing questions to determine service needs and accurately input information into electronic systems. Set up and activated customer accounts to maintain QA satisfaction levels. Education and TrainingMid Florida Technical Institute - Orlando, FL Some College (No Degree) IT SupportValle Lindo High School - El Monte, CA High School Diploma 06/1991 |
