| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
EMAIL AVAILABLE PHONE NUMBER AVAILABLE Duluth, GASUMMARY Seasoned professional with 21 years of experience in technical support and customer engagement, seeking a Customer Support Analyst role. Expert in risk assessment, operational compliance, and driving customer satisfaction; adept at translating consumer input into actionable tech product initiatives. Proven track record in business technical support analysis, enhancing end-user proficiency, and fostering client relationships.WORK EXPERIENCE TTEC - USAA Bank Credit Division Duluth, GA Technical Customer Support Specialist Aug 2021 - Oct 2023 Manage risk assessment processes, ensuring accurate measurement and monitoring of operational risks in compliance with established policies and procedures. Translate consumer input and digital product potential into actionable initiatives, including specifications, epics, and features. Facilitate customer engagement through scheduled programs and activities, ensuring satisfaction and adherence to service timelines. Utilize GPS for efficient route planning, maintaining punctuality in delivery and safe transportation of customers, while proficiently operating proprietary applications. Lyft Ride Share Atlanta, GeorgiaIndependent Driver Apr 2015 - May 2020 Transported clients to various events and activities, adhering to scheduled timelines to ensure punctual arrivals. Engaged with clients to understand and meet their needs, fostering a positive and enjoyable transportation experience. Maintained detailed records of deliveries using designated software, ensuring accurate documentation of drop-off times and special conditions while ensuring safe transport to destinations.Uber Ride/Share Atlanta Metro, GeorgiaIndependent Driver Mar 2014 - May 2020 Transported clients to designated destinations, ensuring punctual arrivals for events and activities. Engaged with clients to understand and meet their needs, enhancing their overall satisfaction. Recorded delivery details in proprietary software, noting drop-off times and special considerations, while maintaining a commitment to safe driving practices. Clarifire (E Mason Inc.) Petersburg, FloridaBusiness Technical Support Analyst Apr 2007 - Jun 2008 Developed and delivered clear, user-friendly training materials, contributing to enhanced end-user understanding and proficiency; facilitated business continuity initiatives by collaborating with senior developers to document and implement client support strategies. Conducted thorough analysis of external business requirements, effectively communicated insights to the team, and managed system testing for upgrades, ensuring adherence to service level agreements and fostering ongoing client relationships through weekly coordination meetings. VeriFone Inc. Clearwater, FLHelps Desk Level 3 Apr 2004 - Apr 2008 Optimized technical support procedures and developed comprehensive repair documentation, enhancing system efficiency and support quality. Conducted thorough analyses of software and hardware configurations, recommending improvements that expedited system performance. Identified and resolved hardware and software issues using certified diagnostic tools, and implemented nightly data backups to prevent information loss due to viruses.Clearwater Police Clearwater, Florida911 Dispatcher Mar 2002 - Nov 2002 Efficiently managed the intake and prioritization of emergency and non-emergency calls, providing critical guidance such as CPR instructions; dispatched relevant units including police, fire, medical, K-9, and forensic services, while meticulously documenting incident details and coordinating responses using police radio codes and ArcGIS mapping.IBM Global Outsourcing Tampa, FloridaLead Technical Support Analyst Feb 1993 - May 2001 Delivered comprehensive training to technical and support personnel, enhancing proficiency and professional development. Facilitated Tier 1 IT support, resolving hardware and software issues for corporate staff through live chat, web conferences, and telephonic communication. Developed instructional content, including wikis and webinars, and successfully cleared a substantial backlog of support tickets following a critical system outage, adhering to service level agreements.EDUCATION Largo High SchoolHigh School Diploma, Supervisory Skills, Interpersonal and Communication Skills, Time Management, Communication Skills (Verbal/Written), Problem Solving, Leadership skills, English ExpertiseLargo, FLJun 1987IBM Redbooks Online TrainingCertificate Of Completion, Unix, C++ Shell ScripTampa, FloridaNov 1997SKILLS Customer Service Training Risk Management Compliance Client Care System Testing Service Level Agreements De-Escalation Strategies Troubleshooting Data Backups Product Support Technical Proficiency Problem Solving Customer Relationship Management (CRM) Multitasking Communication Empathy Conflict Resolution Data Analysis Product Knowledge Attention to Detail |
