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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Gladstone CircleLithonia, GA Street Address
PHONE NUMBER AVAILABLE EMAIL AVAILABLEProfessional SummaryAccomplished & passionate technical and customer service professional known for consistently achieving exceptional client satisfaction in high volume call centers & remotely. Skilled problem solving abilities and first contact resolutions. Great at multi-tasking with the use of multiple monitors, screens and applications. Strong verbal & written communications skills. Effective time management skills. Fast learner and adapt well to change. Demonstrated expertise in account management and securing customer data. Consistently surpassing KPI performance targets. Possesses a sharp ability to devise and execute customer service strategies, proactively address customer concerns, and communicate with finesse. Self-motivated, ability to work independently and great team player. Keen to advance career in the dynamic field of technical and customer support services.Area of ExpertiseVerbal/Written Communication Skills Data Security Process Improvement Technical Support Leadership Conflict Resolution Reports/Documentation Diagnosis & Issue Resolution Leadership Skills: Training Coaching Mentoring Performance Review Data Security Medical Terminology Problem Solving Detail oriented Great Problem Solving Building relationships with customers De-escalatingTechnical SkillsCRM/SaaS Microsoft Office iWork Google Suite Mac OS & Hardware PC OS & Hardware Email and Wi-Fi Server Settings Ticket Systems Cloud Systems Screen Sharing Tools Sage Quick-Books Zoom Boot Camp Salesforce Slack DocuSign] Workday EMR Systems Citrix Jira Glance Bomgar Google Drive NetSuite Go-To Assist Remote tools Active Directory HubSpot Zendesk Citrix E-Commerce Sketch UpWork History ExperienceProcore, LLC 02/2023 - Current - Chat Support Specialist - RemoteAnswer high volume of chats via Salesforce from construction clients experiencing issues related their use with Procore Web Portal and Mobile Application. Handle up to 3 chats simultaneously. Acknowledge and empathize with customer of needsWorked email ticket queue within Salesforce. Made immediate contact with customers to acknowledge receipt of reported issue. Maintained ownership of case to resolutions. Communicated with customer regularly to keep updatedIdentify product and process improvements. Work with internal teams to improve overall customer experienceUtilized strong problem solving skills to deliver first contact resolution.Use screen sharing Glance to walk clients through steps to resolving issues and/or How to questions.Log reported technical issues in Sales Force. Notated client issue, action, resolution and resources for each client complaint. Placed detail oriented notes for each case.Utilized Salesforce to transfer to clients to other departments for customized services and escalated issues to product and engineer departmentsMaintained KPI metrics by following weekly schedule for adherences and using available resources to meet aftercall work and average handle time metrics.Complete all required training within required deadline.Utilized Slack communication daily to interact with team and as a resource for resolving customer issuesRaintree Inc., 08/2021 - 09/22 - Technical Triage Support Specialist - RemoteTriage, route and answer a high volume inbound questions from Physician Offices, Physical Therapy Facilities and Hospitals across salesforce emails, chats & phone calls.Built strong relationships with medical and physical therapy staff resulting in contract renewals with Raintree. Sustained 98.99% customer satisfaction service survey.Secured all customer patient data across multiple databases and platforms.Successfully worked & closed tickets in salesforce. Logged detail oriented notes in Sales Force for each caseConsulted with Engineers daily to discuss complex technical casesScheduled, and Trained new clients for Raintree Application training via Zoom.Assigned clinical, patient management and billing task to domain experts.Created new user account names and passwords in NetSuiteUtilized web client to create Raintree desktop icons for Windows PC, Mac Computers and Mobile Devices.American Express 06/2019 - 04/2021 - Platinum Customer Care Professional - RemoteAnswered high volume of platinum card members calls related to billing disputes, bill payment, card replacement and member benefits.Delivered excellent customer service resulting in 100% customer satisfaction survey, 98% issue resolution and 100.2% Quality monitoring.Excellence in using First Call Resolution to reduce repeat customer call backs for same issueUtilized tools and knowledge base resources to analyze best resolution for card member issuesMaintained excellent handling of 5 minutes, Adherence of 95% and After Call Work of under 2 minutesLogged detailed oriented notes on each card member account. Communicated by email with clients as follow up to specific questions.Assisted with Monitoring team member calls. Deliver QA Reports to team members.Apple Inc., 11/2010 - 04/2018 - Tier II Technical Support Advisor - RemoteAnswered High Volume of inbound phone, chat and email communications for mobile, and desktop technical support related complaints Diagnosis technical issues. Assist with software updates. Inspect hardware defects.Delivered excellent customer service by building a rapport with customers, carefully listening to customer issues, analyzing customer needs to determine best route for effective resolution.Quickly responded to transfer and consults from T1 Technical Support Advisors. Managed escalations of irate customers.Maintained ownership of complex cases. Followed up with customers via detail oriented email communication. Confirmed resolution to all issues before closing cases.Utilized remote desktop to escalate into customer desktop and mobile devicesRecommended other Apple products and services to customersConsistently met require KPI metric performance goals.Lead weekly team meetings. Created ice breakers and Power Point Presentations for each meeting Handled QA Reporting for 5 T1 Technical Support AdvisorsEDUCATIONUniversity of Phoenix, Graduated 2006, Atlanta, GA - Masters of Business AdministrationDeVry University, Graduated 1999, Decatur GA - B.S. Telecommunications Management |
