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Summary Customers service - 5 yrsExperienced Technical Support Agent with a proven track record of delivering high-quality support and leading teams to achieve exceptional customer satisfaction. Adept at diagnosing and resolving complex technical issues, training and mentoring staff, and managing operations to ensure efficient service delivery. Strong background in IT troubleshooting, process improvement, and customer service excellence. Recognized for strong problem-solving skills, leadership capabilities, and a commitment to continuous learning and professional development.Professional Experience 5 YearsLatest role/designation, Company (Customer Experience Associate) May 2022 June 2024 Provided exceptional customer support via phone, email, and chat, resolving inquiries and issues effectively. - Assisted with order processing, account management, and troubleshooting technical problems. - Delivered detailed product and service information, ensuring customer understanding and satisfaction. - Maintained accurate records of customer interactions and transactions. - Escalated complex issues to appropriate departments, ensuring timely resolution. - Achieved performance metrics, including response time, resolution rate, and customer satisfaction scores Earlier role/designation, company) Technical Support Agent, Alorica Jan 2019 May 2022 Delivered technical assistance to customers via phone, email, and chat, addressing software and hardware issues. - Diagnosed problems and provided effective solutions, guiding customers through troubleshooting steps. - Documented technical issues and customer interactions, ensuring accurate records and follow-ups. - Collaborated with internal teams to escalate and resolve complex technical problems. - Provided clear explanations and updates to customers, ensuring a high level of satisfaction. - Contributed to knowledge base and training materials by documenting frequently encountered issues and solutions. Tailor this description to reflect your specific experiences and achievements.EducationMaya Angelou PCS and the Young Adult Learning Center! GED Additional DetailsNationality & Work Authorization: United States of America Languages: English, Skills: - 1. Diagnosing and resolving hardware, software, and networking issues. 2 Proficiency in Windows, macOS, and Linux. 3. Understanding of TCP/IP, DNS, VPNs, and router configuration. 4. Familiarity with common software, including productivity tools and business applications. 5. Experience with tools like TeamViewer, LogMeIn, or remote desktop protocols. 6. Knowledge of CRM platforms like Salesforce or Zendesk. 7.Technical Documentations. 8. Basic understanding of SQL and database management systems. 9. Awareness of security practices and protocols to protect data and systems. 10.Experience with scripting languages or automation tools for repetitive tasks. Certifications: CHDP Certified help desk professional, Azure Fundamental (Microsoft) Extracurricular and co-curricular ActivitiesLeadership Positions Quality Assurance Lead: Monitored and evaluated the performance of technical support agents, providing feedback and implementing improvements to enhance service quality |
