DERANE NEBA

ad3yg1@r.postjobfree.com Katy, TX, *****, US +1-206-***-****

OBJECTIVE

Dedicated and customer-focused professional seeking a challenging role that leverages my technical expertise, problem-solving skills, and sales acumen to deliver exceptional technical support, customer experiences, and drive sales growth. Committed to providing innovative solutions, building strong relationships, and exceeding customer expectations.

WORK HISTORY

IT Technical Support Specialist at TECHHIVE SOLUTIONS

09/2022 - 02/2024 (1 year)

Diagnosing and providing a path to resolving various technical issues for local and remote user’s primary through provided remote support tools. Maintaining & updating the computer hardware and storage to be compliant with the company policy.

Resolving the technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Using help desk ticket system to document and accurately keep track of all user issues.

Installing, configuring, and troubleshooting the hardware

Creating and deploying the Windows image through WDS server and managing the Windows update on WSUS.

Managing the active directory organization units (users and computers, distribution lists).

Troubleshooting the printers and copier issues (Ricoh, Xerox, Brother and HP).

Resolved an average of 50 technical support tickets daily, maintaining a 95% customer satisfaction rating.

Led training sessions for new hires, resulting in a 25% decrease in onboarding time and improved team performance.

Developed a comprehensive troubleshooting guide, reducing average call duration by 15% and increasing first-call resolution rate.

Assisted customers with troubleshooting technical issues related to [product/service].

Provided step-by-step guidance on software installation, configuration, and usage.

Escalated complex technical issues to the appropriate teams and followed up to ensure timely resolution.

Created and updated knowledge base articles and FAQs to improve customer self-service options.

Customer Support Representative at A & A TRANSPORTATION & LOGISTICS, INC.

02/2019 - 08/2022 (3 years)

Spearheaded a customer feedback initiative, resulting in a 20% increase in overall satisfaction scores within six months.

Implemented new procedures for handling escalated issues, reducing resolution time by 30% and improving customer retention.

Recognized as "Employee of the Month" three times for consistently exceeding performance metrics and delivering outstanding service.

Provided timely and accurate assistance to customers via phone, email, and live chat.

Resolved customer inquiries and complaints in a professional and efficient manner, maintaining high customer satisfaction ratings.

Collaborated with cross-functional teams to address escalated issues and ensure prompt resolution.

Utilized CRM software to track customer interactions, gather feedback, and identify trends.

Sales Support Associate at LABSMART LLC

05/2016 - 01/2019 (3 years)

Managed a portfolio of 200+ client accounts, driving upsell opportunities and increasing annual revenue by 15%.

Collaborated with the marketing team to develop targeted campaigns, resulting in a 20% increase in inbound leads.

Streamlined order processing procedures, reducing fulfillment errors by 25% and improving order accuracy.

Supported sales team by managing customer inquiries, processing orders, and providing product information.

Assisted in lead generation and follow-up activities to drive sales opportunities.

Conducted product demonstrations and training sessions for prospective customers.

Maintained accurate records of sales activities and customer interactions in CRM system.

EDUCATION

•Bachelor’s Degree in Computer science, Maryland-University College

(August 2010 – September 2014)

•Master's degree in Communication, Maryland-University College

(November 2014 – November 2016)

●Doctoral degree in Business Management and Information, Walden University - Minneapolis, MN (May 2017 – September 2022)

CERTIFICATES

1. Technical Support:

•CompTIA A+ Certification

•ITIL Foundation Certificate in IT Service Management

2. Customer Support:

•Certified Customer Service Representative (CCSR) Certification

•Certified Support Specialist (CSS) Certification

3. Sales Representative:

•Certified Sales Professional (CSP) Certification

•HubSpot Inbound Sales Certification

4. Business Management

•Certified Business Manager (CBM)

•Certified Information Systems Manager (CISM)

•Certified in Management Information Systems (CMIS)

SKILLS

•Excellent skill in the following programs (Salesforce, Zendesk, HubSpot CRM, Freshdesk, Zoho CRM, Jira Service Management, ServiceNow, Intercom, LiveChat, Drift, HelpDocs, Document360, Slack, Scrum, Trello, Microsoft Office)

•Excellent communication skills, both verbal and written

•Strong problem-solving abilities and a customer-centric approach

•Proficient in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite

•Ability to multitask and prioritize in a fast-paced environment

•Technical proficiency in [relevant software/tools]

•Software Troubleshooting & Problem Solving

•Phone & Email Technical Support

•BMC Helix IT Service Management (ITSM) Software

•Creative Thinking Skills

•Knowledge of insurance products and policies

•Ability to explain complex insurance concepts in simple terms

•Familiarity with medical terminology and concepts

•Understanding of patient confidentiality and HIPAA regulations

INTEREST/HOBBIES

•Reading

•Research

•Cooking

•Climbing

LANGUAGE

•English (Native)

•French (Fluent)

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