Customer Service Technical Support

LashawnBowden

*** **** ***** **** • Stone Mountain • GA • 30087

Phone: 404-***-**** • E-mail: *************@*****.***

Professional Customer Service & Service Specialist

Excellent communicator with 10+ years experience working in a demanding call center environment as a customer service and technical support representative. Proven ability to establish rapport with clients, enthusiastic and client focused. Demonstrate exceptional skills directly related to data entry, customer service, customer and client relations, first-call resolution, conflict resolution, leadership abilities and overall personal organization. Dedicated to improving workflow integration, humanized technology, and diagnostic excellence. I have experience with MS Office Suites, PeopleSoft, Lotus Notes, Visio, Vantive, and SoftDent practice management software, Clientele 7.3, Clientele 8.5, Cisco IP Communicator and Microsoft Outlook.

Other software skill set: Windows 7, Windows 2000-2008, Windows XP, and Mac OS, SAP, Sage

EDUCATION

Jan 2009 – Aug 2014 Georgia State University

PROFESSIONAL EXPERIENCE:

June 2016-May-1-2017 Advance Distributor Products Order Management Specilalist

Provided top tier customer service to distributors

Managed orders routing systems and processed orders via SAP for key accounts In a timely and accurate manner

Cultivated and maintained positive relationships with customers and internal stakeholders

Jan2016-June2016 Trimark, Strategic Norcross, Ga Shipping and receiving

Package and prepare items for shipping.

Ensure packages are shipped according to instructions.

Process outgoing shipments via UPS, FedEx, and USPS.

Ensure all processed jobs are marked shipped in a timely fashion.

Assist with material transfer between the production area and the dock

Ensure the safeguarding of all packages in the plant.

Maintain cleanliness in shipping and receiving area.

May 2013-January 2016 Wipro, Atlanta, GA Quality Assurance/Agent

Respond to inbound sales calls

Assist with distributing marketing materials

Coordinate sale data entry for Inside and Outside sales representatives

Developed strong referral system which provides continuous leads for new business

Manage an account base of over 70,000+ BestBuy clients

Gained experience in product sales and account management by working with the Marking and Sales team

Certified Quality Advocate

June 2011– May 2012 Carestream Dental, Atlanta, GA Technical Support Rep II

Supported Peer-to-Peer Networking

Coordinate the migration of client data form one server to another, as well as installing and uninstalling software on servers and workstations

Ensured that all client data is locally backed up on the server and provide the restoration of data if necessary

Set up mapped drives from multiple workstations to a main server

Assisted with setting permissions and security settings for software as well as the supported Windows operating system

Supported various Windows operating systems (XP, Windows 200-2008, and 7; 32 and 64 bit)

Utilized as an escalations resource for entry level representatives

Recognized as “Team Player” of the month (January 2012) by management for recognized skills and commitment to the company

Feb 2010 – June- 2011 Carestream Dental, Atlanta, GA Technical Support Rep I

Respond to inbound and outbound technical support calls in a fast-paced, high volume call center

Involved in all aspects of customer services including logging into clients computers using Bomgar a program which allowed control over their network information to provide technical assistance

Working closely with Technical Support Representatives, Sales Representatives, and Contract Managers

Demonstrating effective communication skills (verbal and written)

Logging and completing call documentation via Clientele 8.5 and 7.3

Checking voicemails and served as liaison for internal sources, contract managers, and SoftDent support reps

Verify warranty and support agreements for customer accounts

Feb 2008 – Sept 2009 Xpo logistics, Atlanta, GA Administrative Assistant

Conducted research for Human Resource topics related to organization and leadership development

Maintained all office and accounting files, track expenses and create invoices

Extensive use of MS Office, including creating presentations, training material and accounting records

Made travel arrangements and event planning activities for conferences and book signings

Attended special events and managed set-ups, book sales and responded to questions

Handled all aspects of customer service

May 2007 – Jan 2008 Comcast Cable Company, Alpharetta, GA Customer Account Executive

Interacted with customers, by relating and articulating the advantages of Comcast over competitor

Handle high call volumes daily and practice continuous quality control

Builds professional rapport with customers by active listening to assure mutual understanding of the customers concerns and issues

Interpret, translate, explain and provide applicable, accurate information to customers in regards to products and services

Troubleshoot service related issues; execute billing issues with accuracy and corrected billing errors and discrepancies as necessary

Promote sales of Comcast products and services based on the customer’s needs and interests

References Available Upon Request

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