Customer Service II/ Technical Support
Resume:
Candace Prenters
Fort Worth, TX 76105
***********@*****.***
Career Objective:
A quality position that would allow me to utilize all my skills: Customer Service, Customer Relations, Managerial, Data Entry, Technical Support, Administration and People Skills. Work with a growing company to advance within the company to develop a career. Qualifications:
● Ability to work in a faced paced environment
● Great at establishing customer trust while providing professional and superior service
● Proficient in knowledge of Microsoft Excel, Word, Windows, B.O.L, invoicing and overall web navigation
● Effective problem solver, prioritize and manage heavy work flow without or minimum supervision
● Excel Test Score 80;Word Test Score 85; SAP 7 years Work History:
Ba nk of America (contract)
December 2016 - May 2017
Customer Service Rep II
● Responsible for achieving productivity and quality metrics as well as other key performance measures to meet department and company objectives
● Provide support to customer calls on the more complex service issues financial dealing with financial accounts (personal Checking, Savings, Money Market) on inbound calls.
● Took credit card payments and provided due dates and amounts due
● Assisting with merchant verifications on customers’ accounts
● Multi-task between multiple screens
● Resetting passcodes on accounts
● Assisting with online access to accounts
● Took 50-80 calls per day
● Directed calls to the corresponding departments
Wal-Mart Corporate Office
July 2015 – October 2016
Customer Care Sup (T2 Lead)
● Handling escalated Tier 2 phone calls transferred from front-line agents and Tier 2 agents
● Responsible for multiple-channel engagement to include online chat, email, and potentially social media responses
● Completes work assignments and priorities in Contact Center Operations
● Complies with company policies, procedures, and standards of ethics and integrity
● Enhances customer engagement and collects customer feedback
● Identifies root cause solutions for Wal-Mart Stores and Walmart.com issues
● Resolves escalated store merchandise, online orders, and customer issues (for example, check debt recovery, site-to-store orders, out-of-stock items)
● Handle some billing issue
Time Warner Cable
Oct 2014 – June 2015
Technical Support/Customer Care
● Responsible for achieving team sales, productivity and quality metrics as well as other key performance measures to meet department and company objectives
● Provide support to customer calls on the more complex service issues
● Serve as a liaison between the customer and various department s to troubleshoot and resolve local network problems
● Coordinate resolutions with NOC and GNOC and report updates to the customer
● Assist customer with high-speed data and Digital Phone service and may handle some billing video and on-demand services concerns
● Knowledge of network hardware, software and applications, routers and hubs, proxy server environment
● Ability to identify and troubleshoot computer/network communication problems, including interrupt conflicts, and hardware and software compatibility conflicts
● Troubleshoot multiple technical operational problems concurrently
● Experienced and knowledgeable of LAN’s OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP/IP port configuration Protection1 (HLP Solutions (contract))
Apr 2013 – Feb 2014
Tech Support
● Assist customers with technical questions as well as internal customers
● Perform account creation duties
● Quality Control installations and account setups
● Collaborate with Tech Support and Field personnel
● Schedule branch service calls, assist with training Tech Support personnel & assist with call rotation
● Upload/download all types of security panels (personal & business)
● Perform special projects assigned to the department
● Troubleshoot a wide variety of diverse products and handle customer grievance Apple Inc., ((Temp to Perm) At-Home-Advisor)
May 2009- Feb 2013
Tech Support-Customer Relations Supervisor
● Troubleshooting several versions of the iPhone, iPad & iPod as well other products.
● Support issues ranging from the phone freezing to applications not syncing, water damage to the phone, replacement of product, activation, etc.
● Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.
● Ensuring first call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
● Analyze problem then drive call to resolution.
● Diagnosing and providing a path to resolving inquiries related to GPRS/EDGE, Wi-Fi, and Bluetooth wireless technologies.
● Accurately logging all interactions via Client's GCRM Systems.
● Achieving call center metrics including average handle time and customer availability as well as schedule adherence and conformance.
● Recognize and adjust your approach to all levels of customer's experience.
● Educate customers on support options, and the steps being taken to resolve their issue.
● Communicate positively with team members, customers, and other partners.
● Filing complaints from customer’s & vendors.
Computer Skills
Typing Speed: 45 Words per Minute
Ten Key Speed: 17000 Keystrokes per Hour
Apple/Macintosh Computers Database Software (Oracle, Access, etc.) Data Entry Terminal (SVT, Mainframe Terminal, etc.) Email Software (Outlook, etc.) Internet Browser (Netscape, IE, etc.) Networking/Lan Software (Novell, etc.) Peripheral Devices (Scanners, Printers, etc.) Lync, RPS, Compass, Remote Link, Mastermind, Excel, Outlook, SAP, MAS, KRONOS, Remote Link, Sequel & MS Acess
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