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Customer Service Technical Support

Oak Hill, West Virginia, United States
February 05, 2018

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*** ****** ***, *** ****, WV ***01 (H) 304-***-**** (C) 304-***-**** Professional summary

Administrative professional offering excellent communication and computer skills. Meets deadlines and works with a high level of multicultural awareness and adaptability. Skills

Trusted key holder Plant Operations Support

Quick learner Critical Thinking

Exceptional communication skills Team Training

Strong client relations Time Management

Credit card processing Dependable and reliable

Customer-focused Filing and data archiving

Work history

Lead Dispatcher III Jun 1999-Sept 2017

Suddenlink Communications Cable Company Beckley WV Retained existing clients and developed new business by extending high quality and efficient service. Worked closely with team members to meet or exceed all customer service requirements. Maintained and updated customer service database.

Identified potential sales and cross-selling opportunities. Defined and documented technical best practices.

Participated in various incentive programs and contests designed to support achievement of production goals. Demonstrated professionalism and courtesy with customers at all times. Identified and solved technical issues with a variety of diagnostic tools. Resolved problems with malfunctioning products.

Maintained high departmental standards for quality and productivity metrics. Compiled and accurately entered electronic data.

Described solutions to customers accurately and persuasively. Managed call flow and responded to technical support needs of customers. Followed up with clients to ensure optimal customer satisfaction. Managed customers' expectations and experience to a high degree of customer satisfaction. Assessed client's profiles and aligned them with the best possible products and services to meet their needs. Resolved customer issues in a clear, courteous and straightforward manner. Evaluated and responded to incoming sales leads and requests for technical support assistance. Remained up-to-date on the latest technologies and solutions applicable to company products. Researched, troubleshot and resolved complex problems independently. Developed and tested new product offerings.

Answered telephone calls promptly and minimized delays that could lead to abandoned calls. Assisted customers with order placing.

Reviewed technical documentation and procedures.

Provided on-call support for critical issues.

Retail Manager Nov 1998 - Jul 2000

Cato’s Fayetteville WV

Reported to the district manager regarding all store and staff issues. Organized private mailbox system using mailbox manager software. Managed staff of 5 sales associates, 2 team leaders and 1 assistant managers. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.

Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.

Prepared and distributed payroll for staff of 8 direct reports. Education

High School Diploma:

Oak Hill High School

Oak Hill WV

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