Customer Support Specialist

Douglas S. Grabowski

**** * ******* *** *** *E 708-***-****

Chicago, Illinois 60640 *********.*******.**@*****.***

Highly organized administrative and support professional with strong interpersonal, analytical, oral and written communication skills. I enjoy opportunities to create unique and effective solutions to ongoing and challenging issues that may arise. I work effectively on both self-managed and team-based projects.

Experience:

Diasend/Glooko Inc, Chicago, Illinois October 2014 to July 2017

Customer Support Analyst

Provided first and second tier technical phone/email support to customers, both professionals and patients, using Diasend/Glooko.

Documented the help center request problem-solving process, including all successful and unsuccessful decisions made, actions taken, and resolution.

Provided regular updates to customers on open support issues.

Applied diagnostic utilities to aid in troubleshooting.

Identified and learned appropriate software and hardware used and supported by Diasend/Glooko.

Traveled to hospitals and clinics to assist client with ongoing issues and refresher training.

Provided on-site training to new clients.

Demonstrated the Diasend/Glooko product via webinars for prospective clients.

Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Analyzed and resolved problems, answered questions and provided training about Diasend/Glooko apps and websites.

Identified, reported, and provided workarounds for bugs.

Assisted in authoring and editing of knowledge articles, training materials, and manuals.

Worked with the Diasend/Glooko development team to communicate customer issues and to get defects fixed that will aide in solving customer support issues.

Assisted company in beta testing new release and future products

Bank Administration Institute, Chicago, Illinois November 2012 to October 2014

Customer Support / Help Desk Representative

Responsible for troubleshooting issues related to continuing education compliance courses. Specific and recurring issues related to audio and visual problems.

Created and prepared training manuals which included screenshots and instructions for performing various troubleshooting options.

Worked directly with internal and external clients to resolve outstanding issues.

Responsible for evaluating and diagnosing a wide range of client issues and the on-going maintenance of those issues, until ultimate resolution.

Sought out additional responsibilities to expand my technical knowledge base.

Responsible for training of new employees.

AutoAccessoriesGarage.com, Tinley Park, Illinois March 2009 to November 2012

Customer Service Associate

Responsible for maintaining the order management system and coordination of vendors, customers, and shipping.

Primary contact for all customer service correspondences.

Coordinated shipping and tracking on the customers behalf.

Engaged customers via online technology features and assisted with the website and product information.

Assisted phone and internet customers with their orders and questions regarding automotive parts.

Actively participate in weekly training classes on all product lines to ensure knowledge of entire catalog of aftermarket/specialty parts and accessories.

Maintained positive collaboration with vendors and business partners, resulting in efficient solutions.

Colortone Printing, Blue Island, Illinois October 2004 to March 2009

Customer Service Representative

Received and processed inbound order calls including sales inquiries and customer inquiries regarding pending orders.

Scheduled, processed and managed customer orders according to their needs and expectations.

Performed various bindery functions such as folding, collating and gluing.

Software Expertise: Windows Operating System, Microsoft Office, LRN Management Software, OMS systems, CRM, AM systems. Google environment including Gmail, Docs, Sheets, Drive

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