Customer Service Technical Support

R. Douglas Hansen

*** ******* ****, ***** ****, CA 92627 949-***-**** (cell) **********@*****.***

Objective

To provide customer service and/or technical support via tech chat and email

Experience

ELITE SCREENS PRO AV SALES/TECH SUPPORT FEBRUARY 2009-FEBRUARY 2017

Handled incoming telephone support and service calls concurrently with internet tech chats. Chats and calls covered questions ranging from in-home set-up; warranty, repair, and RMA issues; and trouble-shooting solutions for entire product line.

Consistently logged most chats per quarter in the department.

Set-up and serviced dealer accounts.

BENQ RMA SERVICE REPRESENTATIVE & CUSTOMER SUPPORT MARCH 2005-JUNE 2008

Areas of service included RMA warranty support, trouble-shooting, coordinated shipping of replacement products or repair of items.

Product line included projectors, monitors, cell phones, external CD/DVD-ROMs, and MP3 players.

Trained the RMA department on projectors, monitors, and projector set-up.

RMA department routinely experienced heavy call volume.

Skills & Abilities

Provided technical support and customer service on weekends from home

Experienced with inventory software, Microsoft Word, Microsoft Excel, and various chat applications

Excellent telephone communication skills

Trained co-workers on projector set-up and data transfer

Able to educate consumers on home theatre equipment

Added creative input to product line improvement

Knowledge of AV wire and cabling, distribution amplifiers, and other products related to system integration

Education

B.A. 1982 SAN DIEGO STATE UNIVERSITY

Major: Marketing

Post-degree coursework: CTS and ISF training, Dale Carnegie

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