Seeking position where I can use my knowledge of technical support and customer service to provide exceptional service.
**/**14-3/2018 PFS (RemX, PFS) D allas, TX
Inbound Customer Service
Proficiently answer incoming inquiries, respond to customer questions, and solve problems according to standardized procedures while maintaining a courteous manner.
Expertly ask effective questions and gather information to determine source of problem and customer needs.
Accurately capture and record all customer and issue-related information for both inbound calls and chat sessions.
Guide customers through issues using product information, process information, scripting, advanced technical knowledge, customer service skills, and problem-solving skills to diagnose and solve customer problems.
Demonstrate professionalism, empathy, product knowledge, and superior customer service resulting in exceptional customer service survey metrics.
Partner with call center agents and management as a liaison to define and recommend improvements to best practices.
01/2014-08/2014 P apa John's Pizza D allas, Tx
Provide superior customer service during door deliveries, handling cash and credit card transactions, while having a high safety driving record.
Accept customer orders in-person and by telephone, displaying a vast knowledge of products and promotions.
Demonstrate multi-tasking abilities when working with customers while preparing excellent quality pizzas.
2008-2012 Blizzard Entertainment ( Randstad, Activision Blizzard, Volt), Austin TX In-Game Customer Support (IGS)
Provide tier one technical support while demonstrating a working knowledge of products through the use of in-game resources to resolve player issues and answer general technical support questions.
Provide support for North America and European customers including locating and restoring lost/damaged characters and items.
Resolve customer issues using investigative and troubleshooting skills.
Investigate, research, and resolve in-game harassment cases and paid web service disputes.
Collect usage information, report bugs, test resolutions, and provide feedback to improve customer offerings.
2003-2008 I nzer Advance Designs, Longview TX
Customer Service Representative
Resolve complex customer issues, answer customer order status questions, and accept orders using product knowledge and customer services skills.
Demonstrate success using computer systems, product databases and email programs.
Design and develop web page content and graphics as needed for product web pages. 2000-2002 I ndependent Contractor, Tulsa, OK
Contract Computer Work
Collect requirements and design and build personal computers for clients based on the end-user needs.
Provide technical support and maintenance for systems I created.
Teach basic computing skills and some application-specific usage in one-on-one sessions with customers.
9 years as an on-line chat host and moderator for the ECF, a weekly science fiction-based chat. SKILLS
A+ level Hardware knowledge, from Pentium2 to I7
A+ level OS knowledge, from Win95 to Win10
Experience with Office 365 (Word, Excel, PowerPoint) Working knowledge of PaintShop Pro 8, Animation Studio 3, Working knowledge of bug databases and multi-ticket tracking systems EDUCATION
Currently enrolled at Independence University working toward a Bachelors degree in Business Administration with a Technology Emphasis. I have maintained a 4.0 GPA since January 2016, and have been honored on the President’s List each financial term