Customer Service Technical Support

Location:

Posted:

April 23, 2014

Stephanie Cuthbertson

Charlotte NC 28026

***********.*********@*****.***

Qualifications: Have extensive computer and word processing skills. My organization skills are exceptional. It is my

belief to always deliver more than what is expected.

11/2013-Present Allstate Service Centre assist customers to resolve issues they may have with their account within

federal and company guidelines. Document all customer contact including address changes and processing financial

adjustments to customer accounts.

9/2012-11/2013 Wells Fargo (Apex)-Wire Transfer Specialist (Service Center) Dodd Frank Disclosure

Training Swift Iban Routing and International coding Mts,Svp, Creating and canceling Dodd-frank disclosures.

Wire Payments (AKA) Fed, (AKA) ChipsOFAC Private Banking Client Treasurers Services Foreign.

ExchangeProcesses international and domestic outbound wire transfers via incoming customer calls including

customer authentication via security PIN#s and payment special instructions.

09/2012- Charter Communications-Technical Support Specialist (Call Center)

Provides assistance with modem and router properties and reprovisioning as well as bandwith adjustments.

Troubleshoot and diagnose service complaints.Generate and place new installation orders, service orders for

disconnects and service changes generated from the customer; schedule appointments accordingly inputing orders into

computer system.Responsible for researching customer complaints and processing billing adjustments by entering

credits or other adjustments into the computer records for the customer's account.

01/2012-09/2012-Lowes Corporate Head Quarters-Technical Support II Help Desk Agent Apple Technician

I Phone configuration, Triage, Test Cisco Jabber, verified air watch icons and connections. Verified

restrictions and I cloud, Cleared history in Safari deleted applications on home screen, customer service. Added and

deleted wall papers as well as profiles, LRT scan devices configuration audits and Quality Analyst (QA)

02/2010-12/2011-OnStar- Help Desk Technical Support Agent (Call Center)

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen

attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and

confirm understanding of requirements or problem. Meet customer requirements through first contact resolution.

Confirm customer understanding of the solution and provide additional customer education as needed. Prepare

complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program

to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests

to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve

productivity.