Customer Service Support

Alison Saylor

**** ****** *****, ************, ** 19426

Home: 484-***-****; Cell: 267-***-**** . **********@*****.***

Technical Support / Customer Service Professional

Solid history of achieving high levels of client satisfaction through

applying proficiencies in interpersonal communications, conflict

resolution, IT troubleshooting, and problem solving. Track record of going

above and beyond performance requirements to resolve client issues in

timely and satisfactory manner. Team collaborator, fostering unity in

delivering excellent customer service and utilizing skills of each member

to achieve optimal results for customers.

Areas of Expertise:

IT Troubleshooting Client Needs Assessment

User Training & Support Support Calls

System Upgrades Financial Services

Technical Proficiencies:

Platforms: Windows

Tools: Microsoft Word, Excel, Outlook, Access, PowerPoint,

Internet Explorer, HEAT 8, DonorPerfect, Lotus Notes, Team

Support, Service Desk Express, Active Directory,

MicroStrategy, Mainframe, AS400, Perfect Tracker, LDRPS,

NetWare Admin, House On The Hill, SpiraTeam, Connectwise,

Client IQ, Remote Tools, JDA

Professional Experience

Client Production Support Analyst, eBay Enterprise, King of Prussia, PA

2014 - 2014

Manage day to day client e-commerce technology issue resolution and

communication. Serve as a front-line of communication between the client

and internal resources.

Key Achievements:

. L1 triage of reported production issues for assigned client segment

. Manage client expectations in regards to SLA for issue resolution,

provides business-friendly updates in a timely fashion, and

escalates high priorities as needed.

. Demonstrated client-focused mentality, providing optimal customer

service and strong interpersonal communications.

Customer Support, Apparel Business Systems, Plymouth Meeting, PA

2014 - 2014

Interface with clients to resolve / troubleshoot problems with software.

Document any issues that arise into Connectwise.

Key Achievements:

. Demonstrated ability to successfully assess client needs and

preferences.

. Demonstrated client-focused mentality, providing optimal customer

service and strong interpersonal communications.

Support Analyst, ASI Business Solutions, Inc., King of Prussia, PA

2012 - 2014

Interface with clients to resolve / troubleshoot problems with software.

Perform Quality Insurance testing every week for our clients. Document

any issues that arise into SpiraTeam.

Key Achievements:

. Demonstrated ability to successfully assess client needs and

preferences.

. Demonstrated client-focused mentality, providing optimal customer

service and strong interpersonal communications.

Implementation and Support Specialist, Advanced Technology Group, Inc.,

King of Prussia, PA 2010 - 2012

Interface with clients to resolve / troubleshoot problems with software,

upgrade systems, and deliver training on how to utilize software. Log

customer issues into Team Support. Collaborate with coworkers, remote

access clients' as needed to troubleshoot issues.

Key Achievements:

. Demonstrated ability to successfully assess client needs and

preferences.

. Demonstrated client-focused mentality, providing optimal customer

service and strong interpersonal communications.

Support Representative, Softerware, Inc., Horsham, PA 2008 - 2010

Interface with clients to resolve / troubleshoot problems with software,

upgrade systems, and deliver training on how to utilize software. Log

customer issues into HEAT. Collaborate with coworkers, remote access

clients' computers, or retrieve backup of clients' DonorPerfect system as

needed to troubleshoot issues. Guide new Support Representatives in using

software.

Key Achievements:

. Demonstrated ability to successfully assess client needs and

preferences.

. Displayed strength in containing client frustrations and / or

calming them down.

TechDesk Analyst, Charming Shoppes, Inc., Bensalem, PA 2005 - 2008

Assisted employees by resolving problems with applications. Updated status

line when major system problem arose and alerted appropriate IT staff.

Answered support calls regarding Charming Shoppes applications and logged

tickets into Service Desk Express. Unlocked and re-set passwords;

performed troubleshooting for users experiencing remote log-in difficulty.

Collaborated with co-workers as needed to resolve issues.

Key Achievements:

. Built track record of completing work in highly efficient manner.

. Demonstrated client-focused mentality, providing optimal customer

service and strong interpersonal communications.

Customer Support Representative, Freightek, Inc., Dresher, PA 2004 -

2005

Responded to support calls regarding Freightek applications and

transferred updates programs to customer systems. Unlocked users and set

up user profiles on AS400 platform. Performed troubleshooting on common

export / import issues occurring on AS400 platform.

Key Achievements:

. Communicated clearly with clients, ensuring they understood

solutions to their problems.

. Applied "above and beyond" dedication to receiving answers to

customer questions as quickly as possible.

~ ~ ~ ~

Previously served as Business Analyst (2004), IT Service Specialist (2003 -

2004), and Customer Service Representative (2002 - 2003) with Commerce

Bank.

Additional Achievements:

. Served as sole employee handling Disaster Recovery Area and

collecting all pertinent information in thorough manner. (Business

Analyst)

. Successfully identified problems and discovered solutions by

researching issue eliminating need to enlist additional assistance.

(IT Service Specialist)

. Attained high level of customer satisfaction. (Customer Service

Representative)

Education

Bachelor of Business Administration, Business Computer Information Systems

Hofstra University, Hempstead, NY (2001)

Contact this candidate