Customer Service Technical Support

SUMMARY

Personable and deadline-driven professional with seven years of customer service. Experienced in a full range of functions by balancing the needs of clients in both personal and professional capacities. Independent thinker dedicated to elevating the drive, work ethic, and functions of a company. Dedicated to motivate and maintain customer satisfaction while contributing to company success. Able to work in a fast paced high stress environment while completing tasks on time and in a professional manner.

SKILLS & MECHANICAL KNOWLEDGE

Customer Service Relations

Testing & Evaluation

Troubleshooting & Repair

Diagnostics & Analyze

Records & Reports Management

Application Software Knowledge

Preventative Maintenance

Operating Systems Knowledge

Policies & Procedures

Tracking & Researching

Microsoft Office Proficient

Installation

Technical Assistance

Quality Assurance

Technical Documentation

EXPERIENCE

Preventice Solutions – Houston, TX 08/2015 to Present

Technical Support Specialist

Answers and logs Level 1 customer and patient requests through phone calls, emails and tickets in a fast paced call center environment.

Conduct proactive outbound calls as required.

Provide known solutions to basic technical problems and ensure resolution.

Meet operational performance goals for average speed of answer, talk time, etc.

Participates as an important member of the Customer Support and Service Team.

Participates in the creation and maintenance of a Support knowledge base.

Works to achieve the day-to-day Customer Support and Service Team’s quality objectives and goals.

Maintains working knowledge of all device monitors and supporting tools.

NRG Reliant Energy – Houston, Texas 03/2015 to 07/2015

Data Entry/Electricity Enrollments

Entering data into system, filing records, sending/receiving faxes, answering telephone calls, and relaying messages

USPS – Houston, Texas 10/2014 to 03/2015

PSE Clerk

Inspect packages and letters for proper condition for mailing.

Sort incoming and outgoing mail, according to type and destination, by hand or by operating electronic mail-sorting and scanning devices.

NCO Call Center – Humble, TX 11/2011 to 10/2014

Technical Support Specialist

Use decision-support computer software to respond to common work/service order inquiries and request.

Ensure that the customers understand product information, and provide any additional information needed to the customer.

Listening attentively to customer needs and concerns, demonstrating empathy to ensure high quality and timely expedition of customer request.

Texas Department of Criminal Justice – Huntsville, TX 05/2010 to 11/2011

Correction Officer

Responsible for the care, custody, and control of individuals who have been arrested and are awaiting trial.

Responsible for the safety and security of the facility, inmates, and staff.

EDUCATION

Mac Arthur Senior High School – Houston, Texas – Diploma

Houston Community College – Present

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