Customer Service Support Specialist

Harpreet Johal

*********@*****.*** 646-***-**** Texas,76244

SUMMARY

Professional with extensive computer, electronics, and mechanical skills. Recognized for exceeding expectations in a fast-paced environment with a high degree of detail and positivity. Dedicated customer service expert with experience using strategic decision making to improve business performance and client satisfaction. Effective problem solver skilled in using critical thinking, communication, and time management skills to tackle complex problems.

SKILLS

Technical Skills: Hardware and Software Troubleshooting, Network Troubleshooting, System Administration, System Backup and Recovery, Hardware Configuration

Operating Systems: Windows, Mac, Linux, iOS, Android

RELEVANT EXPERIENCE

Salelytics Remote

Connect with existing and potential customers while working on projects requiring strong sales skills to covert the call to a sale with an emphasis of most calls on sales while ensuring adherence to corporate and department policies and procedures.

Sales agents are responsible for processing various incoming and outgoing sales focused phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations.

Call processing includes presenting offers, overcoming caller objections, transitioning between script elements, asking for sales, obtaining, entering, and verifying customer information (e.g., names, addresses, credit card numbers, etc.), answering questions, resolving issues, and providing customer service.

Depending on client requirements, either present offers by reading scripted sales presentations verbatim or paraphrasing and customizing the presentations based off product summary information, allowing an opportunity to make an informed decision regarding the purchase of a product/service offer.

Agents should maintain established quality and completed calls per hour goals while supporting goals and objectives. Maintain excellent product knowledge regarding product offers, pricing and upsells.

Work on Salesforce and AWS platform

Correlation One Remote

Computer Support Specialist Training Program March 2023 - June 2023

Participated in competitive 17-week training program facilitated through real-world case studies to solve business and technical issues.

Completed weekly interactive cases focused on technical concepts including hardware and software, Windows, Linux, and Mac operating systems (OS), networking, cybersecurity, and cloud computing.

Awarded honors distinction by achieving an average of 98% on weekly quizzes and final project.

Initiated peer study group and facilitated lesson on the Open Systems Interconnection (OSI) model.

ADDITIONAL EXPERIENCE

Amazon Taxes

Outbound Flow Operations November 2022- June 2023

Monitored outbound flow operations to avoid and solve conveyance issues.

Communicated with department leaders to create consistency of operations throughout shifts.

Collaborated with a team of 5 to achieve a record 7M+ units of shipment volume within 7 days.

Inventory Control /Quality Assurance Associate April 2018-November 2022

Collaborate with a team of 6 to efficiently verify physical inventory matched virtual inventory within fulfillment center while maintaining low DPMO.

Investigate inventory mismatch issues using Excel, resulting in 7% decrease in errors.

Monitored outbound flow operations to avoid and solve conveyance issues.

Communicated with department leaders to create consistency of operations throughout shifts.

Collaborated with a team of 5 to achieve a record 7M+ units of shipment volume within 7 days.

Responded to customers’ questions and provided quick answers to ensure efficient service.

Input accurate data to customers’ accounts and send weekly reports to management.

Processed product returns and information to communicate interdepartmentally.

Office assistant July 2012 – April 2018

Maintained office equipment, including computers, copiers, and printers, ensuring reliable function 89% of the time. Generated efficiency reports on details, match all records.

Analyzed all company data entry systems, proficient in Microsoft sheets.

Provided cross-functional assistance to the assigned department by contributing invaluable input to formulate a strategic business plan, which increased the company’s annual revenue by 7%.

Trained other employees in the appropriate phone handling to effectively resolve customer issues.

EDUCATION

Bachelor's degree commerce

AAS. Information Technology-network support (2023)

Completed 32-credits AAS. Information Technology-network support (2023)

Introduction to Computing Fundamentals Networking Tech Intro to PC Operating Systems Personal Computer Hardware Awa certified associate (VPC security Mastery)

Introduction to software testing or Software QA Scrum Certificate prep Scrum Master +Agile scrum Training online course

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