CUSTOMER SERVICE REPRESENTATIVE

Grants Pass, OR 97526 Cell: (719) 338- 4768 Email: ad0pa6@r.postjobfree.com

PROFESSIONAL SUMMARY

Distinguished Technical Support Engineer with a demonstrated history of providing top-tier customer service through adept technical proficiency. Adept at swiftly diagnosing and resolving intricate electro/mechanical equipment, computer systems and software issues. Possesses a strong track record of enhancing product performance and client satisfaction. Offers a unique blend of advanced troubleshooting skills, SQL proficiency, and a proven ability to streamline issue resolution. Eager to contribute these assets towards driving excellence in customer service for a forward-thinking organization.

Multi-faceted Technical Support Engineer with expertise in :

Customer Service ǀ Sales ǀ Account Management ǀ Database Management ǀ Organization Strategies ǀ Data Entry ǀ Troubleshooting ǀ Effective Planning ǀ Time Optimization ǀ Verbal & Written Communication ǀ Phone Etiquette ǀ Research ǀ Cross-functional Collaboration ǀ Conflict Resolution ǀ Problem Solving ǀ Type 60+ WPM ǀ Empathy ǀ Relationship Building ǀ Multitasking ǀ Process Optimization ǀ Remote Management

TECHNICAL PROFICIENCIES

Salesforce ǀ Jira ǀ SQL & SQL Developer ǀ A/S 400 IBM Platform ǀ Microsoft Office Suite ǀ Google Suite

WORK EXPERIENCE

TECHNICAL SUPPORT ENGINEER 1999 – 2023

Imagine Communications, Englewood, CO

Spearheaded critical scheduling documentation including Turner Broadcasting (ABC, NBC, FOX, CBS), ensuring uninterrupted operations.

Responded promptly to critical broadcasting issues, ensuring seamless operations for major providers under Turner Broadcasting (COX Media, Spectrum, DISH, DirectTV).

Oversaw Turner Broadcasting account, exceeding Service Level Agreements (SLAs) for content delivery software, resulting in revenue optimization and operational efficiency.

Maintained 90%+ customer satisfaction, surpassing Service Level Agreements, while effectively managing communications for Turner Broadcasting.

Demonstrated proficiency in advanced troubleshooting and SQL, resulting in a marked reduction in resolution times and enhanced system performance for Turner Broadcasting.

Authored an extensive library of knowledge articles, significantly improving troubleshooting efficiency for both team members and clients at Turner Broadcasting.

Leveraged the A/S 400 IBM platform to streamline operations and ensure seamless delivery of services.

NATIONAL/REGIONAL SALES COORDINATOR 1993 – 1999

KDRV TV- Chambers Communications Corporation, Medford, OR

Managed over 200,000 in revenue, overseeing precise data entry within the enterprise traffic system, and IBM platform. This optimized commercial scheduling for seamless broadcasting operations.

Orchestrated commercial content scheduling using BMS software, ensuring flawless broadcasting operations.

Lead successful launch and management of CW 100+ network, driving viewership and growth.

Cultivated and nurtured relationships with national and regional clients, resulting in improved client retention rates.

Leveraged Nielsen ratings for targeted demographic analysis and generated compelling client proposals.

Grants Pass, OR 97526 Cell: (719) 338- 4768 Email: ad0pa6@r.postjobfree.com

WORK EXPERIENCE CONTINUED

Pioneered data integrity initiatives, enhancing accuracy in tracking revenue, profit margins, and collection efforts.

EDUCATION

HIGH SCHOOL DIPLOMA

Minidoka County High School, Rupert, ID

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S A M A N T H A S M I T H

S A M A N T H A S M I T H

CUSTOMER SERVICE REPRESENTATIVE