Technical Support Representative

Victor Anyangwe

Senior Technical Support Representative - Apple Inc

Hanover, MD

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

Analytical Technical Support Representative adept at resolving complex software issues. Critical thinker who addresses customer support issues quickly and who consistently exceeds performance standards. Level-headed and calm in stressful situations with well-developed people skills.

WORK EXPERIENCE

Senior Technical Support Representative

Apple Inc - Montréal, Qc. - 02-2019 to 10-2023

• Provide thorough support and problem resolution for customers.

• Maintain composure and patience in the face of difficult customer situations.

• Assisted new employees by explaining protocols clearly and efficiently.

• Achieve consistent 90% and above in Customer Satisfaction in monthly metrics,

including but not limited to call duration, issue resolution, attendance, logging and ownership of cases. • Displayed courtesy and strong interpersonal skills with all customer interactions.

• Maintained ongoing contact with customers, informed them of issue resolution progress

until issue is resolved satisfactorily.

• Escalated difficult issues to our Site Engineering team while maintaining positive

rapport with customer

• Resolved customer complaints and concerns with strong verbal and negotiation skills.

Collection Agent

Philadelphia, PA - 05-2012 - 12-2018

• Handled a high influx of in-bound and out-bound calls pertaining to the reconciliation and collection of delinquent accounts.

• Managed a revolving monthly caseload to establish contact and pursue collection of consumer debt.

• Initiated consumer negotiations for debt recovery.

• Negotiated settlements or monthly payment allowances within specific client guidelines.

Credit Card Processor

Wachovia Bank - Philadelphia, PA - 2006-09 - 2008-11

USA

• Processed credit card applications for new customers, setting credit limits and terms of service according to customer credit and background

• Review invoices both paid and outstanding and record them for future reference.

• Investigate and resolve charges disputed by customer.

EDUCATION

Certified Authorization Diploma

Data Service Group 2014-2016

Red Hat System Administrator Certificate

VoxMobile 2020 - 2021

SKILLS

Excel, iOS, MAC, macOS, Outlook

ADDITIONAL INFORMATION

SKILLS

Fluent in English, French and Russian.

Excellent knowledge of macOS, iOS, Windows, Word, Excel, Power Point, Outlook

Contact this candidate