Technical Support Customer Service

Tara Bivings

Sun City Center, FL ***** 313-***-**** **********@*****.***

TECHNICAL SUPPORT COORDINATOR

Personable and dedicated with technical support coordinator with extensive experience in customer service and technical support. Proven ability to understand and escalate customer technical issues efficiently and appropriately, while establishing rapport with customers. Adept at partnering with cross-functional teams to provide value-driven solutions that enhance efficiency and achieve organizational goals. Adapts quickly to business requirements while exercising sound judgment and providing exceptional customer service.

AREAS OF EXPERTISE

Problem Solving Skills Intake Support Communication Skills Rapport Building Technical Support Prioritization

SELECTED ACCOMPLISHMENTS

Improved delivery of various products and services by discovering the needs of customers, realizing overall increase in customer satisfaction and cost efficiency.

Recognized as Employee of the month for outstanding performance and team contributions.

Promoted to Coord-Tech Support II due to experience and skill that achieved great results.

Consistently maintained high customer satisfaction ratings.

EXPERIENCE

Verizon Wireless (a Verizon Communications, Inc. Div.), Tampa, FL; Ruskin, FL; Southfield, MI 01/2010 – Present

Coord-Tech Support II, Tampa, FL, 01/2010 – Present

Provide real-time support to everyday users from various departments and guided individuals through basic troubleshooting. Create new accounts, reset passwords, in addition to configuring access to servers and file management software for users.

Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.

Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.

Documented repair processes and helped streamline procedures for future technical support actions.

Implemented system security and data assurance software.

Assisted customers with various types of technical issues via email, live chat, and telephone.

Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Supported customers with online billing, access, and account issues.

Devised incisive workarounds and resolutions for IT-related problems.

Increased overall company performance through improved IT uptime and cost reductions.

Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.

Coord-Tech Support I, Ruskin, FL, 10/2008 – 12/2009

Answered use and repair questions via in-person, email, and telephone.

Consulted via telephone to understand user problems, run through testing scripts, and ask probing questions to locate root causes.

Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.

Provided real-time support to everyday users of customer service.

Tara Bivings 313-***-**** Page 2

Verizon Wireless (a Verizon Communications, Inc. Div.), Tampa, FL; Ruskin, FL; Southfield, MI 01/2010 – Present

Coord-Tech Support I, Ruskin, FL, 10/2008 – 12/2009 (Continued)

Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.

Documented repair processes and helped streamline procedures for future technical support actions.

Assisted customers with various types of technical issues via email, live chat, and telephone.

Supported customers with online billing, access, and account issues.

Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.

Devised incisive workarounds and resolutions for IT-related problems.

Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.

Senior Rep-Customer Service, Southfield, MI, 04/2008 – 10/2008

Educated customers about products, pricing, and policies, in addition to addressing and resolving concerns, and providing account information.

Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.

Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.

Met and exceeded performance goals to support long-term company growth and market dominance.

Handled calls for new sign-ups, service cancellations and cross-selling opportunities.

Consulted with customers regarding needs and addressed concerns.

Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.

Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.

Oversaw and guided team of 10-12 to handle customer call escalations, training and mentoring new employees on customer service and order processing.

Managed processing, scheduling, and execution of customer purchase orders.

Delivered expert technical support to customers and resolved a broad array of issues.

Processed customer account changes with proprietary software.

Cross-sold services and products to consistently increase team revenue.

Audited customer account information to identify issues and develop solutions.

ADDITIONAL RELEVANT EXPERIENCE

Wireless (a Verizon Communications, Inc. Division), Southfield, MI

Customer Care Representative

Delivered fast, friendly, and knowledgeable service for routine questions and service complaints. Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products. De-escalated customer issues with proven conflict mediation and problem-solving abilities. Kept customer and system account information accurate and current to support timely resolutions for concerns. Promptly responded to customer inquiries and resolved complaints to promote loyalty. Maintained high satisfaction score by consistently resolving first-call issues. Delivered customer support to high call load each shift. Researched resolutions, contacted necessary departments and responded to customers by phone, mail or fax as follow-up. Educated customers where applicable to alleviate the need for future contact. Built sustainable relationships and trust with customer accounts through open and interactive communication. Provided feedback on customer service efficiency to deliver better support options. Recommended potential products or services after analyzing customer needs. Supported customers to maintain positive relationships throughout and following sales processes.

Tara Bivings 313-***-**** Page 3

Wireless (a Verizon Communications, Inc. Division), Southfield, MI

Customer Care Representative (Continued)

Documented customer correspondence in CRM to track requests, problems, and solutions. Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns. Prepared customer reports by gathering data collected during customer interactions. Processed customer account changes with proprietary software. Promoted product offerings to drive growth and exceed benchmarks. Evaluated and identified opportunities to drive process improvements that positively impacted customer experience. Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.

EDUCATION

Some College (No Degree) in Business Administration

Wayne County Community College District, Detroit, MI

Some College (No Degree) in Business Administration

Strayer University, Washington, DC

High School Diploma, 06/1990

Cody High School, Detroit, MI

CERTIFICATIONS

A+ Certification

Network+ Certification

Certificate in Medical Insurance Coding, Inkster Vocational Inkster

COMPETENCIES

Core

Troubleshooting Skills Troubleshooting Abilities Troubleshooting User Training Expertise Repair Expertise Technical Support Background Issue Resolution Repair Skills Data Processing Troubleshooting and Diagnosis System Configuration Interpersonal Skills Database Management Problem-Solving Device Installation Multitasking and Prioritization Troubleshooting Network Issues Issue and Resolution Tracking User Support Project Coordination Customer Service Employee Computer Support Organizational Skills Customer Communication and Empathy Hardware Diagnostics System Optimization Analytical and Methodical Call Management Active Listening Incoming Call Management Verbal and Written Communication Attention to Detail Tracking and Documentation Error Detection Call Center Operations Creative Issue Resolution Support Services Teamwork and Collaboration Defect Analysis and Resolution Customer Needs Assessment Equipment Repair Technical Troubleshooting Friendly and Patient

Technical

Data Security Hardware Evaluations LAN and WAN Assessment Account Administration System Performance Assessments Hardware and Software Repair Hardware and Software Configuration Technical Documents Comprehension Software Patches Application Support Data Recovery Voice and Data Service Migration Application Installations

Software

Access Management Software Microsoft Windows and Office

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