CHRISTOPHER RYAN KING

San Tan Valley, AZ ***** / (480) - 255 - 9531 /

ad2jzk@r.postjobfree.com

CALL CENTER MANAGEMENT CUSTOMER SERVICE & TECHNICAL SUPPORT EXPERT PROFESSIONAL SUMMARY:

Multi-faceted Customer Service Representative who demonstrates superior proficiency in various call center roles. Work roles include but are not limited to, Customer Service, Membership, Technical Support, Billing & Payments, and Customer Retention. Key-role functionalities like building rapport, probing, issue isolation, troubleshooting, gaining agreement, resolution attainment, next-step advisal, and retentive services are specialty skill sets acquired over 15 years of accumulated professional experience. CSR offers call-metric performance proficiency and a willing approach to provided tasks. Guarantees a consistently high level of productivity and readily strives to exceed company call-metric expectational goals. Adept at applying previously acquired expertise to complete position-related functions, duties, or responsibilities with excellence. Vibrantly amicable and readily permeates a positive attitude in the workplace. Centrally focused and geared toward setting a tone of amalgamated unanimity within the work environment. EMPLOYMENT:

(AT-HOME) TECHNICAL SUPPORT REPRESENTATIVE - LEVEL 2 Ring Inc. / Santa Monica, CA / August 2022 to March 2023 Provided prompt, efficient, detailed technical support and customer service by directly engaging with clientele. Acted as a “Liaison” for patrons by communicating, directing, or escalating customer issues/concerns to the designated department or specified leadership. Worked with cross-functional support teams to ensure a consistent and high-quality support level. Navigated multiple company-based software systems & web applications while researching relevant solutions to technical problems. Developed detailed knowledge about company products, services, and features. Provided advanced electronic-device troubleshooting that led to finding accurate solutions. Acted as an advocate for clientele by reporting any evaluated areas where the company could procedurally improve. Actively sought solutions to customer needs while communicating issue trends to given leadership. Offered suggestions of innovative solutions; to beneficially enhance the customer experience. Patiently listened to, understood, and solved complex technical customer issues. Investigated, documented, and resolved clients’ technical problems consistently. Handled various contact types including, but not limited to, Chat, Email, and Inbound / Outbound voice calls.

(AT-HOME) CUSTOMER SERVICE REPRESENTATIVE - LEVEL 1 Webhelp Americas LLS / Nottingham, MD / July 2021 to March 2022 Resolved existing customers' cases in a courteous and timely manner. Verified customer account information and provided any acceptable issue-resolution options or permissible solutions. Demonstrated sound judgment towards complex situations by negotiating and making decisions when needed. Proficiently answered customer inquiries. Arranged returns, exchanges, refunds, and other membership services. Contacted third-party affiliated service providers as a customer liaison to resolve customers' cases when necessary. Educated customers on product knowledge and self-help tools; this included a web forum where customers could formally express discontentments or concerns. Yielded superior call center proficiency by continually offering empathy, reassurance, personalization, and rapport-building etiquette throughout each customer interaction on every call. Seamlessly enhanced the customer service experience for the clientele. Accurately documented customer interactions via web-based CRM software programs & web applications. Utilized company-based resources to self-educate on company products, services, customer interaction techniques, and desired call etiquette. Supported management by answering CSR L1 agents' questions in a team-specific general chat or referred agents to provided company-approved self-help knowledge-base tools. Assisted and further supported team members with call metric guidance, company policy & product knowledge education, referral to company knowledge-based articles, and other aid forms when needed. REFERENCES AVAILABLE UPON REQUEST

(AT-HOME) FRONTLINE VIRTUAL ASSOCIATE - LEVEL 1 REFERENCES AVAILABLE UPON REQUEST Wayfair Inc. / Vernon Hills, IL / June 2020 to September 2020 Balanced technology and human empathy to build customer trust and loyalty. Provided instructional guidance to enrich customers’ virtual shopping experiences. Assisted customers with remedying membership and account issues. Worked directly with the client base, functioning as a Liaison between customers, suppliers, and third-party vendors addressing product questions and order issues. Aided proactively in a fast-paced call center environment providing resolutions benefiting company retention goals.

(AT-HOME) TECHNICAL SUPPORT REPRESENTATIVE - LEVEL 2 Conduent Commercial Solutions, LLC / Richardson, TX / June 2018 to August 2019 Administered exceptional customer experiences by empowering customers with product knowledge and consistently handling customer interactions proficiently. Proficiently addressed customers’ questions, comments, and concerns regarding company products, services, and customer account details. Researched and assisted customers in troubleshooting technical issues via an internet phone connection. Tailored specific case-by-case solutions for each customer contact; which enhanced customer product and service enjoyment and appreciation. Navigated easily through multiple computer applications with speed and accuracy. Toggled between 12-15 company-based software applications with speed and accuracy, during customer interactions. Efficiently researched and identified solutions to resolve customer issues using computer-based resources and company-provided software application tools. Worked in a paperless work environment due to customer privacy being paramount. Gained an active knowledge base of 10+ business lines, of which several required product knowledge for multiple or bundled company products. Promoted from Technical Support L1 to L2, after six months of employment; due to consistently reaching and exceeding call metrics and performance standards. Embraced ongoing personal development through regular training; which served as a curriculum geared towards enhancing an advocate’s familiarity with company guidelines, procedures, resolution tactics, general and work-specific technical knowledge, and problem-solving/ troubleshooting skills. Attended weekly agent development/coaching sessions with a direct supervisor, to progressively enhance technical knowledge and problem-solving skills.1

(AT-HOME) TECHNICAL SUPPORT REPRESENTATIVE

TeleNetwork Partners LTD / San Marcos, TX / May 2017 to May 2018 Mastered self-created customer service script with 100% accuracy; to ensure customer satisfaction. Gave accurate and appropriate information to answer questions, comments, and complaints; while troubleshooting issues and providing problem resolution. Exceeded corporate target of achieving 92% customer satisfaction by 5%; within six months after employment. Proficiently transferred and re-directed misdirected inbound calls, to proper service queues; to enhance call flow and maintain low-volume call queues. Made reasonable procedure exceptions and exemptions to accommodate unusual customer requests or situations, with supervisory approval. Entered customer data into the company- provided database systems and software applications. Assisted customers with accessing online company websites; also, provided specialized guidance for non-technical savvy customers. Reviewed customer records to ensure appropriate modifications were made when needed. Rapid adaptation to new company systems and web-based applications. Maintained supreme efficiency in call performance, through a company merger. Probed accurately, which demonstrated call center expertise and excellence in call management, low call queue levels, and impeccable call metrics statistics. Elite performance of multi-screen toggling. Ensured all customer questions, complaints, and comments/concerns were responded to promptly. Maintained intricately detailed records of customer interactions and transactions in company-generated customer database systems. Efficiently gained an immense command of all required company database programs and analyzed/responded to customer requests with urgency.

EDUCATION:

ASSOCIATE OF BUSINESS ADMINISTRATION ENDORSEMENT(MINOR): SPANISH LINGUISTICS Oakland Community College - Farmington Hills, MI / GPA - 3.97 (May 2006) BACHELOR OF BUSINESS MANAGEMENT DOUBLE MAJOR: ENTERTAINMENT & BUSINESS MANAGEMENT Los Angeles Film & Recording School - Hollywood, Los Angeles, CA / GPA – 3.98 (May 2022 SKILLS / QUALITIES: REFERENCES AVAILABLE UPON REQUEST CUSTOMER SERVICE (20+ years), CALL CENTER (15+ years), TECHNICAL SUPPORT (7+ years) MICROSOFT OFFICE PROFICIENCY (Word, Excel, Outlook, PowerPoint, etc.) / 70+ WPM (no errors) / CUSTOMER SERVICE SAVVY / ASTUTE COMMUNICATORY SKILLS (articulate, quick-learner, willing mindset, tenacious) / BILINGUAL ~ VAST COMMAND OF ENGLISH & SPANISH LANGUAGES / COMPASSIONATE AND PERSONABLE AWARDS:

WORLD CLASS CUSTOMER SERVICE AWARD

March 2014

Amongst many other customer service awards, this was an especially notable award provided by the company. This company-wide honorable mention got awarded to associates who received numerous customer satisfaction surveys and those agents who continuously exceeded call-metrics goals.

CERTIFICATIONS LICENSES:

CALL CENTER TRAINER CERTIFICATION _Received, September of 2013_ This certification required learning a company-based curriculum provided to every newly hired trainer. Post-completion of the program, trainers were given an official certificate that verified their completion of the required coursework. This certification officially certified trainers to teach the company’s curriculum to new oncoming training classes. ADVANCED TECHNICAL SUPPORT CERTIFICATION _Received, August of 2016_ To successfully advance any technical support role, associates had to complete instructor-led training classes with 85% or higher. The curriculum-based program increased agents’ product knowledge and aided in progressing agents’ tech support expertise. Agents matriculated from delivering rudimentary technical assistance into a senior tech position for an advanced tier of support. As a culmination, the company hosted a post-completion ceremony. During the gala, graduating trainees received an official certificate which qualified their promotion to the next support level in: Technical Issue Problem Resolution.

CALL CENTER MANAGEMENT CERTIFICATION _Received, May of 2011_ Post-completion of the company-based training, agents earned an official certification, "Call Center: Customer Service: Supervisory & Managerial." Coursework included these subjects: corporate education, managerial procedures, workplace protocol, setting team expectations, observing company-wide practices, and implementing new policies & procedures. Following the 90-day training program, trainees were issued an SBOE collegiately-recognized proctored examination. Upon completion, with 80% or higher, associates were awarded an official certificate and received an engraved plaque that solidified their ranking. Additionally, immediately following graduation, new leadership agents were inducted into the leadership staff and assigned a team of ten or more agents.