Technical Support Customer Service

Houston, MN ***** 832-***-**** *********@*****.***

ROBIN YORK

Versatile Technical support Representative experienced with inbound and outbound customer service and collections. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Adept at analyzing system performance and security to drive optimal user experience.

PROFESSIONAL

SUMMARY

SKILLS Corporate Social

Responsibility

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● Organizational Policies

● Hardware Installation

● Hardware Diagnostics

● Remote Technical Support

● Network Configuration

● MS Office Expertise

● Quality Assurance Controls

Exceptional Interpersonal

Communication

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● Set Organizational Policies

● Conflict Management

TECHNICAL SUPPORT REPRESENTATIVE 07/2023 to Current Everise

CUSTOMER SERVICE REPRESENTATIVE 04/2018 to 07/2023 Sitel

TIER 2 TECHNICAL SUPPORT SPECIALIST 03/2013 to 04/2018 Alorica

WORK HISTORY

Support customer needs related to Client specific high speed internet services and or devices including troubleshooting, triage, and additional required resolution techniques.

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Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues with 97% accuracy.

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● Remove malware, ransomware, and other threats from laptops and desktop systems. Troubleshoot problem areas (by telephone, remotely, or via email) in a timely and accurate fashion and provide end-user assistance where required.

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Exceeded personal/customer service team targets and call handling quotas withholding a 99% accuracy.

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Performed general problem solving and assistance on diverse software applications and hardware systems for department users and/or the university community.

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Provided individual and/or group instruction and training to faculty, staff, and/or students on new or updated technologies.

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Handled customer complaints, provided appropriate solutions and alternatives within the 24-48 hour time limits; follow up to ensure resolution with 100% customer satisfaction rating.

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Developed comprehensive documentation for frequently encountered issues which facilitated and faster resolution time by 88%.

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Coordinated, maintained, and input applicable records such as, but not limited to, network users, security, and tracking inventory levels of equipment and materials; input and reconciled billing information from record keeping system.

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Participated in the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.

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Addressed and solved technical problems in a timely manner and complete all work assignments within expected time frames with a 99% customer resolution score.

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Sharpstown High School, Houston, TX

High School Diploma

EDUCATION

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