Bryan Smith

** ******* **** ****

Clifton, NJ ***12

Mobile: 770-***-****

ad494t@r.postjobfree.com

An experienced customer support professional adept at analyzing, troubleshooting, and resolving complex issues with a strong focus on customer resolution. I am seeking a position to contribute my experience and knowledge in a customer support role.

EXPERIENCE

Customer Support Level 1

Deloitte & Touche

Orlando, FL 03/2021 to 11/2023

-Troubleshooted and resolved broad range of issues of the firm’s project management and enterprise solution tools.

-Assisted with project set up, project control and workplan management for both internal and external users.

-Followed up with users to ensure resolution. Created tickets using ServiceNow for all incoming calls, emails, and chat.

Bilingual Customer Support Analyst

Oracle Hospitality PMS

Orlando, FL 12/2018 to 01/2020

-Troubleshooted and resolved Opera PMS application post-sales non-technical support for Spanish and English customer inquiries via phone, email, and My Oracle Support.

-According to customer’s environment and region, partnered with consulting organizations to provide the appropriate resolution for the customer.

At-Home AppleCare Bilingual T1 Mac + Advisor

Apple, Inc.

Orlando, FL 10/2015 to 06/2018

-Provided customer service and technical support for Spanish and English-speaking customers, with a strong focus on issue resolution.

-Supported and troubleshooted all software issues for OS products: MacBook, iMac Mac Mini, Mac Pro and username account security.

-Continued to support and troubleshoot all software issues for all the products in my previous role.

At-Home AppleCare Bilingual T1 iOS Advisor

Apple Inc.

Orlando, FL 06/2014 to 10/2015

-Provided customer service and technical support for Spanish and English-speaking customers, with a strong focus on issue resolution.

-Supported and troubleshooted all software issues for iPhones, iPads and iPods. AirPort Time Capsule, AirPort Extreme, AirPort Express. Apple TV, AppleWatch, Beats products, and Apple ID account security.

Customer Care Supervisor

The Home Depot.

Atlanta, GA 05/2010 to 01/2014

-Ensured superior service to customers by directly supervising the daily operational activities of a team of ten bilingual Resolution Expeditors.

-Coached my assigned team in a manner that assured quality customer interaction with a core focus on building, retaining, and improving customer relationships. Generated and maintained reports for scheduling and staff based on call volume forecast.

-Directly organized and supervised day-to-day operations and activities of my contact center team to achieve key performance goals via call monitoring and case audits. Maintained daily and weekly statistics for individual direct reports, analyzed department results, troubleshooted operational problems and completed team reports as required. Presented weekly business review to senior leadership.

-Identified and analyzed escalated problems and provided guidance and coaching to direct reports for resolution. Served as point of escalation for transactions requiring advanced expertise and discernment to resolved complex customer issues while ensuring timely follow up and customer satisfaction.

Bilingual Resolution Expeditor

The Home Depot.

Atlanta, GA 11/2009 to 05/2010

-Took inbound calls in English and in Spanish from both internal and external customers via telephone, letter and email through active listening and professional communication while identifying root causes of customer issues following predetermined parameters and guidelines.

-Followed up with customers regarding the resolution of the issue while applying quick and accurate decision making to resolve customer issues expeditiously.

Bilingual Customer Sales Associate III

Bank of America. Atlanta, GA 07/2005 to 10/2009

-Took incoming calls in a fast paced and goal-oriented, strong decision-making skills environment. Solicited balance transfers from competitors, sold cash deposits into checking accounts and offered supporting credit card products and services.

-Utilized negotiation skills to determine the most appropriate solicitation for each customer, minimized fraud, while maintaining customer satisfaction and efficiency.

Client Database Specialist

Goldman Sachs & Co. New York to NY 03/2002 to 12/2004

-Used SQLPlus, to pull information from the division’s client management database for the firm’s Global Investment Research Department.

-Generated daily data integrity reports for management. Daily interaction with senior account managers to follow up on data integrity.

SOFTWARE PROFICIENCY

•iOS, macOS, TvOS, watchOS, iWork, AirPort Utility and iCloud.

•Android Operating Systems.

•Windows 7, 8, 10, MS Office and Opera PMS 5.5.0

•G Suite, Google apps.

•Text Expander.

•PMC, ServiceNow, Jira and Octane.

Other assets

One hundred percent fluent in Spanish as a second language. (Oral and written)

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