Bryan Smith

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

Clifton, NJ ***12

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

ad49v0@r.postjobfree.com

An experienced customer support professional with experience in analyzing, troubleshooting, and resolving complex issues with a strong focus on customer resolution, in a wide range of industries from Finance, Technology and Retail. Excellent interpersonal and communication skills, both verbal and written. An ability to handle highly confidential material on a regular basis. Flexible and able to learn with ease any personalized computer program/all other equipment, and rules/regulations a new work environment may have. An extensive history of optimizing client satisfaction by identifying client needs and striving to deliver tailored solutions beyond the clients' original requests.

EXPERIENCE

Deloitte & Touche., Orlando, FL 03/2021 to 11/2023

Customer Support Level 1

Assisted Project Leadership by managing user access and profiles within project applications such as Jira, Octane and PMC.

Created project plan from client scope of work.

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

Oracle Hospitality PMS., Orlando, FL 12/2018 to 01/2020

Bilingual Customer Support Analyst

Managed and resolved Opera PMS application post-sales non-technical support for Bi-lingual customer inquiries via phone, email, and My Oracle Support.

Based on customers inquiry and region, routed contact to appropriate department for resolution.

Apple, Inc., Orlando, FL 10/2015 to 06/2018

At-Home AppleCare Bilingual T1 Mac + Advisor

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

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

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

At-Home AppleCare Bilingual T1 iOS Advisor 06/2014 to 10/2015

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

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

The Home Depot., Atlanta, GA 05/2010 to 01/2014

Customer Care Supervisor

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 resolve complex customer issues while ensuring timely follow up and customer satisfaction.

The Home Depot., Atlanta, GA 11/2009 to 05/2010

Bilingual Resolution Expeditor

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.

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

Bilingual Customer Sales Associate III

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.

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

Client Database Specialist

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

PMC, ServiceNow, Jira, and Octane

iOS, macOS, TvOS, WatchOS, iWork, AirPort Utility, and iCloud.

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

G Suite, Google apps.

Text Expander.

SAP CRM

One hundred percent fluent in Spanish both oral and written.

Contact this candidate