Customer Service Technical Support

BERTHA MAYS

*********@*****.*** 901-***-****

Memphis, TN 38141

PROFESSIONAL SUMMARY

Knowledgeable and dedicated customer service professional with extensive experience in Customer Service and Technical Support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

SKILLS

Credit card processing

Sale expertise

Report preparation

International sales support

Order fulfillment

Complaint resolution

Multi-line phone talent

MS Office proficiency

Service standard compliance

Technical support

Receiving support

Data entry

Strategic sales knowledge

Money handling abilities

Administrative support

Recordkeeping strengths

Creative problem solving

Good listening skills

Account management

Training development aptitude

POS systems expert

Staff education and training

Quick learner

Mac systems

Desktop support

Data recovery

Windows 10

Software diagnosis

Microsoft Certified Solutions Expert (MCSE) Certificate

Microsoft Certified Professional (MCP)

Microsoft Certified Desktop Support Technician (MCDST)

Customer service expert

WORK HISTORY

Customer Service Representative Connexion Point LLC - Memphis, TN 01/2015 - CURRENT

Resolved customer complaints and addressed emergency requests and needs.

Documented and detailed calls and complaints using call center's CRM database.

Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Informed customers of policy changes to educate on issues and resolve concerns.

Trained and directed 300 new employees in call script use, conflict resolution and data entry practices, increasing customer satisfaction ratings 100% .

Customer Service Representative Conduit Global - Memphis, TN 01/2014 - 12/2014

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Cross-trained and provided back up for customer service managers.

Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.

Assisted customers by listening closely, finding solutions to problems and making recommendations based on extensive product knowledge.

Met all customer call guidelines including service levels, handle time and productivity.

Customer Service Representative Comcast - Memphis, TN 01/2006 - 01/2011

Led support team as level-three supervisor providing assistance to average users globally in 24/7 support environment.

Conducted in-depth product and issue resolution research to address customer concerns.

Answered Incoming calls from residential and small business customers an troubleshoot all products.

Resolved issues with systems, hardware and telephones quickly and accurately.

Broke down and evaluated user problems using test scripts, personal expertise and probing questions.

Technical Support Representative EFS Concord - Memphis, TN 01/2003 - 01/2004

Provided solutions to operations issues for users of STAR, VERTIPHONE, and HYPERCON, working closely via phone, email, live chat and web teleconference with end users.

Uploaded new software, rolled out updates .

Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.

Wrote and reviewed tickets to request maintenance to various types of equipment.

Enthusiastically participated in job-related training to enhance skills and extend expertise in technology.

Technical Support Representative MCI CONSUMER MARKETS - Memphis, TN 01/1991 - 01/2002

Maintained 100% up time of system and performed back ups as requested.

Responsible for administration of Microsoft NT, Outlook, Express and Telco and deleting users as needed.

Daily tasks included testing software for bugs, user friendly and installing

Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs using different Software.

Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.

EDUCATION

Henry High, Byhalia, MS

High School Diploma:

RETIRED

2011

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