Technical Support Customer Service

Carol Troy

Technical Support & Customer Service Specialist

*****.***.****@*****.*** • 425-***-****

LinkedIn • Snohomish, WA 98290

Highly analytical professional with years of experience improving client satisfaction by expertly managing inbound/outbound customer calls; currently looking to pursue career within a remote working environment.

Adept at collating client’s feedback from various sources and conducting in-depth research to propose improvements in product development. Equipped with strong knowledge of cell phone device troubleshooting, as well as network provisioning and problem resolution. Recognized for maintaining positive and friendly attitude despite challenging situations. Proven success in building strong customer relationships by providing value-driven services. Skilled communicator with extraordinary interpersonal, multitasking, and relationship building skills.

Areas of Expertise

Client Service & Support

Hardware & Software Installations

Warranty Claims Administration

Customer Relationship Building

Inbound Calls Management

Process Improvement

Troubleshooting & Diagnostics

Cross-functional Collaboration

Billing & Payments

Professional Experience

AT&T – Bothell, WA 2006 – Present

Technical Support Specialist

Utilize various programs (Can you please share the list of programs or tools that you utilized?) for execution of day-to-day activities. Provide first-level support to customers in timely resolution of mobility support issues through management of high-volume inbound calls. Remotely troubleshoot complex issues with services, equipment, and customer accounts. Collaborate with network engineers to promptly process service issue tickets. Cultivate professional relations with each client, while treating everyone with respect and empathy, as well as delivering assistance in purchasing right product based upon their requirements.

Conducted research on returned equipment in AT&T warehouses to process product sales on discounted rates based upon the problem of each device.

Reviewed and processed warranty claims, while ensuring complete compliance with contractual obligations.

Increased customer satisfaction and retention by providing best-in-class services.

Additional Experience

Client Service Manager, National Maintenance, Bellevue, WA

Education

High School Diploma

Inglemoor High School, Bothell, WA

Training

Veterinarian Assistant/Grooming

Dog Grooming