Customer Service Technical Support
Resume:
Professional summary
Escalation Specialist with *+ years of experience in customer service and technical support. Demonstrates proficiency in escalation management, call analysis, and project management, consistently surpassing sales targets and enhancing customer satisfaction. Adept at fostering cross-functional relationships and implementing innovative, data-driven solutions to optimize support operations and drive significant improvements in service quality. Employment history
Sirius XM Escalation Specialist
Present
Taco Bell Assist Manager
May 2018 - Aug 2021
Jessica Harris
Client relations specialist
*****************@*****.***
Analyze call trends and implement data-driven solutions, improving issue resolution efficiency. Lead escalation resolution and consistently surpass monthly sales targets, driving significant improvements in customer satisfaction and service quality. Develop creative solutions for complex customer issues, streamlining escalation processes and pioneering new approaches to optimize support operations. Maintain meticulous records and deliver precise customer information, ensuring accuracy in all interactions and supporting data-driven decision-making. Foster strong relationships with cross-functional teams to expedite issue resolution, ensuring seamless support and enhancing overall operational efficiency. Resolve high-priority escalations, surpass sales targets, and implement data-driven solutions, significantly enhancing customer satisfaction and operational efficiency. Enhanced customer satisfaction and retention through exceptional service, boosting repeat business.
Ensured financial accuracy by managing cash handling with zero discrepancies. Led team meetings to improve collaboration and communication. Conducted store audits to resolve compliance issues promptly. Optimized staffing levels by assisting in employee scheduling. Conceptualized and executed local marketing initiatives, driving increased foot traffic and contributing to substantial growth in average daily sales. Implemented new training program for cashiers, improving transaction accuracy and speed, leading to reduced errors and increased customer throughput. Whataburger Shift Lead
Feb 2016 - Apr 2018
Education
High School Diploma Cysprings High School
2003 - 2007
I was in Business technology and computer applications, where I learned to work with the entire Microsoft software package including, word processing documentation, excel, access database and PowerPoint presentations. With these different programs I also maintained troubleshoot with the software and hardware.
Skills
Escalation Management Call Analysis
Technical Support Project Management
Sales Enablement Software Troubleshooting
Time Management Communiation
Problem Solving
Additional information
Volunteer Experience or Leadership
Assisted with creating news for Cy springs High School student newspaper such as, informing students about campus events, serving as a check on their school's administration, and uncovering stories that outside media might miss for 2 years in a row. I learned how to publish opinions, improve my writing skills, being the voice of the student body that way students could express their ideas, opinions and ideals.
Ensured compliance with food safety standards, maintained accurate inventory, and managed cash handling procedures with precision.
Optimized shift operations, enhancing food safety compliance and inventory accuracy while streamlining cash handling procedures for improved efficiency. Fostered team cohesion, mentored new hires, and coordinated cross-functional efforts to elevate customer service standards and operational excellence. Initiated process improvements in food preparation and order fulfillment, resulting in reduced wait times and increased customer satisfaction.
Meticulously managed shift schedules, ensuring optimal staffing levels to meet fluctuating customer demands while maintaining budget constraints.
Contact this candidate