Customer Service Technical Support

Joseph Yost

404-***-**** ******@*****.*** LinkedIn Atlanta, GA

Exceptional Customer Service and Support professional with 8+ years of experience spanning banking, telecommunications, private aviation base of operations, and insurance. Proven expertise in creating rapport with customers while researching and assisting them in their time of need. Adept at helping to determine root cause of issue being experienced and determining best avenue to resolve item. AREAS OF EXPERTISE

Customer Service Customer Support Copy Editing Data Entry Tier 1 Technical Support TECHNICAL SKILLS

Microsoft Office Suite Salesforce ServiceNow HP Service Manager Typing Speed: 55wpm 10-key speed: 10,000ksph

PROFESSIONAL EXPERIENCE

Support Center Representative – Enterprise Tech Support Center 08/2013 – 03/2023 State Farm Insurance Dunwoody, GA

Tier 1 Tech Support Representative – 85% average Resolved at First Contact

Supporting Insurance Sales Agents with SaaS tools used for their daily operations

Handled interactions using both phone and chat

Interaction Quality Reviews averaged 90%

Awarded six month temporary development with Tier 2 Tech Support handling Outlook and Skype Contingent Worker 08/2011 – 08/2013

Spherion/Ranstad Staffing Atlanta, GA

Tier 1 Tech Support Representative on assignment with State Farm Insurance – 85% average Resolved at First Contact

Interaction Quality Reviews averaged 90%

QA for interactions handled by contingent worker peers on same assignment at State Farm while appointed as Team Lead for same by on-site Staffing Agency manager AWARDS and HONORS

Recipient of numerous Ovations, Customer Champion, and On-The-Spot awards/commendations during tenure with State Farm Insurance

Member of BellSouth LCSC Initiative “Project NOVO” representing Complex Services Group

Seven time recipient of BellSouth’s “Simply the BEST” recognition award.

Five year volunteer service award with Dragon*Con [annual international media convention]

Two-time recipient of “Customer Service Excellence” award while with Boise Cascade EDUCATION

Bachelors of Science, Biology

University of South Florida Tampa, FL

Associate of Arts, English-Creative Writing

Manatee Community College Bradenton, FL

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