Customer Service Sales Representative

Tracy Lanning

**** ******** **, *** ******, NM Cell: 575-***-****

************@*****.***

Professional Summary:

I work with multiple people who call in with issues that need to be resolved. Some of the issues are technical and some are emotional. The technical issues involve Macs, iPhones, iPads, and iPods. I am also part of a program that teaches the new employees how to do the job that I do. I am also part of a program that helps to boost a positive environment. I enjoy working out issues that arise and when I have a job to do I get it done. Work History:

Customer service

MCI- Las Cruces, New Mexico 08/21 to Current

2255 S Main st, Las Cruces, NM 88005

Sales Representative

TLC & Associates- Las Cruces, New Mexico 11/20 to 05/21 2100 Summit Ct, Las Cruces, NM 88011

Technical Support Analyst

Volt - Las Cruces, New Mexico 05/12 to 06/19

506 S Main st #202, Las Cruces, NM 88001

Customer service

Sitel - Las Cruces, New Mexico 02/09 to 04/12

2100 Summit Ct, Las Cruces, NM 88011

Education:

High School Diploma: General

MayField Hight School:

1955 N Vally Dr, Las Cruces, NM 88007

Skills:

Good Customer Service. Training Others.

Good at Resolving issues.

Technical support on Macs and, iOS devices.

Work with Mac and Windows programs.

Good at working with a team.

Good at working with customers.

Responsible for answering customer questions and assisting Tier 1 Advisors. Ensure call resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.

Take ownership of complex customer issues and work with the customer toward resolution.

Escalate issues to engineering for resolution as appropriate. Maintain a polite and professional demeanor with internal Advisors and external customers.

Utilize documented technical and procedural information to resolve customer’s issues in a timely manner.

Provide high quality Tier 1 level support for certain types of customers Handle delegated cases, consultations, and transfers from Tier 1 Advisors Handle cases about recently introduced projects and collect certain information.

Provide resolution of financially sensitive technical issues via replacements, captured units, or appeasements.

Act as a“surveillance net” for potential product issues. Managing a case load of unresolved issues.

Gather information on newly developing issues and escalate appropriately. Make outbound calls to follow up on escalations. Contribute to other projects if requested.

Regular and consistent attendance is an essential function. Employee understands and agrees to maintain all information security protocols for their role.

References:

Chantelle Lilly Sapien Co-Worker 575-***-****

Michael A Colmen Personal 575-***-****

Tracy M Rader Co-Worker 575-***-****

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