Customer Service Support

Mitzi A. Copeland

**** ***** ***** *****, **********, CA 94566

Mobile: 541-***-****

*****.********@*****.*********:********@*******.***

SUMMARY OF QUALIFICATIONS

Exceptional customer service and project management technical support, to include troubleshooting

Superior problem solving, organizational and analytical skills

Ability to manage and prioritize multiple projects and stay organized within a fast-paced environment

Excellent communication and interpersonal skills with the ability to communicate technical details in terms that an end-user can understand and translate into actions

Team player with the ability to work effectively with various departments as well as diverse cultures

Experience supporting software and/or networking solutions on Windows and Unix platforms

Strong SQL skills, client/server architecture and relational databases

PROFESSIONAL EXPERIENCE

ACOUSTIC LLC October 2021 – July 2022

Analyst/Customer Support Level 2 Representative

Responsibilities include researching, ensured assigned retailer program cases meets or exceeds all established SLAs. Mentored and Cross Trained team on their nuances of assigned accounts. Ensured that emergency situations are escalated and customer issues are resolved. Functions as main point of communication for any process or procedures. Developed strong working relationship with cross functional teams.

Ability to work under pressure

Strong procedural knowledge of Customer Service

Strong problem, organizational and analytical skills

History of consistently meeting established individual performance objectives

THE PERFORMANCE GROUP May 2021 – Oct 2021

Administrative Assistant/Customer Service

Responsible for providing support services to clients, customers and business managers.

Served as liaison between company and national client manufacturers

Enter Orders and Coordinate delivery process between clients and customers

Processed and generated sales analysis and reports determining product success

Ensured completion, submission and execution of contracts and new item forms via proprietary web-based systems

HCL ENTERPRISES/IBM October 2009 – Nov 2020

Senior Customer Support Technical Engineer

Responsibilities include researching, resolving and recording all levels of questions from end users. Deliver quality service while adhering to service level agreements (SLAs), processes and protocols for case management to resolve customer issues of critical applications in a timely manner

Familiarity with working from a ticketing system as part of a larger team supporting many clients

Proven troubleshooting methodology to solve challenges

Working knowledge of Active Directory, DNS and DHCP

Understanding of networking principals

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