Support Representative Customer Service

STACIA ROMERO

**** *. ********* ***** · 650-***-****

**********@******.*** · linkedin.com/in/stacia-romero-9487812 ·

Full-time project manager seeks part-time, flexible, remote work in Customer Service; applying advanced problem-solving, critical thinking skills and extensive experience in call center and customer service roles.

EXPERIENCE

OCTOBER 2021 – FEBRUARY 2022

WAREHOUSE ASSOCIATE, AMAZON

• Processed customer returns received from various return hubs.

• Prepared returns for resale through Amazon entities.

• Assisted other departments with various tasks as needed.

MAY 2019 – JANUARY 2020

CLIENT SERVICES MANAGER, TOTLCOM

• Managed support desk staffed with junior customer service representatives.

• Point of escalation for matters concerning customer satisfaction.

• Scheduled service calls and managed daily schedule for technicians.

• Processed equipment orders for customers and service technicians.

• Communicated service call and order status to customers through various channels.

• Revised ticket management process and documented new procedures.

• Ensured superior customer experience and provided professional support to customers and service technicians.

OCTOBER 2007 – MAY 2019

SUPPORT REPRESENTATIVE/PROJECT MANAGER, XTELESIS

• Interacted with customers to quickly identify the root of their issues or concerns.

• Logged requests for support in company’s system and assigned to appropriate technician.

• Installed and configured PBX hardware and software via remote session.

• Conducted training for end users via remote session.

• Managed projects including setting timelines, gathering data, ordering equipment, and scheduling resources.

EDUCATION

JUNE 1991

BACHELOR OF ARTS, ECONOMICS, UNIVERSITY OF CALIFORNIA, SAN DIEGO 2

SKILLS

• Experienced in taking 60+ calls daily

• Capable of managing 20+ active support tickets

• Experienced in troubleshooting device and

application issues

• Accomplished at training on product feature

and procedures

• Interpersonal and communication skills

• Critical thinking

• Problem solving

• Technical skills

• CRM/ticket management (Salesforce,

Autotask, TigerPaw)

• Microsoft Office

ACTIVITIES

I enjoy practicing all forms of wellness including yoga, meditation and aromatherapy. Reading is a lifelong passion, especially publications that focus on self-care and wellness that I can share with others.

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