Robyn Derry

adt7ks@r.postjobfree.com

SUMMARY OF QUALIFICATIONS:

Utilize effective communication, empathy, and active listening skills to resolve customer concerns. Responsible and detail oriented with strong organizational, problem solving and relationship management skills. Exceptional work ethic and ability to work independently or cooperatively as part of a team.

PROFESSIONAL EXPERIENCE:

Tech Customer Support Associate, Continuum Global Solutions, Boise, ID (Remote)

9/2022 – Present

Handle incoming service calls from customers who need help troubleshooting issues with device/service, identify outages, answer questions on bill/plans, technical support, and more, for wireless cellular service company.

Level 2 Help Desk Technician, Recorded Books, Prince Frederick, MD

4/2010 – 7/2019

Processed incoming emails and calls from librarian and library patrons experiencing login and other technical issues with application, website and desktop programs. Assisted in hiring process for support members. Trained new members of support on all aspects of the position for Level 1 and Level 2 positions. Developed knowledge database for known issues. Maintained customer database. Communicated with Level 3 and Development Team for escalated issues. Assisted with Quality Assurance by testing new app releases and website functionality.

Switchboard Operator/Call Center Agent, College of Southern Maryland, La Plata, MD

8/2009 – 2/2010

Operate multi-line phone to relay incoming and interoffice calls to all four College of Southern Maryland campuses. Provide information to callers on procedures about how to apply and register for classes at the college.

Lead Generator/Telemarketing Sales Agent, Superior Telemarketing, Jacksonville, FL(Remote)

8/2007 – 5/2008

Worked from home office performing customer lead generation through outbound telemarketing from a pre-set call list and script.

Project Administrator, InstallNet, Crofton, MD

9/2005 – 9/2006

Processed furniture dealer requests for quote via fax or email. Pre-priced projects and selected in-network installers to quote and perform installations. Tracked/monitored projects to completion, followed up with dealers, installation companies, and end users to ensure quality service. Resolved customer issues such as punch quotes and invoicing concerns.

Customer Relationship Manager, First Service Networks, Linthicum, MD

3/2001 – 9/2005

Managed the day-to-day service calls for 30 retail corporations across the United States and Canada. This included million dollar accounts such as Carters, Wilson Leather and Talbots. Responsibilities included setting up service calls for HVAC, electrical and plumbing services. Followed up with site managers and service contractors to confirm completion of service work. Entered and submitted quotes to the corporate office for each chain, as well as investigated and resolved invoicing issues. Negotiated and processed new service agreements.

EDUCATION:

College of Southern Maryland – La Plata, MD

Certificate of Technical Support – Completed May 2011