Support Representative Customer Service

Samuelu Robert Mago

Contact: 760-***-****

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

OBJECTIVE

To obtain a technical support or customer service position where my skills can but utilized to its fullest capability. To also further my knowledge and strength in areas that will allow me to take on a leadership role within a business.

SKILLS

Expert within all facets of technical and support business operations.

Personal development driven, Self-motivated, goal and task orientated

Proficient in MS Excel, MAC Operating Systems, Word, Outlook, Oracle, WinEx Master, PeopleSoft, QuickBooks

Leader of developers to maximize the potential of each team member

WORK EXPERIENCE

2018 – Present Best Buy Health/Lively San Diego, CA

Technical Support Supervisor

Provide leadership and mentoring to Technical Support team of 15 Representatives taking 400+ calls daily

Provide support via Teams chat to Customer Care agents who need assistance with resolving technical issues

Maintained team performance metrics and service levels to enhance customer experience

Troubleshoot and resolve escalation(s) issues

Track trends and report cases to Product Development teams to resolve new issues with products

Involved with testing new products prior to launch/reporting bugs and potential issues that our customer base may encounter. Provide feedback to Developers on features and processes that will enhance our customer experience

Hold weekly team meetings to ensure that agents are up to date with latest trends and product updates to support customer inquiries

Weekly 1 on 1 coaching with agents to go over performance metrics. Providing proper coaching in areas that need improvement

Listen and grade calls that will be delivered and properly coached during 1 on 1 meetings with agents.

2014-2018 GreatCall, Inc. San Diego, CA

Senior Technical Support Representative

Developed and coached technical support agents who are responsible for the day to day performance of the Technical Support Department.

Kept abreast of trends and new products to facilitate improvement in technical support for the purpose of implementing key initiatives associated with the company’s strategic Technology Blueprint.

Troubleshoot and resolve escalation(s) issues provided and discovered during life span of devices/handsets.

Research and development of system of internal and external support platforms to enhance end user experience.

Maintains effective working relationships with intra departments and vendors for the purpose of actively working to build healthy partnerships throughout the industry to better serve our customers in meeting their business objectives.

2009-2014 GreatCall, Inc. San Diego, CA

Technical Support Representative

Resolve customer escalations, monitor trends, and work closely with Supervisor, team members, and other departments to determine solutions and apply process improvements.

Research and analyze data including statistical reporting and tracking.

Respond to high volume of inbound calls from existing and/or new customers, providing customers with relevant, accurate information on products and services to ensure high quality customer service experience.

Identify problems, track and resolve requests reported by the Technical Support Department.

Work closely with all facets of the organization to ensure compliance and operational efficiency.

2006-2009 Watson Wyatt Worldwide San Diego, CA

Customer Service Specialist

Assist associates through benefit open enrollment periods, by processing elections by phone or walking associates through online system.

Performed business analytics and metrics with newly acquired national accounts.

Oversaw daily team process flow for large volume of customer service related issues.

Implemented and developed new department standard operating procedures.

2005-2006 Notebook Parts Outlet, Inc. San Diego, CA

Customer Service Sales Representative

Organized and presented services/products to potential customers, business partners, and vendors. .

Implemented new department process, initiatives, and procedures for departmental growth.

Streamlined processes in the sector of finance and credits for escalated accounts.

Provided internal and external support through daily operations of Accounts Receivable and Payables.

Microdyne Outsourcing, Inc. Torrance, CA

1998-2003

Technical Support Representative

Provided inbound phone support for customers who purchased Epson, Memorex, and Yamaha computer products.

Troubleshoot and resolve escalation(s) issues provided and discovered during life span of products.

Identify problems, track and resolve requests reported to the department

Worked closely with Technicians in repairing customer products that are mailed in for support

EDUCATION

Spring 1998 Computer Networking & Repair

Computer Education Institute; Carson, CA.

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