Support Specialist Service Representative
Resume:
Michael Schmidt
Overland Park, KS ***** 417-***-**** *******.*********@****.***
SUMMARY OF QUALIFICATIONS
Member Support Specialist
Customer Service Representative
IT Help Desk Support
Bachelor of Science, Information & Computer Science
Computer Support Specialist A+ Certification
Computer skills, Microsoft Office: Microsoft Word, PowerPoint, Excel
Written and verbal communication skills
Strong attention to detail
Data documentation
Good at multitasking
EDUCATION
Bachelor of Science, Information & Computer Science: Software Engineering, Fall 2016
Park University, Parkville, MO
Computer Support Specialist A+ Certification, January-May 2017
Johnson County Community College, Overland Park, KS
EXPERIENCE
Member Support Specialist– WW International Inc. April 2018-September 2022
Provides customer support and problem resolution via email
Provided customer support and problem resolution via chat
Performs tasks such as application troubleshooting, linking WW accounts, syncing customer weight
Imparts personal knowledge and understanding of WW digital tools to customers
Follows proper security procedures during customer interactions
Customer Service Representative – Central Credit Services July 2017-February 2018
Answered inbound calls and made outbound calls to discuss delinquent accounts
Negotiated payments
Documented calls accurately and promptly
IT Help Desk Support – Park University April 2015-May 2016
Provided customer support and problem resolution via phone/email for technical issues (software, hardware) received through the IT helpdesk portal
Created, relayed, and escalated tickets to the correct team for resolution
Documented client issues and the steps taken to resolve them
Monitored service desk tickets assigned to the queue
Explained to users how to reset their password or reset the password for them
Assisted users with permission-based issues
Collaborated with team to resolve issues
Communicated end-of-shift reports with the team about common issues
Used CRM to locate and troubleshoot customer issues
REFERENCES
Edward Austin
IT Help Desk Supervisor
Park University
Kansas City, MO
******.******@****.***
Ed was my supervisor from 2015-2016
Laura Soemer
Customer Support Specialist
Weight Watchers, INC.
Kansas City, MO
*****.******@**.***
Laura was my supervisor from 2018-2020
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