Support Representative Call Center

Christine R. Platt

Technical Support Representative

*********.*****.*****@*****.*** • 224-***-****

www.linkedin.com/in/christinerplatt• Pensacola, FL, 32526 Highly analytical and detail-oriented professional with extensive experience in analyzing, diagnosing, and improving efficiency of proprietary software and systems. Excellent in managing repair, installation, troubleshooting, application, and system management tool. Stellar track record of leveraging help desk and call center software to address customer issues. Recognized for transforming strategic ideas into reality through close coordination with all levels of management. Knowledgeable in analyzing issues, developing innovative solutions, and blending technical expertise with interpersonal skills. Demonstrated ability to integrate new information with existing knowledge to enrich user experience. Skilled in addressing clients’ queries and achieving maximum satisfaction and retention.

Articulate communicator with interpersonal, problem-solving, strategic/analytical thinking, and management skills.

Equipped with advanced knowledge of training customers on how to utilize software written by company. Technical Proficiencies

Proprietary Software. MS Office, SaaS t. VoIP, Avaya & Genesys, Service Point Ticketing & Case Management System Areas of Expertise

Proprietary Software Execution

Stakeholder Engagement

Leadership & Team Management

Customer Service

Risk Assessment & Mitigation

Software Change Management

Process Improvement

Relationship Management

Training & Development

Career Experience

Fiserv, Remote 2016 to Present

Customer Service/Client Services

Deliver high-level support on optimum utilization of proprietary software, while collaborating closely with banking institutions. Receive and address clients’ queries/complaints with keen focus on achieving maximum satisfaction and retention. Leverage help desk and call center software with aim of managing customer issues and requests. Extend impeccable service remotely for five connective years.

Exceeded clients’ satisfaction and expectations up to 99% by resolving complex issues within aggressive timelines.

Administered and controlled cross-business-unit concerns; facilitated customers not to open several cases for each separate product offered by company.

Transactis, Remote 2011 to 2015

Implementations Specialist/Client Services

Completed assigned tasks in the quickest time possible by following stringent timelines, while retaining correctness and preciseness from inception to completion. Enhanced technical skills of staff through individualized and specialized training sessions. Planned and executed all activities remotely for three years.

Liaised with fortune 500 banking institutions and customers for implementation of proprietary software.

Established and improved client/customer relationships by providing outstanding service while empathizing amid escalated situation.

DataImpact, Remote 2006 to 2011

Installations & Support

Won confidence and appreciation of management by executing tasks within time. Provided remarkable support to monitor and resolve customer issues/ requests (Footprints/FogBugz) by utilizing help desk and call center software. Recognized areas for improvement and coached four personnel through inspiring, leadership, mentoring, and empowerment. Wrote “How To” documents for the proprietary software to be used by customers.

Generated revenue for company by immediately conveying customer concerns to senior staff/developers for resolution.

Volunteered to QA on verge of new releases of proprietary software. Additional experience as Imaging Installations & support, Speedscan, Chicago, IL Education

Bachelor of Science Eastern Illinois University, Charleston, Illinois Conferences & Seminars: The Conflict Management Skills for Women Seminar The Customer Service Conference The Essentials of Credibility & Confidence Seminar The Managing Multiple Projects Seminar

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