Support Agent Call Center
Resume:
Krystal Vaca
**** ******** ** *** * Las Cruces, NM 88011 · 575-***-****
*************@*****.***
Professional Summary
Friendly and organized with exceptional customer service skills in both written and verbal communication. Customer-focused with creative problem-solving skills and extensive experience in conflict resolution in a variety of situations. Proficient in Microsoft office programs.
Experience
9/2021-current
Technical Support agent, First Call Resolutions (FCR)
●Assist members through phone, email, and chat communication
●Managing large amounts of inbound and outbound calls in a timely manner
●Following call center “scripts” when handling different topics
●Identifying customers’ hardware and software needs, clarify information, research every issue and providing solutions
●Assist walking members through troubleshooting steps
●Set up repairs if troubleshooting doesn’t help or there are no troubleshooting steps
●Work with in house and third party repair teams to provide solutions for their issues
●Work with other frontline agents to provide best customer service for member
●Build sustainable relationships and engage customers by taking the extra mile
●Keep records of all conversations in our call center database in a comprehensible way
●Frequently attend educational seminars to improve knowledge and performance level
●Meet personal/team qualitative and quantitative targets
●escalate issues to higher-ups if requested or needed
6/2019-4/2021
Certified nursing assistant, The village at northrise
●Complied with all specific guidelines and performed hands-on nursing care to patients under nurse supervision.
●Supported patients’ daily living needs, including feeding and bathing.
●Answered call lights and aided in patient comfort and safety by adjusting beds, lights, bed rails, pillows, patient clothing and bedside tales or equipment.
●Documented vital signs and reported changes to supervisors.
●Facilitated activities of daily living, including personal hygiene management and ambulation.
●Turned and positioned patients to maintain comfort and minimize problems.
●Punch information into charts and databases as appropriate.
●Immediately communicate any changes in the patient’s condition to nurse.
●Maintain good communication with other staff members, patients, and family members.
05/2017 – 6/2019
Certified Nursing Assistant, Sagecrest Nursing and rehabilitation center/invigorate Post Acute of Las cruces
●Complied with all specific guidelines and performed hands-on nursing care to patients under nurse supervision.
●Supported patients’ daily living needs, including feeding.
●Answered call lights and aided in patient comfort and safety by adjusting beds, lights, bed rails, pillows, patient clothing and bedside tales or equipment.
●Documented vital signs and reported changes to supervisors.
●Facilitated activities of daily living, including personal hygiene management and ambulation.
●Turned and positioned patients to maintain comfort and minimize problems.
●Punch information into charts and databases as appropriate.
●Immediately communicate any changes in patient’s condition to nurse.
●Maintain good communication with other staff members, patients, and family members.
08/2016 – 08/2017
Cashier, walmart
●Handle cash, credit, or check transactions with customers
●Issue change, recipes, and refunds
●Maintained well-stocked cashier lanes and store shelves to promote strong sales.
●Checked prices for customers and processed items sold by scanning barcodes.
●Count money in cash drawer at the beginning and end of shifts to ensure that amounts are correct and that there is adequate change
●Kept drawers secure by checking bills for counterfeit markers.
●Wrapped and bagged items sold to customers to protect from damage and allow for easy carry-out.
●Greeting customers when entering and leaving establishment.
●Engaged customers warmly and provided immediate and dedicated assistance.
●Resolve customer complaints and provide relevant information.
Education
2018
Associates of Science, Dona Ana Community college
2016
High school diploma, Onate high school
Skills
●Cash handling
●Organizational skills
●Computer Skills
●Communication skills
●Time management
●Customer Service
●Problem-solving
●Flexibility
●Teamwork
●Reliability
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