CONTACT

Address : Providence, RI *****

Phone : 973-***-****

Email : adtztk@r.postjobfree.com

SKILLS

• Development Documentation

• Organizational Skills

• Call Center Operations

• Technical Troubleshooting

• Account Administration

• User Support and Troubleshooting

• Microsoft Windows and Office

• Troubleshooting Network Issues

• Resolving Problems and Incidents

• Customer Support Needs Assessment

Courteous with Strong Service

Mindset

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• Understanding Customer Needs

• Upbeat and Positive Personality

Strong Analytical and Problem-Solving

Skills

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• Customer Service and Assistance

• Active Listening

LANGUAGES

English

Full Professional

Spanish

Native or Bilingual

PROFESSIONAL SUMMARY

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

WORK HISTORY

Technical Support Representative, 10/2014 to 07/2022 Charter Communications - Flushing, NY

Legal Secretary, 11/2007 to 04/2012

Michael T. Ridge Esq. - The Bronx, NY

Assisted customers in identifying issues and explained solutions to restore service and functionality.

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Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

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Collaborated with supervisors to escalate and address customer inquiries or technical issues.

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Translated complex technical issues into digestible language for non-technical users.

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Assisted customers with product selection based on stated needs, proposed use and budget.

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• Used ticketing systems to manage and process support actions and requests. Documented transactions and support interactions in system for future reference and addition to knowledge base.

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• Responded proactively and positively to rapid change.

• Maintained up-to-date knowledge of product and service changes. Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

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• Organized files for court proceedings.

Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.

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• Received and placed telephone calls to clients and prospective clients.

• Obtained signatures from attorneys for legal documents.

• Organized envelopes, postage and mail correspondence for staff and MARIA ELISA ALCANTARA

Customer Service Representative, 02/2002 to 03/2007 Precision Response Centers - Miami, FL

management, maintaining postage meter and coordinating with delivery and courier services.

• Entered new cases into company database.

• Filed documents with courts on behalf of attorney.

• Developed and maintained filing and retrieval systems.

• Scheduled all appointments, appearances and briefings Prepared legal correspondence and wrote professional letters for legal assistants and attorneys

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• Created, indexed and maintained client binders

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Answered customer telephone calls promptly to avoid on-hold wait times.

• Answered constant flow of customer calls with minimal wait times. Offered advice and assistance to customers, paying attention to special needs or wants.

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Responded to customer requests for products, services and company information.

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• Recommended products to customers, thoroughly explaining details. Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating

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Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services

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Clarified customer issues and determined root cause of problems to resolve product or service complaints.

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EDUCATION

High School Diploma : 06/1993

Louis D. Brandeis High School - New York, NY

Contact this candidate