Customer Support Representative
Resume:
Nikki Brooks
Dallas, TX. 75241 adubcq@r.postjobfree.com
SUMMARY
Professional, highly motivated individual, who is an enthusiastic self-starter with outstanding organizational skills and an eye for detail. One who demonstrates persistence by overcoming obstacles, improving skills and goal achievement. Exceptional interpersonal skills with clients, superiors, peers and direct reports. Trusted to handle extremely confidential and sensitive information and am capable of facilitating discussions between individuals with differing
perspectives. The ability to work in both a production and team-oriented environment. A positive attitude, and am willing to learn new concepts that will enhance your company's production and profits.
PROFESSIONAL EXPERIENCE
Quadient, INC Milford, CT. February 2016-Present
Tier 1.5 Specialized Technical Support Agent
Primary customer support on Print Machine, Krengeltech, OMS products
Primary customer support for specific Neopost apps
Primary customer support on customer-installable software
Primary customer support on RMA’s for the IS/IM 280’s and 330”s mail machines
Backup support for Tier 1 customer Support/Dispatch queue and / or assigned Skill Group(s)
Confirm accurate information from the customer at the time the service request is transmitted to the Field Service Technician
Provide continual exceptional customer satisfaction in every interaction with our internal and external customers.
Ensure the delivery of processes and procedures are accurate when communicating with external and internal customers
Troubleshoot with a customer on low to mid-volume equipment, resulting in a phone fix
Knowledge of Neopost products
Process dealer and District order requests in and efficient, accurate, and timely manner
Utilize and remain proficient in other department applications used (i.e. Knowledgebase website, Atlas, MyNeopost, ServiceMax etc.)
Other special projects as assigned by management
Nikki Brooks
6438 Rhapsody Ln 469-***-****
Dallas, TX. 75241 adubcq@r.postjobfree.com
Neopost USA Carrollton, TX. October 2014-Febuary
Customer Care Agent
Receive Customer Request for service, and obtaining information to create service tickets
Verify the customer account to reflecting the correct equipment, phone number and contact information
Order consumable items for customers mailing needs is needed
Participate in the resolution of complicated customer concerns, interacting with other teams and departments to facilitate and expedite resolution of issues
Provide management team with any outstanding issues to ensure customer satisfaction consistently
Consistently exercise the world class customer service call quality process on every call to provide a positive customer experience
Any other duties that may be assigned
Received a Gold Star award and customer commendations.
Received multiple perfect attendance awards
Neopost USA Carrollton, TX October 2012-October 2014
Tier I Customer Support Representative (IT/Technical)
Handle incoming calls and inquiry resolution for customers
Resolves issues internal and external through emails, voicemails, and faxes in a clear and concise manner.
Using my better judgment on discretion in the completion of daily tasks and interaction with customers.
Partner with my work and supervisors to ensure that I prepared my job efficiently and effectively.
Resolve routine requests and customer concerns
Back up for Texas/Florida District by creating service ticket, process supply order and perform call avoidance for the district customer in the CRM system of E-Automate.
Nikki Brooks
6438 Rhapsody Ln 469-***-****
Dallas, TX. 75241 adubcq@r.postjobfree.com
Farmers Insurance Agency Dallas, TX July 2012-October2012
Administrative Assistant: Part-Time
Greeted clients and visitors at the door or elevator, and directed them to the appropriate person.
Answer multi-line directing/redirecting calls.
Consolidating and producing regular reports, coordinating office meetings and functions. Processed customer’s insurance claims and prepared analysis of data.
Ordered office supplies.
eCMS, Windows, copier, and fax machine, mailing documents.
MasTec Carrollton, TX February 2008- October 2012
C.A.T (Completion Assurance Team)
Team Lead when staff is low.
Trainer Assistance.
Receptionist Back up.
Spirit committee
Ensure order integrity.
Provides positive customer contact experience.
Tracks work orders dispatched for completion.
Works closely and effectively with the Customer Care Manager, Field Supervisors, Satellite Installation Technicians and MasTec Advanced Technologies and DirecTV.
Maintains and improves service by listening to customer’s description of problems; diagnosing and /or troubleshooting problems.
Maintains customer rapport by resolving concerns and answering questions.
Maintains safe work environment by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Ensures and excellent installation and service experience to DirecTV customers.
Working with all levels within a fast-paced and deadline-driven organization.
Work on special projects as needed.
EDUCATION
South Oak Cliff High School Graduated
3601 S. Marsalis Ave May 1996
Dallas, TX. 75216
Westwood College: Associate of Applied Science Graduated
Interior Design: Architecture Dec.2005
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