Support Agent Customer Service
Resume:
Melissa Blackwell
*************@*****.***
**** ********* ****, ****, ** 60013
EXPERIENCE
Customer Service Specialist Lincolnshire, IL
Camping World, LLC March 2022 - Present
● Responsible for the intake of escalated customer issues that came into the organization through various channels (phone, email, social media) and logging the case details in Salesforce.
● Played a vital role in ensuring customer satisfaction. Evaluated customers' situations and served as the liaison with the appropriate dealership location.
● Used problem solving skills to de-escalate complex situations in a timely manner.
● Built a plan for resolution and created relationships with key leaders in the company to gain insight on appropriate processes to educate customers and prevent further grievances.
● Contact customers to ensure the customer feels heard and to understand issues or challenges encountered during the resolution process.
● Provide exemplary customer service on every customer interaction, including calls, emails, and any other type of communication.
● Researched and partnered with dealership locations to gather all relevant data and attach it to the Salesforce case so that a Leadership team member can partner with the proper internal resources to execute an appropriate remedy for the customer.
● Responsible for keeping accurate records of all interactions with customers and dealership personnel in Salesforce.
Technical Support Agent Woodstock, IL
LandAirSea Systems July 2021-Feb 2022
● Troubleshoot and resolve issues on GPS tracking devices, SilverCloud mobile app, billing questions, cell network and account issues with a 100% success rate.
● Resolved customer complaints and concerns with strong verbal and negotiation skills.
● Maintained composure and patience in the face of difficult customer interactions.
● Provided Level 2 support via phone and email. Average 5 calls per hour to full resolution.
● Software used: SalesForce, multiple cell network & SIM softwares, company intranet, Gmail, Tawk.to, SilverCloud mobile app and LandAirSea website. Consultant Lincoln Park, NJ
Bid Desk Analytics July 2019 – March 2020
● Data Management, and database administration utilizing MS Access Melissa Blackwell
*************@*****.***
6311 Hillcrest Road, Cary, IL 60013
Document Control Specialist/ICT Onsite Technician Cary, IL Duraflex, Inc. Jun 2017 – May 2019
● System administrator of QT9 ISO Quality Management Software.
● Utilize QT9 ISO Quality Management and Solidworks PDM to revise documents, track revisions, internal and external audits, non-conformances, preventive and correct actions in accordance with company and ISO/AS9100 standards.
● Assist department management personnel in the documentation of processes to comply with company and ISO/AS9100 standards.
● Created training tests in QT9 to confirm employees’ compliance with internal procedures, work instructions, and process flows.
● Created ICT ticket tracking system in SmartSheet to track projects, open issue and action items, with resolution date for reporting purposes.
● Provided help desk support to end users, escalate issues to external IT consultants as needed.
● Assisted ICT Manager with periodic maintenance and asset management of all ICT related equipment in QT9.
EDUCATION / CERTIFICATIONS
Axeon
AS9100 Rev D Internal Auditor Certification, June 2018 Saleslogix Corporation
Saleslogix Administration Certification, 2002
MapInfo Corporation
Mapinfo Instructor Certification, November 2000
Northeastern Illinois University
Education Major - completed 2 yrs
SKILLS
● Strong customer service and technical writing skills, the ability to communicate effectively with management, technical teams and other employees.
● Highly motivated, quick thinking, and able to convey ideas and present unconventional solutions to unique problems
● Detail oriented ability to work independently with a strong work ethic.
● Consultative approach to problem solving to provide solutions and make independent judgments for process improvement
● Able to make formal presentations and present ideas in an interesting way and to interact successfully with a wide range of people.Strong organizational skills: Able to meet deadlines & establish priorities. Able to organize information and things in a systematic way.
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