Customer Service Administrative Support

KARMAN KIRK

Bowlingreen, KY ***** 615-***-**** ************@*****.***

Experienced Sr Tech Specialist with over 10 years of experience in Wireless Industry/ Customer Service . Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of Profit and loss and and training in emotional intelligence . Motivated to learn, Grow. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Customer service

Written Communication

Budgeting and reporting

Personnel training and development

Customer Relationship Management Software

(CRM)

Staff education and training

Administrative support

Complaint resolution

Exceptional telephone etiquette

Excellent time management skills

SAP and ERP system knowledge

Customer-focused

CRM

Microsoft Outlook, Word and Excel

Sr. Tech Expert, 04/2021 - Current

T-Mobile – Nashville, TN

Created innovative solutions to meet changing market demands and future growth plans. Performed tests of functionality, security and performance of different workstations and devices. Identified and solved technical issues using variety of diagnostic tools and tactics. Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Devised solutions to operations issues related to Grand Central and C2, working closely via phone, email, live chat and web teleconference.

Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.

Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Sr Rep, 09/2014 - 01/2016

T-Mobile – Nashville, TN

Interacted with customers regularly to maintain and enhance relationships prevent churn saved 10% of retention customers last quarter.

Resolved issues through careful research and follow-up with customers. Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.

Trained 30 newly hired employees/Monthly on company policies and procedures regarding diverse situations 3 new hires classes per

Developed and utilized reports to assist leadership with key decisions and outperformance of operational targets.

Associate of Science: Business Management, 05/2022 University of Phoenix - Nashville TN

EDUCATION

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