Support Representative Customer Service
Resume:
Orlando, FL *****
********@***.***
SUMMARY
Adaptable recent college
graduate and currently
seeking a Bachelor of
Science (B.S.) in
Information Technology
and Software
Development. Bringing
with me 15+ years of
professional work
experience and customer
service skills. Aiming to
leverage my academic
experience and a proven
knowledge of conflict
resolution, customer
communications, and
customer needs
assessment to
successfully fill this role.
Frequently praised as
hard-working and
relentless by my peers, I
can be relied upon to
help this agency achieve
its goals. Take-charge
KENDALL
JESSE JITTAN
EXPERIENCE
November 2021 - Current
CUSTOMER SERVICE CALL CENTER
SUPERVISOR ALLSTATE PROTECTION PLAN
Orlando, FL
Determine customers' service needs and deescalate
situations to services and address these needs
•
• Prepare and file claims to complete transactions Review business process to advise customers
regarding expectations
•
Record names, addresses, purchases, and
transactions in order to verify and maintain
integrity
•
Adjust scripts to better target the needs and
interests of specific individuals.
•
Searched store inventory system to determine
whether requested products were available.
•
Approached customers and engaged in conversation
through use of effective interpersonal and people
skills.
•
Engaged positively with each customer, providing
professional and polite support for sales and service needs.
•
Welcomed customers, offered to help locate items
and suggested merchandise without being intrusive
or pushy.
•
Calculated pricing, applied discounts and collected payments to process transactions.
•
Analyzed customer needs and interests and
recommended specific company products and
services to best meet unique customer needs.
•
Assisted staff with resolving complex customer
issues and implementing targeted solutions.
•
• Delivered constructive call process feedback.
• Facilitated individual coaching sessions with CSRs professional delivering
executive support and
team leadership to
business operations.
Dependable and detail-
oriented to manage
multiple tasks and
priorities. Broad
experience includes
office management,
invoicing, database
management, Python
coding, and both Tier-1
hardware and software
tech support.
SKILLS
• Website Management
Social Media Marketer
(Facebook Leads
Generator)
•
• Hiring Specialist
• CompTIA A+
Microsoft Excel, Office,
Outlook, Word
•
Proficient in managing
and leading (14+ years
of experience)
•
• Payroll/HR
Troubleshooting
Computer Systems
•
Salesforce Ticketing
System
•
• Python Programming
• Office 365
• Windows (7, 8, 10, 11)
• Active Directory
• Desktop Support
• Help Desk Support
• Android
• iOS
February 2021 - December 2022
MORTGAGE LOAN OFFICER/PROCESSOR I3
LENDING, INC Tampa, FL
January 2021 - November 2021
TECHNICAL SUPPORT REPRESENTATIVE
ASURION Orlando, FL
to realign productivity goals.
Coached team members on metrics and consumer
experience behavior identification to improve
satisfaction ratings.
•
Managed customer expectations by clarifying needs, identifying options and recommending products and
services.
•
Met or exceeded call speed, accuracy and volume
benchmarks on consistent basis.
•
Actively pursues business development
opportunities within market and consistently
establishes new profitable customer relationships as evidenced by meeting individual production sales
goals
•
Demonstrates excellent customer service, both in
person and on phone, as evidenced by positive
reports or minimal complaints from clients and
management observation
•
Stays current with industry knowledge and
regulations by completing training sessions as
scheduled
•
Ability to communicate clearly and effectively, both verbally and in writing, across a variety of audiences
•
• Strong technological skills
Familiar with online portals such as Cardinal
Financial, UWM, Floify, and many other lender
platforms
•
• State government filings
Communicating with clients, and other individuals
to answer questions and explain information.
•
Communicated with customers to identify issues,
walk through solutions and initiate corrective
actions to restore service and functionality.
•
• Received inbound phone calls from customers to
September 2007 - December 2020
GENERAL MANAGER / OWNER/ OPERATOR
KAREN'S TASTY CRABS Orlando, FL
provide first-level support and remotely
troubleshoot issues with service, equipment or
customer accounts.
Documented and updated case notes for each
customer and work order.
•
Consulted via telephone to understand user
problems, run through testing scripts and ask
probing questions to locate root causes.
•
Monitored service orders to completion and closed
service tickets.
•
Responded to assistance requests from users and
directed individuals through basic troubleshooting tasks.
•
Assisted customers with various types of technical issues via email, live chat and telephone.
•
Reviewed support cases for technical and
troubleshooting accuracy and identified needed
process improvements.
•
Served as first point of contact for incoming
technical service calls and emails.
•
Handled customer service issues by providing
guidance or escalating for advanced support.
•
Stayed abreast of latest software developments to
enhance job knowledge.
•
Increased technical knowledge by reading trade
publications, operating manuals and diagnostics
information.
•
• Performed tests to diagnose and report bugs.
Supports the execution of human resources
activities related to reporting, communication,
analysis, placement, and training for assigned client group(s)
•
Built great rapport with all vendors in an effort to grow a relationship and generate business
•
Key administrator in the development of annual
business plans, forecasts, and budgets as well as
short and long-term growth strategies
•
• Handling all business finance and employee
administration responsibilities including benefits, accounts payable/accounts receivable, payroll,
workers compensation, unemployment, and all
required federal and state government filings
Communicating with clients and staff along with
other individuals to answer questions and explain
information.
•
EDUCATION AND TRAINING
Expected in May 2025
Bachelor of Science Computer Science and
Programming
University of Central Florida, Orlando, FL
May 2022
Associate of Science Business Technical
Specialist
Valencia College, Orlando, FL
May 2022
Associate of Science Business Administration
And Management
Valencia College, Orlando, FL
MLO, mortgage educators & Complience
May 2022
Associate of Arts Business Administration
Valencia College, Orlando, FL
CERTIFICATIONS
• ServSafe
• Licensed Mortgage Broker - 2021
• Licensed Realtor - 2019
• Licensed Business Consultant - 2010
• Network+ (current)
Contact this candidate