Home Agent Service Representative

Terry Howard ************@*****.*** 470-***-****

PROFESSIONAL SUMMARY

Results-driven, customer service professional with significant expertise in contact center operations. Bring 20 years of customer support experience working within high-volume and desktop support environments. Maintain dynamic research, analysis, and excellent track record utilizing communication, leadership, time-management, and organizational skills.

TECHNICAL EXPERIENCE

Microsoft Suite, Google Suite, Sales, Customer Service, Training, Technical Support troubleshooting/ conflict resolution, Problem Solver, Hardware, Software, Networking,and Communications.

PROFESSIONAL EXPERIENCE

TeleTech, Duluth, Ga Mar 2020-Present

Desktop Support Technician

Perform remote analysis and diagnosis to resolve desktop problems for end users and recommend corrective solutions.

Collaborate with Technology team members to ensure efficient operation of the organization’s desktop computing environment.

Respond to email messages from individuals seeking technical assistance

Act as and a liaison between departments and IT group.

Work with other technology teams during the deployment of new software.

Provide basic training and technical assistance to end users.

Sykes Home Service, Denver, CO Nov 2017- Mar 2020

Customer Service Representative-Home Agent

Answered calls and met established KPIs for call handling

Assisted customers with questions related to member benefits

Warm transferred calls to the appropriate partner team

Cancelled or upgraded accounts

Assisted with placement of orders, refunds or exchanges

Lower’s Risk Group, Flowery Branch, Ga Sep 2016 – Apr 2017

Criminal Research Analyst

Performed record searches at agencies, courthouses, educational, financial institutions and medical/mental health facilities.

Conducted research using specific criminal information websites to determine if subject has either a clear record or has criminal information to provide to the client.

Entered results into the Wholesale Screening Solutions system, as either clear(no information found) or the information found in the criminal record as specified per the client’s instructions.

Performed additional administrative research duties as assigned.

Arise Virtual Solutions Nov 2010 - Jan 2013

Arise Certified Professional - At Homer

Provided contacted center services from home for Fortune 500 companies

Documented all issues, resolution and follow-up actions

Accurately and efficiently resolved most customer inquiries on the first contact

Consistently used multi-tasking skills to follow an internal process of understanding the issue and finding a solution to the issue while communication with the customer.

EDUCATION

AA, Criminal Justice

Kaplan University

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