Technical Support Customer Service
Resume:
PROFESSIONAL SUMMARY
Well-versed in building positive relationships with customers and
other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.
WORK HISTORY
Customer Service Technical Coordinator, 07/2023 - Current Sonnen_systems, Stone Mountain, GA
Customer Technical Support Analyst, 06/2022 - 07/2023 ACCUSHIELD, Atlanta, GA
Billing Analyst, 06/1991 - 11/2021
Comcast, Xfinity, Atlanta, GA
Conyers, GA 30094
*******@*****.***
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SKILLS
SHUN MANNING
Mange and complete processing all repairs within established SLA's.
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Processing of all repairs orders into sale force reviewing scope of work, labor hours, and materials tied to processing of repair.
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Read & understand contractual payment requirements for processing and invoicing repair jobs.
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• Maintain backlog database
• Verify bill to and ship to information on repairs prior to invoicing.
• Invoicing repairs at time of completion for revenue recognition. Accurate timely parts ordering to supplier in accordance with repair request.
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Provides timely responses to all internal and external e-mail correspondence and point to point contact calls
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Managed high levels of call flow and responded to technical support needs.
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Used ticketing systems to manage and process support actions and requests.
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Collaborated with supervisors to escalate and address customer inquiries or technical issues.
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Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
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Conducted monthly pre-billing review and data quality analysis to verify complete accuracy of invoices delivered to customers and providers.
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• Salesforce
• Microsoft Outlook
• Complaint resolution
Ticket support system
management
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• Technical Support
• Problem-Solving
• Customer Support
• Customer Service
• Schedule Management
• MS Office
EDUCATION
Bachelor of Arts, Digital Arts, Expected in 08/2028 Southern New Hampshire University - Hooksett, NH
Updated pricing on orders in system to promote invoice accuracy for special items, agreements, substitutions and unauthorized deliveries.
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Implemented proper execution of monthly collection letters and escalation process.
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Analyzed payment information and applied changes correct customer accounts.
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Researched and resolved billing discrepancies to enable accurate billing.
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