Customer Service Representative
Resume:
RICHARD C. NTIFO
Customer Service Representative AIR FORCE VETERAN
Macon, GA
864-***-**** *****.*******.*@*****.***
PERSONAL SUMMARY
Dedicated Customer Care Associate with over five years of experience in providing high-quality service and support to customers in fast-paced environments. Known for resolving customer inquiries quickly and efficiently, fostering positive customer relationships, and improving satisfaction levels. Skilled in communication, problem-solving, and utilizing CRM tools to ensure effective case management. Adept at handling high-volume calls, managing customer accounts, and resolving complaints with empathy and professionalism.
CERTIFICATIONS AND SKILLS
Certifications: HDI Service Desk Analyst Certificate
Customer Service Excellence: Ensures top-notch customer satisfaction through timely responses and effective problem resolution.
Communication Skills: Strong ability to communicate complex information clearly and professionally to customers.
Conflict Resolution: Successfully manages and de-escalates customer complaints, offering practical solutions.
CRM Systems: Experienced in using Microsoft Dynamics, ServiceNow, and other ticketing systems to handle customer inquiries.
Problem-Solving: Ability to troubleshoot customer issues and provide effective resolutions promptly.
Team Collaboration: Works well in team environments to meet customer needs and enhance overall service delivery.
EDUCATION
Information Technology Career Start – Training Concepts November 2023 – February 2024
Full-time program emphasizing seven core and elective certifications including CompTIA A+, Security+, Network+, and Cloud+. Developed a comprehensive understanding of I.T. infrastructure, cybersecurity, and cloud administration.
Bachelor of Science, Network Communications – DeVry University, Decatur, GA 2014 – 2018
EXPERIENCE
System Technician I – Maximus Remote June 2024 – August 2024
•Responded to client inquiries and support requests for assistance.
•Assisted with Medicare support inquiries.
•Assisted with identity verification call requests
Technical Support Representative – DEXIS Dental Imaging Alpharetta, GA October 2021 – May 2024
•Responded to customer inquiries and technical support request, ensuring prompt and accurate solutions.
•Utilized Microsoft Dynamics CRM to manage and prioritize service requests, consistently achieving high customer satisfaction ratings.
•Collaborate with team members to improve responses times and enhance overall customer experience.
Support Desk Analyst – TEKSystems Alpharetta, GA October 2020 – October 2021
•Delivered frontline customer care for technical issues, ensuring a high rate of first-call resolution.
•Assisted customers via phone, email, and chat support channels, guiding them through troubleshooting processes.
•Documented customer interactions thoroughly to ensure accurate record-keeping and faster resolution.
Support Desk Analyst – Vertisystem Inc. Fremont, CA November 2019 – June 2020 • Provided dedicated support for Sage 50US accounting software, enhancing user experience and operational efficiency.
•Utilized ServiceNow for comprehensive ticketing and incident management, streamlining support operations.
•Engaged in end-user support through various channels, offering timely and accurate technical assistance.
Service Desk Analyst – Pomeroy Greenville, SC November 2018 – September 2019
•Supported customers with software and hardware inquiries, ensuring prompt and effective solutions.
•Monitored ticketing systems to address customer concerns efficiently and accurately.
•Provided exceptional service, resulting in reduced resolution times and improved customer feedback.
Security Forces – United States Air Force Warner Robins, GA January 2009 – January 2014
•Maintained security and surveillance in high-stress, critical situations during day and overnight operations.
•Developed a strong ability to handle pressure and remain focused during extended shifts.
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