Technical Support Customer Service

Douglas Polke

689-***-**** *****.****@******.*** 217 Ruskin St., Lake Mary, FL 32746

Professional Summary

Technical Support Specialist Customer Experience Expert Remote-Ready Tech-savvy and results-driven professional with 10+ years of experience delivering exceptional technical and customer support in high-volume environments. Adept at resolving complex issues across Apple, Windows, and Linux platforms. Demonstrated excellence in achieving KPIs, managing sensitive data, and working collaboratively across departments. Certified in A+, network security, and criminal justice, offering a unique blend of technical acumen and interpersonal strength. Core Competencies

• Technical Support & Troubleshooting (Apple,

PC, Linux, iOS)

• CRM Systems & Help Desk Platforms

• Confidential Data Handling & Compliance

• Remote Work Tools (VoIP, Ticketing Systems,

Virtual Collaboration)

• KPI Achievement (CSAT, AHT, FCR)

• Conflict Resolution & Customer Retention

• Communication (Verbal/Written) & Rapport

Building

• Call Center Software Typing Speed: 64 WPM

Soft Skills

• Core Call Center Skills: Customer Support, Customer Service, Customer Inquiries, Issue Resolution, Problem Solving, Conflict Resolution, Active Listening, Empathy, Telephone Etiquette, Product Support, Service Support, Order Processing, Appointment Scheduling

• Communication & Interpersonal Skills: Communication Skills, Verbal Communication, Written Communication, Interpersonal Skills, Rapport Building, Customer Relations, Professionalism, Patience, Diplomacy

• Performance & Metrics: Time Management, Efficiency,, Multitasking, Productivity Key Qualifications

• Strong technical support and troubleshooting expertise for Microsoft, and Apple products and including other technologies.

• Handle sensitive financial data with precision and discretion.

• Effective communication skills, both verbal and written, to manage customer concerns and technical explanations.

• Exceptional multitasking abilities in high-pressure environments, ensuring customer satisfaction.

• Experience in inbound and outbound call management, including sales support, and service scheduling.

• Skilled in collaborating with cross-functional teams, including engineers and lenders, to resolve complex issues.

• Adaptable, detail-oriented, and committed to continuous learning.

• Ability to achieve Key Performance Indicators (KPIs), including First Call Resolution (FCR) and maintaining high Customer Satisfaction (CSAT) scores.

• Adept at call handling, managing call volume, and maintaining Average Handle Time (AHT) targets.

• Experience in customer retention, upselling, and cross-selling. Education

Associate of Science in Computer Programming Seminole State College, Lake Mary, FL Associate of Science in Criminal Justice ITT Technical Institute, Lake Mary, FL Associate of Science in Computer Network Security ITT Technical Institute, Lake Mary, FL Certifications

• COMPTIA A+ Certification (COMP10647631)

• Community Law Enforcement Academy Certificate (SCSO)

• RCPI Human Trafficking Training (17178)

• Firearms Safety Course

Professional Experience

AppleCare Technical Support Concentrix Lake Mary, FL May 2020 - November 2024

• Resolved a wide range of technical issues for Apple devices and software.

• Delivered remote troubleshooting via phone.

• Escalated complex cases to engineering teams, contributing to process improvement.

• Accurately documented customer interactions within internal ticketing systems. Apple Card Support Concentrix Lake Mary, FL September 2019 - May 2020

• Handled financial inquiries and transactions for Apple Card customers with strict data security protocols.

• Assisted customers with billing disputes, payment issues, and account security.

• Maintained professionalism in high-pressure interactions. Appointment Setter Sears Home Services Lake Mary, FL December 2017 – February 2019

• Scheduled technician visits and sold warranty products through outbound calls.

• Achieved monthly call targets while maintaining customer satisfaction.

• Built strong client rapport and overcame objections using persuasive communication. Credit Analyst Sears Home Services Lake Mary, FL May 2012 - August 2012

• Processed credit applications and coordinated with lenders for approvals.

• Resolved escalations related to gift cards, service disputes, and billing issues. Student Worker ITT Technical Institute Lake Mary, FL January 2011 – December 2011

• Supported faculty with administrative tasks and classroom supervision.

• Maintained supplies, assisted students, and helped ensure operational efficiency. Bagger/Cashier Publix Lake Mary, FL July 1996 – June 2011

• Delivered friendly customer service while efficiently operating cash registers.

• Assisted customers with grocery bagging and vehicle carryouts.

• Maintained a clean, organized retail environment.

Contact this candidate