Technical Support Customer Service

Douglas Polke

*** ****** **. **** ****, FL *****

Cell: 407-***-**** Email: *****.****@******.***

Professional Summary

Dynamic and results-driven professional with over 10 years of experience in customer service, technical support, and IT. Proven ability to troubleshoot complex technical issues, manage sensitive financial data with confidentiality, and deliver exceptional service in high-pressure environments. Proficient in Apple and PC platforms, computer security, and a variety of operating systems. Adept at managing inbound and outbound calls, meeting KPIs, and resolving escalated issues. Seeking to leverage my skills, certifications, and dedication to excellence in a role that fosters growth and success. Qualifications

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

• Proven ability to handle sensitive financial data with strict confidentiality and accuracy.

• 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 and service scheduling.

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

• Certified in computer networking, programming, and criminal justice principles.

• Adaptable, detail-oriented, and committed to exceeding expectations. Technical Skills

• Operating Systems: macOS, Windows

• Platforms: Apple, PC

• Networking: Computer Security, COMPTIA A+ Certified

• Software: Microsoft Office Suite, Troubleshooting Tools Soft Skills

• Customer Service Excellence

• Communication and Interpersonal Skills

• Problem-Solving and Critical Thinking

• Multitasking and Time Management

• Adaptability and Team Collaboration

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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)

Professional Experience

Apple Support

Concentrix : Lake Mary, FL

May 2020 – November 2024

• Provided Tier 1 and Tier 2 technical support for Apple products, ensuring customer satisfaction.

• Assisted customers in troubleshooting and resolving hardware and software issues effectively.

• Handled sensitive financial data with strict confidentiality and accuracy.

• Managed inbound and outbound calls, ensuring prompt and efficient resolution of customer concerns.

• Made commitments to call back customers to provide updates or additional assistance.

• Escalated unresolved issues to engineers for advanced troubleshooting and resolution.

• Offered appeasements when appropriate to maintain customer loyalty and satisfaction.

• Delivered exceptional service in a fast-paced environment, meeting and exceeding key performance indicators (KPIs).

Apple Card Support

Concentrix : Lake Mary, FL

September 2019 – May 2020

• Supported customers with Apple Card inquiries, offering solutions for billing, payments, and account management.

• Handled sensitive financial data with strict confidentiality and accuracy.

• Maintained high standards of professionalism while managing complex customer concerns. Page 2 of 3

Appointment Setter

Sears Call Center : Lake Mary, FL

December 2017 – February 2019

• Scheduled service appointments for customers, coordinating availability with technicians.

• Managed inbound and outbound calls to engage potential customers and maintain client relationships.

• Sold home warranties by effectively communicating benefits and addressing customer concerns.

Credit Analyst

Sears Call Center : Lake Mary, FL

May 2012 – August 2012

• Reviewed and analyzed customer credit applications to make approval decisions in compliance with company policies.

• Handled inbound calls, providing excellent customer service to address inquiries and resolve issues.

• Collaborated with lenders to facilitate credit approvals and resolve disputes efficiently.

• Assisted customers with activating gift cards and resolving related concerns. Student Worker

ITT Technical Institute : Lake Mary, FL

January 2011 – December 2011

• Supported administrative staff with day-to-day operations

• Assisted teachers, the director, and administrative staff with a variety of tasks to support daily operations.

• Organized classrooms, materials, and supplies to ensure a productive learning environment.

• Managed classroom settings during teacher absences, maintaining order and assisting students.

• Performed facility maintenance tasks, including replacing lightbulbs and cleaning whiteboards.

• Maintained functionality of office equipment by replenishing paper in printers and copy machines.

Bagger/Cashier

Publix : Lake Mary, FL

July 1996 – June 2011

• Provided exceptional customer service, ensuring a positive shopping experience.

• Handled cash transactions accurately and efficiently at the register.

• Bagged groceries and assisted customers by taking items to their vehicles.

• Resolved customer complaints professionally, maintaining satisfaction and loyalty.

• Straightened shelves and restocked items to maintain a tidy and organized store.

• Kept work areas clean and orderly, adhering to safety and hygiene standards. References

Available upon request.

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