Customer Service Support Specialist

Elizabeth Maldonado

Altamonte Springs, FL 689-***-**** ********@*****.*** www.linkedin.com/in/elizabeth-maldonadodo

Google IT Support Professional certificate completion with specialized skills in technical support, hardware/software troubleshooting, and network systems. Expertise in phone and remote support, service desk operations. Proven record in customer service, problem-solving, and communication. Strong leadership in customer-facing roles with attention to detail in IT service management.

RELEVANT SKILLS

Technical Support & Troubleshooting • Ticketing System • System Administration • Operating Systems Installation • Networking Software Installation & Configuration • Windows • Linux • Domain Name System (DNS) • Customer Service

Documentation & Reporting • Process Improvement • Organization

EDUCATION, CERTIFICATES, & CERTIFICATIONS

Merit America • Virtual Expected 10/2024

Google IT Support Professional Certificate

●Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security — all the fundamentals of IT support critical for workplace success; comparable to CompTIA A+ certification

Additional Skill Development

●Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

Kaplan University • Virtual 01 /2010 - 05/2013

Completed 140 credits toward a Bachelor’s Degree in Criminal Justice

RELEVANT EXPERIENCE

Blended Support Agent • Concentrix, Lake Mary, FL 11/2023 - Present

●Provide comprehensive customer support by handling both technical and non-technical inquiries, ensuring a seamless experience across multiple channels such as phone, email, and chat; consistently meet or exceed productivity goals

●Troubleshoot and resolve technical issues efficiently by diagnosing problems, guiding customers through step-by-step solutions, and escalating complex cases when necessary

●Collaborate with cross-functional teams, including IT, product development, and customer service, to ensure timely resolution of customer issues and continuous improvement of support processes

●Document customer interactions, feedback, and solutions in a detailed and organized manner to maintain accurate records and help enhance future support services

Planned Career Break • Fajardo, Puerto Rico 12/2020 - 11/2023

●Took a planned career break to focus on health, addressing and successfully recovering from health issues, and returning with renewed focus and resilience

Administrator • Jandygil, Fajardo, PR 02/2014 - 12/2020

●Developed and implemented new administrative systems, procedures, and policies, streamlining operations and improving overall efficiency within the school

●Handled incoming calls, resolved customer inquiries, and addressed issues promptly, ensuring high levels of satisfaction among parents and students

●Coordinated student enrollment processes, conducted parent interviews, and provided comprehensive tours of the school, facilitating smooth transitions for new students and fostering strong parent-school relationships

●Managed office supplies, inventory, and budgetary needs, organized special events such as field trips, and maintained a detailed filing system for important documents, supporting the school's daily operations & enhancing event planning and execution

Director of Admissions • Kaplan University, Orlando, FL 06/2007 - 12/2013

●Consistently maintained the highest enrollment numbers as Director for eight consecutive months.

●Reviewed and assessed applications, conducted interviews, and evaluated credentials to determine eligibility for admission.

●Prepared reports on enrollment trends and managed student data systems for admissions activities to support institutional planning decisions

●Collaborated with faculty members to develop comprehensive admission criteria tailored to diverse academic programs, ensuring alignment with institutional goals and standards

Contact this candidate