Technical Support Customer Service

Rod Goins

313-***-**** *****.*****@*****.***

Dynamic and purposeful professional with experience in technical support and customer service. Proven history of enhancing customer satisfaction and issue resolution through effective troubleshooting and communication skills. Adept at leveraging innovative technologies to provide exceptional support and resolve technical issues efficiently. Seeking a fulfilling role to apply my comprehensive skill set and contribute to organizational success.

Work History

Sales/Technical Support

Comcast Cable and Xfinity Internet May 2021 - September 2024

Intakes technical support calls from customers and troubleshooting to identify appropriate resolution, leading to a 95% first-call resolution rate

Interacts with customers through various means of communication (both verbal and written) to assist with a variety of customer inquiries and issues, maintaining a high customer satisfaction score

Demonstrates competencies of a technology enthusiast by using multiple tools and systems with ease (billing systems, knowledge base, technical tools, etc.) to apply information to any customer interaction

Opens tickets and records/maintains necessary documentation to track ticket through resolution, ensuring accurate and up-to-date records

Applies technical skills including Data Modeling, AWS, Functional Testing and Microsoft SQL Server to effectively resolve customer issues and improve support processes

Technician

Orbit Medical Nov 2020 - May 2021

Diagnosed and solved system and equipment malfunctions by making repairs or replacements in accordance with technical specifications, achieving a 95% equipment functionality rate

Provided thorough instruction to patients and caregivers on proper equipment usage, resulting in a consistently high customer satisfaction rate

Maintained and repaired life-support and other high-risk patient care and diagnostic equipment, ensuring optimal functionality and compliance with safety standards

Delivered medical equipment and supplies to patients' residences and nursing homes, consistently leaving a positive and memorable impression with each interaction

Home Healthcare Specialist

Southfield Home Health Group January 2015 - January 2020

Assisted with instrumental activities of daily living (ADLs) and personal care, including homemaking, managing and organizing the home, transportation, meal preparation, and errands, ensuring a well-maintained living environment for an ill family member in their home

Helped execute comprehensive personalized weekly schedules and care plans, demonstrating strong organizational skills and diligence

Managed medication schedules and ensured proper dosage administration, maintaining compliance with medical requirements

Provided timely updates and coordinated with healthcare professionals, ensuring comprehensive and consistent care

Physician's Aide

Office of Dr. Lonnie Joe January 2013 - January 2016

Supervised, instructed, and assisted patients with prescribed exercises, ensuring high customer satisfaction

Observed patients and compiled data on responses, improving treatment outcomes

Provided updates on patient progress to the physical therapist, ensuring timely communication

Collaborated with the healthcare team to evaluate patient information, fostering a multidisciplinary approach

Education

Bachelor of Science in Kinesiology Sports Medicine

Michigan State University

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