I work.
Resume:
LEIGH SALAZAR LÚNA
Customer Support Specialist Fluent in German
************@*****.*** linkedin.com undefined
SUMMARY
Enthusiastic Customer Support Specialist with 7+ years of experience in different industries, providing exceptional customer experiences. Extensive proficiency in CRM and support ticketing systems with a solid technical background. Recognized for leadership skills and a passion for delivering world-class customer service.
EXPERIENCE
Senior Customer Support Specialist
Amazon
2018 - Present Seattle, WA
Managed customer support operations, resolving complaints and queries Boosted customer satisfaction by 25% by implementing new protocols for resolving support tickets.
Streamlined ticket resolution process, reducing average ticket resolution time by 20%.
Trained 15 new customer support specialists in company policies and best practices.
Customer Support Associate
Microsoft
2016 - 2018 Redmond, WA
Provided technical support for customers experiencing difficulties with company software
Reduced software product returns by 10% by effectively troubleshooting and resolving customer issues.
Aided in the development of a new support software which cut down ticket response time by 15%.
Consistently recognized as top performer, resolving 80% of tickets in first call.
Technical Support Specialist
Apple
2014 - 2016 Cupertino, CA
Assisted customers in troubleshooting technical issues with devices Received 'Most Valuable Employee' for resolving 1000+ customer tech issues within a year.
Assisted with the development of 2 internal knowledge base articles per month.
Decreased average call length by 10% by utilizing efficient problem- solving strategies.
Title
Company Name
Date period Location
Company Description
Highlight your accomplishments, using numbers if possible. EDUCATION
Business Administration
Post university
02/2008 - 03/2020 Ct
STRENGTHS
Problem-solving
Promptly addressed and resolved an
average of 20 tickets daily, boosting
customer satisfaction rates by 15%.
Relationship Building
Cultivated long-term customer
relationships through prompt and
thoughtful service, contributing to a 20%
increase in customer retention.
Technical Proficiency
In-depth knowledge of CRM and support
ticketing platforms enabled top-notch
customer support and record
maintenance.
SKILLS
Customer Service
Problem Resolution
Technical Support Communication
CRM Ticketing Systems
CERTIFICATION
Customer Service Training
Learned advanced customer service techniques
from Coursera
Technical Support Fundamentals
Achieved comprehensive understanding of tech
support principles from Google certification
program
PASSIONS
Tech Gadgets
Stay up-to-date with the latest tech
gadgets and often provide informal tech
advice
Outdoor Activities
I enjoy hiking and exploring new trails
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EDUCATION
Bachelor of Science in Information Technology
Post University
2008 - 2012 Waterbury Connecticut
LANGUAGES
English
Native
Spanish
Intermediate
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