Technical Support Customer Service

ASHLEY THOMAS

**********@*****.*** 571-***-****

SUMMARY

Results-driven customer service and technical support professional with over 13 years of comprehensive experience in customer care, live chat support, technical troubleshooting, and help desk operations. Proven success in resolving complex issues, enhancing customer satisfaction, and significantly improving operational efficiency. Adept in remote environments, skilled at fostering positive client relationships, and recognized for exceptional performance and reliability. EXPERIENCE

Customer Service Specialist (Hybrid)

Center For Discovery Jun 2024-Current

Deliver exceptional customer support to clients, ensuring satisfaction through timely issue resolution.

Managed a high volume of inquiries, consistently meeting and exceeding performance benchmarks.

Collaborate cross-functionally to streamline customer support processes and enhance client experience.

Conduct client follow-ups, ensuring satisfaction and timely resolution of outstanding concerns. Implemented strategies that increased customer satisfaction scores by 15%. Awarded recognition for demonstrating outstanding dedication to client service excellence. Live Chat Support Agent

Department Homeland Security ICE OPR Nov 2020-May 2024 Managed real-time customer inquiries via live chat, providing rapid, accurate, and professional responses.

Increased resolution rates of chat inquiries by 20% through effective troubleshooting techniques. Provided comprehensive support, significantly reducing customer complaints. Enhanced training programs for new hires, personally mentoring 10+ team members to success. Developed internal documentation, which boosted operational efficiency by 25%. Contributed proactively to team meetings, sharing insights that improved departmental processes.

Consistently received positive client feedback for exceptional support. Help Desk Agent (Remote)

Bank of America Aug 2017-Oct 2020

Delivered frontline technical support to clients, ensuring minimal downtime. Diagnosed, troubleshot, and resolved software and hardware issues efficiently. Assisted in maintaining detailed records of client interactions and support activities. Managed escalations promptly, ensuring rapid resolutions. Reduced helpdesk response times by 15% through effective time management. Facilitated training sessions for new employees, enhancing overall team proficiency. Technical Support Representative

State Farm Nov 2011-Jul 2017

Provided detailed technical assistance and resolved customer inquiries effectively. Maintained an accurate log of all interactions, ensuring comprehensive documentation. Delivered high-quality customer care, significantly enhancing customer loyalty. Collaborated with the technical team to develop solutions for recurring technical problems. Acknowledged by senior management for exceptional commitment and professionalism. SKILLS

Customer Support

Live Chat Management

Technical Troubleshooting

Conflict Resolution

Process Improvement

Communication Skills

Documentation & Reporting

Problem-Solving

Performance Metrics

Cross-Functional Collaboration

Training & Development

Team Leadership

Quality Assurance

Time Management

Customer Retention

Client Relationship Management

EDUCATION AND TRAINING

High School Diploma

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