Customer Service Technical Support
Resume:
Wiliana DORCILUS
CONTACT INFORMATION ****************@*****.***
***** **** **** ** ****** Beach FL 33445
OBJECTIVE Highly organized. A multitasked, reliable and talented youth with proven skills to serve customers in sales, customer service and technical support. Good sense of organization and good experience in team management. A quick learner, who can absorb new ideas, can communicate clearly and effectively with people from all social and professional backgrounds. Good communication skills and good ability to adapt to multicultural environments through my work experiences and online studies. EXPERIENCE
Jupiter, FL
Mar 2022 - Dec 2024
TECHNICAL REPRESENTATIVE
ALLIED UNIVERSAL SECURITY
Feb 2019 - Nov 2021 CUSTOMER SERVICE REPRESENTATIVE OVERDIVER, INC Remote
Jacksonville,FL
Jan 2017 - Nov 2018
TECHNICAL SUPPORT
DIRECT INTERACTIONS,INC
Miami Shores, FL
Apr 2015 - Oct 2017
SALES ASSOCISTE/CUSTOMER SERVICE
CONCENTRIX
EDUCATION
ORLANDO,FL
Nov 2010
UNIVERSITY OF CENTRAL FLORIDA
LANGUAGES
ANGLISH, FRENCH,
SPANISH, CREOLE
SKILLS
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Address:
Phone:
• Delivered local and remote IT support for hardware and software to company personnel.
• Used remote login tools to assist clients with technical and product questions.
• Supported customers with online billing, access and account issues. Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
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• Handled customer service issues by providing guidance or escalating for advanced support.
• Used proactive monitoring procedures and tools to identify problem prevention.
• Worked within internal teams to deliver accurate information to customers and service accounts.
• Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
• Used remote login tools to assist clients with technical and product questions.
• Supported customers with online billing, access and account issues. Dispatched vendors to perform onsite service to mitigate problems beyond scope of telephone troubleshooting.
•
• Handled customer service issues by providing guidance or escalating for advanced support.
• Used proactive monitoring procedures and tools to identify problem prevention.
• Worked within internal teams to deliver accurate information to customers and service accounts.
• Resolved customer inquiries promptly and courteously to ensure customer satisfaction.
• Handled high call volumes efficiently and effectively to meet service-level goals.
• Demonstrated strong problem-solving skills to address customer issues and concerns.
• Maintained accurate and detailed records of customer interactions and transactions for accountability.
• Handled complex situations with professionalism and empathy, ensuring customer retention.
• Provided timely and efficient technical assistance to resolve software and hardware issues.
• Communicated complex technical information to non-technical customers in a clear manner.
• Utilized troubleshooting skills to identify and resolve technical problems remotely.
• Maintained accurate documentation of technical issues and resolutions for future reference.
• Utilize excellent customer service skills and exceed customers' expectations.
• Built rapport with clients by providing quality customer service and problem solving Communicated with customer support for clarity on questions that were not answered in the online FAQs
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• Streamlined inventory management to eliminate the need for stock replenishment
• Accurately tracked customer orders, identified, and resolved any issues during order fulfillment Customer service, Computer literacy, Time
management, Food service, Communication
skills, Restaurant experience, Bilingual,
Leadership, English, Guest services, Microsoft
word, Microsoft excel, Physical examinations,
Documentation review
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