Customer Service Technical Support

Personal Experience

To serve on a team where I can utilize my customer service, data entry, and direct sales, along with call center and technical support also Projects when needed.

Profile

• More than 5 successful years of experience in customer service and Technical support

• Recognized strengths are in account maintenance, problem-solving and troubleshooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place.

• Possess solid computer skills.

• MS Office proficiency and tracking-software familiarity.

• Ability to train, motivate, and supervise customer service employees.

• Both independent and team worker, as required.

• Knowledge of general office duties, including copy, mailing and filing Knowledge of SAP, Onbase and Brainware Employment

State of Colorado Department of Transportation 9/2019 – 4/2024 Account Technician III

• Process all reimbursement Grant for Division of Transportation and Rail.

• Juggles multiple projects including the PD90, DTR Record Retention, DTR Non-COTRAMS.

• Correspondence with vendors for information is missing.

• Handle all Consultant reimbursements.

• Handled Special Projects when needed.

• Processed all Utilities for DTR and backup for ITS Utilities.

• Backup in Other areas in the HQ Business Office. Boulder County Housing and Human Services, Boulder, CO 02/2015 – 09/2019 Administrative Technician

• Help Clients with Documents that they are dropping for their case

• Scan documents for all departments inside Boulder County Housing and Human Services

• Validate documents in HHS Connection to make sure documents are in the correct area

• Processed all payment for Housing clients, Maintenance and Utilities for Housing.

• General office duties, including copy, mailing and filing documents Swoozies 04/2013 - 01/2015

Accounts Payable Clerk

• Processed all payment for Swoozies properties, Maintenance and Utilities and inventory product for stores

• Correspondence with vendors for information is missing.

• Apply the information to process checks for payment Robert Half Consulting Services 01/2013 – 04/2013

Technical l Support

• Work with customers of Intuit Turbo Tax within the United States.

• Help customers with any technical problems from downloading digital software to restoring computer software, and also any education with the product.

• Quickly and effectively solve customer challenges.

• Tier 2 support to technicians with problems they couldn’t resolve for the customer.

• Handled all escalated calls from Tier 1 agents.

• Consistently seeking new ways to improve customer service. Dish, Littleton, Co 06/2012 – 12/2012

Direct Sales

• Inbound direct sales of satellite TV, phone and internet.

• Setup accounts, and install dates for new services.

• Contact installers for customized install dates.

• Follow up with customers as needed.

• Occasional top producer on the team.

Denver Post Newspaper, Denver, Co 01/2012 – 05/2012 Customer Service

• Responded promptly and answered/resolved customer inquiries and complaints

• Set up new accounts for print and online customers

• Handled calls for the Longmont Times, Loveland Herald and the Boulder Camera newspapers.

• Achieved success by encouraging customers from canceling subscription of newspapers. Denver Post Newspaper, Denver, Co 06/2006 – 12/2010 Retention Representative

• Outbound and Inbound calls for renewal of subscriptions, answer phones and handle customer requests for maintaining paper deliveries.

• Backup Senior Rep with various reports to include commission reports, call center reports, revenue and internal reports.

• QA daily report errors and also verify credit card transactions.

• Regularly received bonuses for outside assigned duties.

• Employee of the Quarter.

Nicole Leadens

3460 Broadway St ~ Boulder, CO 80304

E-mail: ********@*************.*** Phone: 303-***-**** Fax: 303-***-**** July 2, 2015

RE: Recommendation of Terry Boyd

To Whom It May Concern:

I was lucky enough to employ Terry Boyd in a temporary capacity recently. Terry was a great asset to our organization and to the project she had been assigned. She is outgoing, energetic, driven, with a work ethic that is very impressive. Terry’s ability to interact with customers has made her a great fit for the project she was working on.

It was a pleasure to have her in our office. Terry is a friendly, focused individual with a great sense of humor. I would highly endorse Terry as a part of your organization, any company would be very happy to have her on board.

Please feel free to contact me with any questions. Respectfully,

Nicole Leadens

Boulder County Housing and Human Services

Administrative Division Manager -Content and Records Management Team

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