Technical Support Customer Service
Resume:
RABIJE SELIMI
Snellville, GA *****
***********@*****.***
Professional Summary
Personable and dedicated customer service representative with extensive experience in customer relations, data entry, and technical support Tier 2. Demonstrates a strong commitment to being a solid team player with an upbeat, positive attitude. Proven skill in establishing rapport with clients, ensuring their satisfaction, and contributing to company success. Continuously motivated to maintain high levels of customer satisfaction, making me an asset in any role or department assigned. Work Experience
Technical Support Tier
Verizon
November 2021 to Present
Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations
Collaborated with cross-functional teams to identify and address recurring system issues, enhancing overall product performance
Reduced response time for customer inquiries by implementing efficient ticket prioritization strategies Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments Developed and maintained detailed documentation of troubleshooting procedures and resolutions, streamlining future problem-solving efforts
Maintained up-to-date knowledge on company products and industry trends to provide accurate information and solutions to customers
Enhanced the quality of support by regularly participating in training sessions and professional development opportunities
Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues Provided comprehensive technical support for software and hardware, resulting in minimized downtime for clients
Regularly exceeded established performance metrics, demonstrating consistent dedication to outstanding support services
Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance
Assisted in the creation of internal knowledge base articles, improving access to technical resources within the team
Assisted new hires with onboarding tasks, including system setup and training on company policies and procedures
Improved customer satisfaction by resolving complex technical issues in a timely manner Leveraged remote diagnostic tools to troubleshoot customer systems effectively without requiring onsite visits, saving time and resources
Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
Explained technical information in clear terms to promote better understanding for non-technical users Diagnosed and troubleshot hardware, software and network issues Proactively identified areas for improvement within the support function, collaborating with management on process optimization initiatives
Customer Service Supervisor
CardWorks Servicing
August 2020 to June 2022
Cross trained in multiple departments to know all company needs and train new employees Analyzed and updated all necessary changes to Salesforce software Processed customer service requests via phone support and email support Customized CRM using the most up-to-date tools (i.e., workflows, triggers) Noted customer correspondence in CRM to track requests, problems and solutions Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
Data Entry/Account Administrative Representative
Gilbert Displays
July 2019 to August 2020
Performed administrative tasks and assisted in executing business solutions Successfully entered data into company database and validated the accuracy of valuable company information
Used and analyzed data from automated information aggregators to update the database Generated data reports, enter company findings into the database and perform backups Supported data entry across departments as requested, switching promptly to new projects Customer Services Representative
Marcum Search
January 2017 to June 2019
Assisted staff with resolving complex customer issues and implementing targeted solutions Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
Documented customer correspondence in CRM to track requests, problems and solutions Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
Assisted customers by providing confirmations, answering questions and offering general information Billing Clerk, AlphaGraphics
Company Overview-New York, NY
February 2012 to September 2018
Education
High School Diploma
Suffolk Community College Lindenhurst Highschool-Lindenhurst, NY Skills
• Relationship building Order processing
• Refund Management Skills System Support Skills
• Client relations Detail-Oriented Efficiency
• Follow-up skills Customer Relationship Management
• Microsoft Excel Customer Needs Assessment
• IOS and Android App Development Quality Assurance (Test Automation, Bug Complaint resolution Applications Tracking)
• Customer satisfaction measurement Cybersecurity (Firewalls, Intrusion Detection Skilled in Microsoft Office Systems)
• Call center experience Friendly, positive attitude
• Active listening Data collection
• Project Management Expertise Salesforce Proficiency
• Strategic Solution Development Customer service
• Customer relations Clear Communication in Albanian)
• Team Leadership Experience Multitasking Abilities
• Technical troubleshooting Microsoft Office Suite
• Conflict resolution Expertise De-escalation techniques
• Data Analysis (Excel,
• Accurate Call Documentation Customer education
• Zendesk Problem resolution
• Medical Insurance Rep Documentation Excellent communication
• Customer service
• Data entry Complaint handling
• Technical support Detail-Oriented Data Management
• Scheduling Real-Time Chat Assistance
• Team development Machine
• Technical support
• Product knowledge Computer proficiency
• Customer Email Assistance Customer relationship management
• Albanian, Native or Bilingual
• IT Support Services Supervision and leadership
• Critical thinking Remote diagnostics
• Database Management (SQL) Payment processing
• Payment Processing Building rapport
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