Customer Service High School
Resume:
High School Diploma:
Simeon High School
Chicago, IL
**********@*****.***
Ellenwood, GA 30294
WWW: Bold Profile
Skills
• Customer Service Management
• Client Retention Strategies
• Key relationship management
• Complaint Resolution
• Retail Operations Management
• Customer Satisfaction
• Front-End Supervision
• Sales & Margin Improvement
• Teambuilding & Training
• Administrative Support
• Inventory Control
• Client Service & Satisfaction
• Order Fulfillment
• Conflict Management
• Account Management
• Membership renewals
• Call Control
• Documentation Review
• Credit card processing
• De-Escalation Techniques
• Complaint resolution
• Quality Assurance
• Customer Support
• Cross-Functional Collaboration
• Staff Training
• Payment Processing
• Equipment Installation
Education And Training
Cobb Electric - Customer Service Manager
Marietta, Georgia
05/2024 - Current
Flexential - Tech Support/Senior Customer Service Representative Alpharetta, GA
02/2022 - 08/2024
Provide timely resolution and/or escalation of Facility and customer issues. • Maintain a professional attitude and conduct while in the performance of the data center duties. • Troubleshoot and document technical issues usingFlexentialticketing system. • Follow Flexential Support and Data Center policies, processes, and procedures. • Provide local access and escort for vendors and carriers. • Perform remote hands work for internal and external customers. • Flexibility to support 24 / 7 operations with ability to work any shift in a 24x7x365 environment • Assist and/or complete physical and logical installations ofFlexentialservices. • Maintain cleanliness of the Data Center and surrounding supporting areas. • Perform Facilities Rounds and escalate pertinent information. • Process all in and out bound shipping/receiving for Customer andFlexentialDeliveries. • Operate and Manage Badge Access Security System. • Assist Critical Infrastructure Manager (CIM) on an as needed basis. • Work with localmgmt.to maintain cabling and general usage item inventory levels. • Perform other duties as required andassigned. Using Service Now software and Salesforce for desktop help. CITY OF COLLEGE PARK Utility - Human Resources Assistant College Park, GA
07/2018 - 08/2021
Shya Taylor
Experience
Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
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Maintained accurate records of customers' interactions with the company in order to provide better future services.
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Assisted in developing an effective system for tracking client requests from initial contact through resolution.
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Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
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Monitored staff performance to ensure adherence to customer service standards.
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• Conducted customer service training for new hires. Installed and configured hardware components, such as routers, switches, access points, and network cards.
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Created detailed service tickets to document customer information, problem diagnosis, resolution steps taken, and follow-up activities.
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Compiled reports related to personnel activities such as attendance tracking, turnover rates, disciplinary actions.
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Performed background checks on potential hires to ensure compliance with company standards.
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Apple Inc. - AppleCare Technical Support Advisor
02/2017 - 06/2018
Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
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Performed administrative tasks related to payroll processing or benefit administration.
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Updated employee database with changes in job title, salary information or contact details.
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Managed employee relations issues including grievances, complaints, and disputes as needed.
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Provided guidance and support to management team on various HR matters such as compensation packages or employee handbook updates.
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Processed paperwork associated with personnel transactions such as promotions or terminations.
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• Monitored timekeeping records for accuracy and completeness.
• Assisted in developing training programs for staff members. Assisted customers with iPhone, iPad, and iPod related issues, using probing skills to identify the root cause and carry out detailed troubleshooting to help resolve the issues
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Effectively utilized every resource made available to assist the customers, providing exceptional support while remaining valuable to the company
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Displayed courtesy and strong interpersonal skills with all customers' interactions
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Maintained composure and patience in the face of difficult customer's situations
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Researched issues on various computer systems and database to resolve technical issues.
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• Identified, researched and resolved technical issues for customers.
• Provided support to customers via telephone, email and online chat. Responded to customer inquiries in a timely manner while adhering to service level agreements.
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Diagnosed hardware and software problems related to customer's environment.
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Performed system configuration changes according to customer requirements.
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Created knowledge base articles for commonly encountered issues and solutions.
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Tested and verified fixes prior to releasing them into production environments.
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• Assisted with the development of new products and services as needed. Configured and maintained network equipment such as routers, switches, firewalls.
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Monitored server performance and troubleshot any errors or issues that arose.
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• Installed software applications on customer systems as requested. Maintained detailed documentation of all work performed in the ticketing system.
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Trained users on how to use various software applications or operating systems.
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• Resolved escalated cases from junior team members in a timely fashion. Participated in regular team meetings for status updates and brainstorming ideas.
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• Delivered remote assistance for technical issues using screen sharing, mouse Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service. Results-oriented customer service professional commended for exceptional customer satisfaction ratings, speedy resolutions and consistent availability. Strategic and persuasive with several years of experience working in customer- facing environments. Accustomed to using tactful communication and active listening to creatively solve problems achieve positive outcomes. and keyboard control and other tools.
Served as first point of contact for incoming technical service calls and emails.
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Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
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Handled customer service issues by providing guidance or escalating for advanced support.
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Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
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Documented customer complaints and inquiries for use in technical documentation and bug tracking.
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• Stayed abreast of latest software developments to enhance job knowledge. Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
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Interpersonal Skills Highlights
• Self-starter, with refined ability to work with minimum or no supervision. Strong team collaboration skills. Work closely with team members to achieve goals.
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Solid, persuasive, and genuine communication, facilitation and relationship building skills.
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Excellent ability to establish and work to priorities while managing multiple work streams.
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• Proven leadership abilities and very high attention to detail. Summary
Contact this candidate