Technical Support Call Center

JEANETTE PERDEW

Waukee, IA *****

*************@*****.*** / 515-***-****

SUMMARY

Hard-working, dependable, and resourceful technical support specialist with over 20 years in the manufacturing and 8 years in call center and technology sectors. Proficient in resolving complex technical issues, managing customer communications, and optimizing operational efficiency. Demonstrates expertise in embedded systems, software and hardware diagnostics, and product and sales support for customers.

Proven ability to train new hires and enhance team performance while maintaining high customer satisfaction levels. Adept at troubleshooting and providing effective solutions in fast-paced environments. Certified advanced technical support specialist with experience delivering top-tier customer service. Bringing several years of helpdesk expertise for various products and services. A skilled communicator adept at engaging customers, identifying issues, troubleshooting, and simplifying steps to resolve problems efficiently.

SKILLS

Ticket Support System Management

Customer Support

Customer Experience Management

Call Center Operations

Desktop Support

Technical Support

Training New Hires

Quality Control

Production Management

Inventory Management

Software Installation

Application Installations

Microsoft Outlook

Microsoft Windows and Office 365

Conflict resolution negotiation skills

Customer Communication and Empathy

Problem Resolution

Issue Troubleshooting

Problem-Solving Skills

Continuous Improvement

Customer Satisfaction

Effective Communication

Attention to Detail

Team Leadership

High First-Call Resolution

Service-Based Communication

Time Management

Issue and Resolution Tracking

EMPLOYMENT HISTORY

Customer Support Representative / Farmers Insurance – Remote USA 04/2025 – 07/2025

Call center support for agents and customers on Auto insurance policies, including policy quotes, changes in coverage, and processing payments on the account.

Global Technical Support Specialist / John Deere ISG GSC - Johnston, IA 03/2021 – 07/2024

03/2021 - 07/2024

Provided front-line technical support to John Deere dealership technicians and customers, resolving complex

technical issues and minimizing downtime during production operations

Managed beginning-to-end case ownership, ensuring effective communication and resolution when issues were escalated to second-level support.

Collaborated with regional logistical managers to gather critical information for backend databases during dealership mergers and acquisitions, ensuring successful completion of processes

Served as a substitute for higher-level support in a global technical support call center, handling case tracking, routing, and second-level support during staff absences

Delivered on-the-job training for new hires, facilitating their transition from classroom learning to practical application of internal tools and processes

Resolved 20-50 technical support inquiries daily, documenting interactions for future reference and improving service delivery

Escalated critical incidents to specialized departments, enabling swift resolutions and maintaining high service standards

Provided remote support for a diverse range of software and hardware issues, fostering strong customer relationships and satisfaction

Trained new hires on technical support procedures, contributing to team success and enhancing overall performance

Managed high-volume ticket queues while consistently delivering exceptional customer service

Collaborated with supervisors to escalate and resolve customer inquiries or technical issues effectively

Documented all client interactions in the incident management system, facilitating efficient tracking of recurring issues and trends

Resolved a wide variety of technical issues across multiple systems and applications for customers in various time zones

Acted as a subject matter expert for specific technologies, sharing knowledge with colleagues to enhance team capabilities

Facilitated the transfer of machines, hardware, and employees during worldwide dealership acquisitions and mergers, ensuring accurate access to records and systems for new owners

Global Technical Support Specialist for Embedded Products / Kelly Services – Johnston, IA 05/2018 - 03/2021

Contract to John Deere

Delivered front-line technical support to John Deere dealership technicians and customers, effectively resolving complex technical issues to minimize production downtime

Managed end-to-end case ownership, ensuring clear communication and follow-up with engineering and other departments for issue resolution

Collaborated with regional logistical managers to gather critical information for back-end databases during dealership mergers and acquisitions, ensuring successful completion of processes

Acted as a substitute for higher-level support in a global technical support call center, performing case tracking, routing, and second-level support duties

Provided on-the-job training for new hires, bridging gaps in their training and facilitating a smooth transition from classroom learning to practical application

Enhanced customer satisfaction by efficiently resolving technical issues and providing timely support, leading to improved service levels

Escalated critical incidents to specialized departments, ensuring swift resolutions and maintaining service quality

Resolved inquiries through multiple communication channels (phone, email, web) in alignment with departmental service level goals

Reduced response times through effective communication, ensuring prompt assistance to customers

Achieved high first-call resolution rates by employing diligent troubleshooting techniques and comprehensive product knowledge

Successfully resolved 20-50 technical support inquiries daily, documenting interactions for future reference

Contributed to team success by training new hires on technical support procedures, enhancing overall team performance

Global Technical Support Specialist for Embedded Products / Adroit Software and Consulting - Urbandale, IA

Contract to John Deere 08/2016 - 05/2018

Delivered front-line technical support to John Deere dealership technicians and customers, effectively resolving complex technical issues and minimizing production downtime

Managed customer interactions through phone, email, and chat queues, ensuring high-quality service and support

Provided comprehensive case management by owning issues and facilitating closed-loop communications with engineering and other departments for timely resolutions

Collaborated with regional John Deere logistical managers to gather critical information for back-end databases during dealership mergers and acquisitions, ensuring successful process completion

Maintained continuity of service by transitioning contract to Kelly Services while continuing to support John Deere ISG GSC

Responded to customer inquiries and provided technical assistance both over the phone and in person, enhancing customer satisfaction

Developed an in-depth understanding of the company's products and services, enabling accurate and effective solutions to client inquiries

Successfully resolved 20-30 technical support inquiries daily, contributing to overall operational efficiency

Department Supervisor/ Gits Manufacturing - Creston, IA 11/2004 - 02/2014

Successfully read, interpreted, and followed blueprint specifications to ensure accurate assembly line operations

Leveraged problem-solving skills to effectively set up and operate both automated and manual assembly line machines

Ensured quality control by meticulously inspecting parts and confirming compliance with production specifications

Provided comprehensive training to new employees on operational procedures and machinery usage, enhancing team competency

Executed the setup of scanning and labeling machines, followed by training new hires on their proper operation

Utilized leadership, communication, and production management skills to ensure timely packing and shipping of all orders as per work order deadlines

Artist Owner / Jan Perdew Paintings - Bedford, IA 11/1986 - 02/2014

Designed and created original paintings, showcasing artistic talent and creativity

Successfully marketed artwork, leading to increased customer engagement and sales

Utilized extensive service-based communication skills to collaborate effectively with customers, ensuring products met their specific needs and desires

Maintained accurate tax and account records for the business through proficient use of Microsoft Office products

Managed personal computer maintenance, effectively resolving software and hardware issues to ensure optimal performance

EDUCATION

Associates of Applied Sciences: Information Technology Systems Networking 05/2014 - 05/2016

Southwestern Community College - Creston, IA

GPA 3.5

President’s List Fall 2104

President’s List Fall 2015

REFERENCES

References available upon request.

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