Technical Support Customer Service

Leslie Delp

Florence, AL *****

757-***-**** - ********@*****.***

Professional Summary

Dynamic Technical Support Representative with a proven track record at Conduent, excelling in technical troubleshooting and customer service. Expertly resolved complex issues, enhancing user satisfaction and achieving first-call resolutions. Adept at remote support and active listening, consistently turning challenges into positive customer experiences. Committed to continuous improvement and product knowledge. Skills

• Technical troubleshooting

• Technical support

• Product troubleshooting

• Remote support

• Customer service expert

• Active listening

Work History

12/2019 to Current Technical Support Representative Conduent – Florence, AL

Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

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Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

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Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.

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Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.

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Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.

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Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

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Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.

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• Managed high levels of call flow and responded to technical support needs. Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.

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08/2005 to 11/2017 Technical Support Representative Verizon – Wilmington, NC

Troubleshoot hardware and software issues and identify network/applications issues Provide detailed information on how to set up/configure data and voice products. Verify provisioning and diagnose device or Network issues. Use various administrative department tools and on-line resources for customer resolution. Use trouble ticket system for tracking customer interactions and problem resolution.

Evaluate customers concerns and resolve problems to customer satisfaction. Demonstrates and practices regularly the skills necessary to handle any CS and/or Technical Support call type that is routed through the center in this function. Follow up with customer to ensure first call resolution and achieve and deliver 100% customer satisfaction.

Process warranty exchanges.

Provide billing assistance.

Selling and up selling products, features and accessories In bound and out bound calling

Responsible for all phases of claims research to include adjustments, reimbursements, proper discounts

Reviewing and reporting accuracies or discrepancies and taking proper actions within company policies

Verification of all information given by both clients and vendors Ability to handle all types of customers

Worked in high volume call center

Education

06/1976 Theater Arts

Saddleback College - Mission Viejo, CA

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