Customer Service Desktop Support
Resume:
A
Rebecca
Arrington
Rebecca.A.Arrington@
gmail.com
Somerville, Nj 08876
SUMMARY
Results-driven customer service professional with 20+ years of progressive experience. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success.
SKILLS
Customer Service Excellence
Escalations
Workforce Management Tools
Process Optimization
Communication
Collaboration
Relationship building
Detail Orientated
Customer Support
Troubleshooting
Problem-solving
Microsoft Office Suite
Excel
Word
Outlook
Network troubleshooting
Recording support tickets
Remote support management
Desktop support
Communicating with clients
Slack
Avaya
CoFee
CRM
EXPERIENCE
Office Manager
K&H Property Management/ Dec 2023 to Current
Work face to face with commercial customers to offer services to increase revenue and drive business
Review and manage customer accounts in a secure network Manage customer complaints and escalations in a timely manner using company databases and CRM tools, ensuring customer excellence and a satisfactory resolution Deliver superior customer service by completing outbound calls or handling internal alerts via email, slack or Avaya
Troubleshoot performance issues, conduct preventive maintenance, and assist end-users with technical challenges
Monitor and manage inventory levels for equipment and maintain and organize available stock to support operational needs
Collaborate with internal teams and external technology partners to coordinate project activities
Network Management Lead
Verizon Communications Inc/ Apr 2001 to Dec 2023
Spearheaded the upgrade of the company's network infrastructure and working as help desk professional resulting in a measurable improvement in speed, reliability, and overall system performance
Developed and implemented a comprehensive network security policy, reducing system vulnerabilities and enhancing overall data protection Gained hands-on experience with networking hardware, including routers, switches, firewalls, and wireless access points, ensuring seamless connectivity and functionality. Demonstrated strong communication and customer service skills by collaborating with technicians, end-users to ensure high-quality project outcomes and timely delivery. Performed troubleshooting to diagnose and resolve technical issues daily. Repair Service Clerk/Customer Service Clerk
Verizon Communications Inc/ Jul 1997 to Apr 2001
Provided exceptional customer service by assisting customers with repair requests, troubleshooting service issues and processing service orders Communicated with technicians internally and externally to coordinate repairs to ensure a timely resolution of service disruptions
Managed customer inquiries via phone addressing billing, service plans and equipment concerns
Maintained accurate records of customer interactions while issuing service credits, processing payments and explaining policies and procedures Presented existing and prospective customers with valuable service or product information to aid in decision-making.
Scheduled appointments for repair services according to customer availability. EDUCATION AND TRAINING
Associates: Business Management
Centenary College May 2006
Hackettstown, NJ
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