Technical Support Customer Service

Emily McCall

Marion, North Carolina 828-***-**** ***************@*****.*** LinkedIn

Recently completed a program focused on developing skills in technical support to obtain the Google IT Certificate. 5+ years in customer service related roles have led to developed skills in time management and organization. RELEVANT SKILLS

• Technical Support & Troubleshooting • Ticketing System • User Training & Support • Operating Systems Installation • Software Installation & Configuration • Customer Service • Windows • Linux • Domain Name System (DNS) • Networking • System Administration • Slack • Zoom • Google Workspace

EDUCATION & CERTIFICATES

Merit America • Virtual 06/2024

Google IT Certificate

● Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security — all the fundamentals of IT support that are critical for success in the workplace; comparable to the latest CompTIA A+ certification

● Completed hands-on coursework covering Microsoft 365, Windows 10, Spiceworks ticketing system, and fundamental cloud concepts

Strayer University, Herndon, VA Campus • Virtual 09/2027 Bachelor of Business Administration

● Major: Finance

RELEVANT EXPERIENCE

Freelance Technical Associate • Upwork, Virtual 01/2023 - Current

● Execute three contract projects on Upwork platform, including software removal/installation, device updates, and database creation, showcasing adaptability and problem-solving skills

● Facilitate successful cold calls to potential clients, demonstrating effective communication and salesmanship abilities to secure new projects

● Streamline processes for updating devices and databases, resulting in improved efficiency and an increase in client satisfaction ratings

● Implement proactive troubleshooting techniques to resolve client issues promptly, leading to a 30% reduction in average resolution time

● Demonstrate strong organizational skills by managing multiple client accounts simultaneously, resulting in a 60% increase in repeat business and positive reviews

Remote Insurance Agent Intern • Asurion, Virtual 09/2021 - 12/2021

● Established and nurtured strong rapport and trust with clients through attentive listening, empathy, and clear communication resulting in issue resolution in under 4 minutes

● Demonstrated comprehensive understanding of diverse insurance products, ensuring clients receive tailored solutions that met their specific needs and provided maximum value and protection during this 90-day internship

● Performed thorough insurance needs assessments to recommend suitable coverage options to clients, leveraging expertise to provide personalized solutions that addressed their unique requirements and mitigated risks effectively Remote Call Center Representative • Teleperformance, Virtual 05/2021 - 09/2021

● Translated complex technical information into clear, accessible language for non-technical users, facilitating understanding and empowering informed decision-making through effective communication strategies

● Honed communication skills through dynamic interactions with individuals in high-speed environments, adapting to varying communication styles and preferences to foster meaningful connections, resulting in 3 favorable customer reviews

● Resolved complex challenges with attention to detail, meticulously analyzing each aspect to identify root causes and implement precise solutions, ensuring optimal outcomes and client satisfaction

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