Technical Support Customer Service
Resume:
Travis Ray Patton**
Birmingham, AL 35215
Cell: 205-***-****
E-mail: *********@*****.***
LinkedIn profile http://www.linkedin.com/in/travis-patton-tmg
**Objective:**
Seeking a mid-level technical support or customer service management position where I can utilize over 15 years of experience in team leadership, technical troubleshooting, and process improvement to enhance customer satisfaction and operational efficiency.
**Education:**
- **Graduated Central High** - Tuscaloosa, AL (1988)
- **Completed coursework towards a BS in Microbiology** - University of Alabama
- **Completed coursework towards a BS in Communications** - Ashford University
**Work Experience:**
**Inovalon February 2022 – Present**
*Team Lead*
- Collaborated with partners across departments to address customer pain points.
- Evaluated technician performance and coached individuals to achieve their goals.
- Enhanced knowledge articles, improving company-wide customer service efficiency.
- Participated in DE&I activities, promoting team-building and aligning with the company’s vision.
- Managed escalated calls and provided reasonable solutions to customers.
- Provided coaching and development, leading to improved quality scores among technicians.
- Directed phone queues and managed incoming call routing.
- Developed and facilitated training for new hires.
- Resulted in 80% new hire retention as a Technical Product Support Specialist I.
*Technical Product Support Specialist I*
- Supported product usage through best practices, knowledge articles, and resources.
- Managed inbound calls, addressing customer technical issues.
- Recorded and updated customer information accurately using CRM and SaaS tools (Salesforce, ServiceNow).
- Applied problem-solving skills to resolve issues using available resources and previous knowledge.
**Inovalon February 2021 – February 2022**
*Technical Support*
- Provided tech support solutions and guided customers through app installations across devices.
- Assisted customers with video chat setups.
**NRTC November 2020 – February 2021**
*Technical Support*
- Performed troubleshooting on in-home networks and tested customer network stability.
- Suggested tailored solutions to meet customer needs.
**Wells Fargo May 2020 – October 2020**
*Online Customer Success Specialist*
- Took an average of 90 inbound calls daily, assisting customers with online and bank account concerns.
- Helped resolve tech issues with mobile apps and provided support for card and account claims.
- Supported inter-bank and intra-bank transfers while adhering to bank guidelines.
**American Express March 2019 – March 2020**
*Virtual Customer Professional Champion Platinum / Metrics Ambassador*
- Managed customer accounts and accepted payments while promoting new business products.
- Achieved Customer Champion status and represented as Platinum Ambassador.
- Conducted monthly team meetings and helped the team meet sales and metrics goals.
**T-Mobile USA June 2015 – March 2019**
*Senior Messaging Expert / Senior Technical Support*
- Handled customer inquiries, assisted with bill payments, and supported troubleshooting efforts.
- Provided thorough technical support on mobile devices and network issues.
- Promoted to Senior Messaging Expert and communicated accurate account information across various media.
**Amshere Collection Services May 2014 – June 2015**
*Collections Specialist*
- Managed inbound and outbound calls to resolve personal and business debts.
- Established payment plans and processed payments over the phone.
- Assisted with account negotiations and resolutions.
**Portfolio Recovery Associates June 2006 – May 2014**
*Operations Manager*
- Handled inbound and outbound calls to assist with debt collections.
- Managed a team of 12-15 representatives, providing coaching and development.
- Performed administrative duties and evaluated live calls monthly for coaching purposes.
- Developed plans and trackers to help meet company goals.
**Skills:**
- **CRM and SaaS:** Salesforce, ServiceNow
- **Technical Troubleshooting:** Android, iOS, in-home networks
- **Leadership:** Coaching, Team Management
- **Customer Support:** Customer service, dispute resolution
- **Software Proficiency:** Microsoft Office (Word, Excel, PowerPoint)
Contact this candidate