Technical Support Customer Service

HASSAN POWELL

Blytheville, ***** AR

**************@*****.*** / 870-***-****

SUMMARY

I'm a dedicated Customer Service and Technical Support professional with experience assisting clients in resolving inquiries, troubleshooting technical issues, and ensuring positive customer experiences. Skilled in call handling, CRM systems, and product support, I excel at delivering timely solutions while maintaining professionalism and empathy. With strong communication, problem- solving, and multitasking abilities, I provide reliable support that enhances customer satisfaction and strengthens client relationships. SKILLS

Effective Communication

Problem Solving Skills

Active Listening Skills

Patience and Empathy

Time Management Skills

Customer Service Support

Technical Troubleshooting

Call Handling Systems

Data Entry and Records

Product and Service Knowledge

EXPERIENCE

Agent/CSR/Technical Support Assistant / Results CX / Fideliscare Healthcare Provider 11/2021 - Current Assisted customers with authorizations, appeals, and account-related inquiries, ensuring timely resolution and satisfaction. Provided technical support for account setup, troubleshooting system errors, and resolving user issues. Handled B2B sales inquiries and engaged B2C prospects, promoting products and services to drive customer acquisition. Documented customer interactions and solutions in the CRM system, improving service quality and knowledge-sharing. Collaborated with cross-functional teams to escalate complex cases, ensuring efficient problem resolution and customer retention.

Sales and Accounts Representative / RnR Tire Express 11/2020 - 10/2021 Managed client accounts by building strong relationships, ensuring customer satisfaction, and driving account retention. Identified new sales opportunities through prospecting and lead generation, consistently exceeding sales targets. Prepared and delivered tailored product presentations and proposals to meet client needs and secure contracts. Conducted regular account reviews, analyzing sales trends and customer feedback to optimize service delivery. Collaborated with cross-functional teams to resolve client issues, streamline processes, and maximize revenue growth. Heavy Mobile Equipment Operator and Heavy Assembler / Trinity Rail Maintenance 11/2019 - 05/2020 Operated and maintained heavy mobile equipment such as forklifts, loaders, and cranes to support daily production and logistics operations.

Assembled and installed heavy machinery components, ensuring precision, safety, and compliance with technical specifications.

Performed routine inspections and preventive maintenance on equipment to minimize downtime and extend operational life. Followed strict safety protocols and industry regulations while handling equipment and assembling heavy mechanical parts. Collaborated with engineering and maintenance teams to troubleshoot issues, improve efficiency, and support large-scale projects.

Crane Operator and Inventory Control Assistant / Tenaris Hickman 03/2018 - 03/2019 HP

Operated cranes and lifting equipment to safely load, unload, and position heavy materials in compliance with safety standards.

Conducted daily equipment inspections and performed basic maintenance to ensure safe and reliable crane operations. Monitored and managed inventory levels, ensuring accurate tracking of materials, tools, and supplies. Recorded stock movements in inventory systems, supporting timely replenishment and reducing discrepancies. Coordinated with warehouse and logistics teams to streamline material handling, improve efficiency, and maintain workflow continuity.

Crane and CNC Operator / SMS Group 01/2018 - 03/2018 Utilized overhead cranes and hoisting equipment to transport and position heavy materials safely and efficiently. Programmed, configured, and operated CNC machinery to produce precision components according to engineering specifications.

Reviewed and interpreted technical blueprints and schematics to guide machining and material handling tasks. Conducted routine inspections and preventive maintenance on both crane and CNC equipment to ensure peak performance. Partnered with production teams to streamline operations, minimize downtime, and maintain consistent quality standards. Nighttime Shipping Supervisor / Ryerson of Blytheville 11/2016 - 12/2017 Supervised shipping personnel to ensure efficient and accurate completion of tasks. Ensured safety protocols were followed when loading and unloading trucks or containers. Analyzed data from customer feedback surveys to determine areas needing improvement in the shipping department. Assisted in developing strategies for improving efficiency within the shipping department. Negotiated freight rates with carriers while monitoring cost effectiveness of services provided. Overhead Crane Operator / Russell Metals of Blytheville (JMS) 11/2010 - 10/2016 Monitored load weights to ensure compliance with safety standards. Adjusted cables and pulleys to prevent damage to cranes. Inspected packaging for conformance to regulations and customer requirements. Inspected crane mechanisms and lifting accessories to maintain functionality and identify malfunctions. Recorded bundle weights into company log.

Backhoe Operator / Ardot 05/2008 - 10/2010

Operated backhoes and heavy earthmoving equipment to excavate, load, and move soil, gravel, and construction materials. Prepared and leveled work sites by digging trenches, backfilling, and grading surfaces according to project specifications. Conducted daily inspections and routine maintenance on equipment to ensure safe and efficient operation. Followed strict safety procedures and site regulations, minimizing hazards and ensuring compliance with industry standards. Coordinated with site supervisors and crew members to complete excavation and material handling tasks on schedule. CNC Machine Operator / NIBCO of Blytheville 01/2007 - 05/2008 Interpreted blueprints and technical drawings to ensure accurate setups. Maintained machine tools and equipment for optimal performance and safety. Monitored production processes to identify and troubleshoot issues promptly. Adjusted machine settings based on specifications to meet production standards. Collaborated with team members to streamline workflow and enhance efficiency. EDUCATION AND TRAINING

Network, and Cybersecurity specialist 05/2024

Full Sail University

AAS/CIS 05/2015

Arkansas Northeastern College - AR

CERTIFICATIONS

IT Security Foundations: Network Security

Getting Your Website Online

Linux: Package Managers and Repositories

Learning Cloud Computing: Core Concepts

Learning Cloud Data Storage

WordPress 5 Essential Training

Learning Virtualization

Learning Ansible

Learning Linux Command Line

Git Essential Training

Project Management: Preventing Scope Creep

Project Management Foundations: Quality

Project Management Foundations: Communication

IT Security

Web Development

Linux Systems

Cloud Computing

Virtualization

Ansible Automation

Command Line Proficiency

Git Version Control

Project Management

Quality Control

Communication

Heavy Equipment Operation

Multilingual: Arabic and French

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