Customer Service Technical Support

Michael Alaska Pierre

Lauderdale Lakes, FL 407-***-**** ️ **************@*****.***

Professional Summary

Multilingual and performance-driven Customer Service Representative with over 5 years of experience in phone-based support, technical assistance, and inbound sales. Proven success in fast-paced call center/Work from home environments including Alorica, Conduent, and Teleperformance. Expert in de-escalation, troubleshooting, CRM navigation, and creating positive customer experiences across multiple industries. Key Skills

Customer Service & Retention

Inbound/Outbound Phone Support

Escalation & Resolution Handling

Sales Conversion & Cross-Selling

Tier 1 Technical Support

CRM Tools: Zendesk, Salesforce, Five9

Conflict resolution

MS office

Professional Experience

Customer Support Representative – Alorica

Remote 2022 – 2025

Responded to 80+ inbound customer service calls daily for a major retail client.

Resolved billing issues, handled return requests, and processed adjustments following strict compliance standards.

Maintained a 95% customer satisfaction rate by providing empathetic, efficient support.

Helped new hires with onboarding and system training as a peer mentor. Inbound Sales & Service Associate – Conduent

Remote 2020 – 2022

Assisted customers with service upgrades, account inquiries, and billing concerns for a national telecom provider.

Consistently met or exceeded sales conversion goals (averaging 35% lead-to-sale).

Educated customers on promotions and savings, boosting customer loyalty and retention.

Recognized for achieving the highest upsell rates in the team for three consecutive quarters.

Technical Support Specialist – Teleperformance

Remote 2017 – 2020

Delivered Tier 1 tech support for smart home products and apps (via phone and live chat).

Guided customers through system installations, device syncing, and account troubleshooting.

Diagnosed technical issues and created detailed support tickets for escalation.

Logged 90% first-contact resolution and ranked in top 10% for quality assurance reviews.

Education

A.A. in Business Communication (In Progress)

Broward College – Fort Lauderdale, FL

Tech Stack

Zendesk Five9 Salesforce NICE CXone Freshdesk Microsoft Teams Zoom Slack Google Workspace

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