Customer Service Tech Support Specialist
Resume:
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service and Information Technology. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Work History
2022-07-
Current
Technical Support L1
BookSystems INC, Huntsville, AL
Handled private and public library software for clients and schools. *Atriuum/BookTracks/Concourse Software, Sage used for Ticketing; Plone for generation of license keys, Zoho for remote support to customers
Troubleshoot hardware over the phone, or remotely daily. *Majority of hardware being handheld scanners, Epson and Star slip printers and general configuration troubleshooting.
Learned new software to coordinate for large scale data imports, maintaining customer satisfaction * Utilizing FTP transfers and data uploads for yearly student imports, as well as files sent to be manually imported via the Atriuum software
Able to handle back-to-back calls and cases during peak busy season, averaging over 30 cases a day at times.
2020-01 -2022-07
Independent Contractor
Stardust Creatives, Madison, AL
Delivered outstanding service to upwards of 50 customers per day to maintain and extend relationships for future business opportunities.
Collaborated closely with clients to better understand entire project scope.
Evaluated trends to understand competitive environments and assess current strategies.
Introduced new methods, practices and systems to reduce turnaround time.
2018-01 - 2020-01
Remote Technical Support Representative
Blue Cross Blue Shield, Madison, AL
Translated complex technical issues into digestible language for non-technical users.
Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
Analyzed issues to identify troubleshooting methods needed for quick remediation.
2017-03 - 2018-01
Customer Service Representative
SYKES, Madison, AL
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Answered product and service questions, suggesting other offerings to attract potential customers.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
2014-02 - 2017-02
Customer Service Representative
Verizon Wireless, Huntsville, AL
Resolved concerns with products or services to help with retention and drive sales.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
2013-03 - 2014-03
Server
Lime Fresh Mexican Grill, Huntsville, AL
Kept register accurate through correct billing, payment processing and cash management practices.
Worked with POS system to place orders, manage bills and handle complimentary items.
Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
2011-07 - 2013-02
Cashier
Wal-Mart Supercenter, Tallassee, AL
Answered questions about store policies and addressed customer concerns.
Helped customers complete purchases, locate items and join reward programs.
Greeted customers entering store and responded promptly to customer needs.
Mentored new team members on sales software system operation.
Education
2014-05 - Current
Associate of Science: Information Technology
Strayer University - Washington, DC
2006-01 - 2010-05
High School Diploma
Tallassee High School - Tallassee, AL
References
Stephen Davis – Level 3 Technical Support Booksytems
256-***-**** (He does not have a direct line so you must ask for him at the front desk to be transferred)
Michaela Moore – Level 1 Technical Support Booksystems
Orion Kaiser – Level 1 Technical Support Booksystems
Contact
Address
Madison, AL, 35757
Phone
******************@*****.***
Skills
Planning and Coordination
Excellent Communication
Multitasking Abilities
Written Communication
Teamwork and Collaboration
Technical Support
Microsoft Office Suite
Photography
Photo/Video Editing
Problem-Solving
Attention to Detail
Dependable and Responsible
Technical issues analysis
Multi-line phone talent
Account management
.
Alaina Brown
Customer Support/Information Technology
Contact this candidate