Detail-Oriented Customer Support Specialist

ROSE A.Mann

Catonsville, MD *****,

443-***-****

**********@*****.***

PROFESSIONAL SUMMARY

Friendly Customer Service Representative ready to resolve any problem. Troubleshoots technical issues and educates on

logistics and policies, allowing for customer satisfaction without unnecessary escalation of support calls.

SKILLS

• Data Processing • Customer Service • Complaint Resolution

• Troubleshooting and Diagnosis • Call Management • Service Schedule Coordination

EXPERIENCE

Customer Service Representative November 2021 - October 2023

Answer Net Answering Service Catonsville, MD

• Collaborated across departments to resolve customer-related issues.

• Enhanced customer satisfaction with fast knowledgeable service.

• Documented all call information according to standard operating policies and procedures.

• Researched to provide accurate and complete information.

• Documented transactions daily in CRM system and completed end-of-day processing requirements.

Help Desk Agent August 2012 - August 2013

Baltimore City Schools/Attivasoft Contractors Columbia, MD

Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting

procedures.

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• Recorded customer issues on database to streamline process and fastrack resolutions.

• Managed system performance by monitoring operations and correcting routine issues.

• Supported MS Office, Windows XP and 2010 via Dameware remote access.

• Performed remote installation of printer devices.

Help Desk Tech Support Representative April 2012 - September 2012

National Telecommuting Institute Boston, MA

• Implemented remote troubleshooting techniques to solve common software and hardware issues.

• Responded promptly to incidents and requests after careful analysis and documentation.

• Addressed and resolved routine user issues.

• Recorded customer issues on database to streamline process and fastrack resolutions.

• Guide phone calls to appropriate departments.

EDUCATION

Certification - Business August 1986

Catonsville Community College, Catonsville, Maryland

Certification - Technology August 2001

Catonsville Community College, Catonsville, Maryland

Diploma June 1984

Northwestern Senior High

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