Remote Technical Support Leader with 16+ Years Experience

MARY ACOSTA

Address: Woodstock, IL ***** Phone: 815-***-****

Email: *********@*******.*** Website: https://bold.pro/my/mary-acosta/438r

Remote Technical and Customer Support Specialist, specializing in leading virtual teams

Dedicated and result-driven Remote Technical Support Specialist with over 16 years of proven excellence in virtual customer service and technical problem resolution. Skilled at troubleshooting complex issues with speed and precision, ensuring optimal customer satisfaction. Experienced in managing technical support teams, providing training, and solving technical problems for clients across diverse industries. Known for a strong work ethic, attention to detail, and the ability to thrive in independent, self-managed work-from-home environments. Consistently recognized for meeting and exceeding key performance metrics, optimizing service delivery, and building rapport with clients to foster loyalty and trust.

Areas of Expertise

Remote Technical Support Virtual Team Leadership Digital Communication Tools Remote Troubleshooting

Customer Experience Management Virtual Training & Development Remote Collaboration Performance Metrics Analysis

Call Center Operations Technical Documentation Quality Assurance Virtual Team Building Service Level Agreements

Remote Systems Management Digital Workflow Optimization Crisis Management Virtual Customer Success

Key Highlights

Recognized for delivering exceptional results that not only meet but exceed organizational goals, driving improved service delivery and operational efficiency by swiftly diagnosing and resolving intricate technical challenges.

Consistently surpasses key performance indicators (KPIs) such as first-call resolution, customer satisfaction, and response time.

Successfully led remote teams of technical support specialists, increasing productivity and collaboration, which directly contributed to improved customer service outcomes and a stronger team culture.

Proven ability to establish trust and rapport with customers, ensuring long-term loyalty and satisfaction.

Proficient in working autonomously in remote settings, maintaining high productivity and accuracy with minimal supervision.

Professional Experience

Technical Support Specialist Mar 2013 – Dec 2023

Comcast (Remote) - Elmhurst, Illinois, United States

Delivered remote assistance to technicians, guiding them through intricate software and hardware issues, resulting in prompt issue resolution and minimized operational disruptions.

Continuously exceeded performance metrics by resolving complex technical challenges swiftly and accurately, ensuring superior customer experiences and fostering long-term loyalty.

Leveraged expert troubleshooting techniques to diagnose and resolve technical problems efficiently, significantly improving service delivery and reducing escalations.

Played a key role in mentoring and coaching new technicians, enhancing team capabilities, and empowering team members to independently manage troubleshooting tasks, which improved overall team performance.

Acted as the primary point of contact between field technicians and technical support teams, ensuring seamless communication and quick resolution of complex service issues, and optimizing operational workflows.

Provided expert guidance to field teams, delivering critical technical support and troubleshooting solutions, which resulted in improved service quality, reduced downtime, and increased customer satisfaction.

Customer Support Aug 2007 - Mar 2013

Comcast (Remote) - Elmhurst, Illinois, United States

Led training initiatives for field technicians, ensuring they were equipped with the knowledge and tools necessary for efficient troubleshooting, empowering them to independently resolve complex issues and elevate team performance.

Consistently exceeded key performance metrics, including customer satisfaction, call resolution time, and service quality, contributing to the team’s overall success and the company's reputation for outstanding service.

Collaborated with cross-functional teams, including engineering and operations, to address and resolve recurring technical challenges, contributing to the implementation of process improvements and more efficient service delivery.

Provided exceptional technical support in a fast-paced call center environment, handling a high volume of customer inquiries and troubleshooting issues in the cable industry, ensuring quick and effective resolutions.

Educational Qualifications

Continuing Education in Computer Science Triton College – River Grove, IL

Field of Study: Computer and Information Systems

Achievements & Recognitions

Certificate of Excellence: Recognized as a Top 10 performing Technical Support Representative (May and July 2019).

Best Employee Award: Honored with the Certificate of Excellence for outstanding performance.

Led and trained technical support teams of 16+ specialists, ensuring efficient and accurate troubleshooting.

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