Customer-Centric Support and Ops Specialist
Resume:
Bachelor Of Science:
Biological Sciences
University Of Wisconsin,
Madison
Madison, WI
**************@*****.***
Castle Rock, CO 80104
Skills
• Cash handling and POS systems
• Transaction auditing
• Customer service and support
Employee training and
development
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• Conflict resolution
• Multi-line phone management
• Receiving support
• Complaint resolution
• Account management
• Script adherence
• Assertiveness skills
• High-energy demeanor
• Call management strategies
• Active listening skills
• Computer proficiency
Education And Training
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Old Navy/Gap - Cash Wrap Customer Focused Experience Coordinator Englewood, CO
04/2022 - Current
HCL Technologies - Senior Technical Support Representative Remote, CO
01/2014 - 04/2023
Katherine A. Ward
Summary
Experience
Counted money in cash drawers at the beginning of shifts to ensure that amounts are correct and there is adequate change.
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• Performed daily audits of register operations to ensure accuracy in transactions. Handled customer complaints promptly and professionally according to company guidelines.
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Performed opening and closing duties such as setting up registers, cleaning work areas.
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• Greeted customers upon entry and provided excellent customer service.
• Provided guidance to junior staff on store policies and procedures. Processed payments using POS systems, including cash, check, credit and debit cards and gift cards.
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• Investigated customer service issues and provided timely resolutions. Assisted in developing training materials related to new products or services released.
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• Identified areas of improvement in existing systems and processes. Provided technical support and troubleshooting assistance to customers via phone, email, and chat.
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• Conducted software testing to ensure compatibility with existing systems.
• Collaborated with other departments to resolve escalated customer complaints.
• Provided support for enterprise-level applications used across multiple locations. Assisted with the development of best practices for resolving customer inquiries quickly and efficiently.
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• Maintained composure and patience in face of difficult customer situations, MSA, DUN & BRADSTREET, AND GEAC - Technical Support Analyst Atlanta, ĘĒ
10/1985 - 01/1994
applying de-escalation techniques and positive customer support. Provided timely updates on progress towards resolution of customer issues via email or phone calls.
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Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.
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Installed, configured, tested, maintained, monitored, and troubleshot operating systems, application software, hardware devices, printers, scanners.
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• Devised incisive workarounds and resolutions for IT-related problems.
• Demonstrated advanced product knowledge to solve customer issues. Accomplishments
Earned "The Perfect Ten Award" for ten consecutive years in a row. This was the award that always met the most to me because it was voted on by the clients and customers I worked with every single day.
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I was also awarded a myriad of highly prestigious accolades highlighting my ability to successfully and efficiently resolve complex technical support issues and did so with great pleasure and enthusiasm.
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Won Employee Of The Year In 1991 Amongst My
Corporation Of Over 1500 Employees
This was a an award that was given to one employee each year who demonstrated superior excellence and dedication amongst a vast range of measurable statistics as well as voting from superiors, colleagues, and clients. This would then be given to the Employee of The Year at the Black-Tie Affair, attended by all, best known as The Kick-Off Ball. It was kept a complete secret from all until the night of the event at which point I was humbled, honored, and truly flabbergasted to find out I had one that year! Amongst a truly overwhelming ceremony, I was awarded a number of the company's highest honors, a cash prize, and an all inclusive vacation for myself, my husband, and two of my closest friends and colleagues for a two week trip to Key West, Florida where we were wined and dined, put up in the nicest accomodations, and even had the honor of being able to participate in a fully chartered fishing boat with a captain and of course an award winning marlin that we later ate for dinner.
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OBJECTIVE
With over four years of customer service driven experience in retail ; my goal is to transition my current position at Old Navy and combine it with my previous tech support experience at Infor as well as my other tech employers to attain a REMOTE, customer focused position, taking in-coming customer calls in sales and/or conflict resolution.
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