Technical Support & Customer Success Specialist
Resume:
Ana Rose Wiklanski
Business Operations/Management
Phoenix, AZ 85023
***.*********@*****.***
Professional Summary
Technical Support Specialist adept at resolving technical issues and enhancing customer satisfaction at Lectric eBikes. Proven track record in customer retention and problem-solving, with strong skills in time management, team collaboration, and critical thinking. Demonstrates attention to detail and adaptability, aiming to leverage expertise to drive innovative solutions and customer engagement. Authorized to work in the US for any employer
Work Experience
Technical Support Specialist
Lectric eBikes-Phoenix, AZ
October 2023 to Present
Resolve technical issues via phone, email, and chat, ensuring customer satisfaction and retention. Build strong customer relationships through effective communication and timely follow-ups. Analyze and identify customer needs, providing tailored solutions to enhance product utilization. Educate customers on product features, boosting user prof iciency and satisfaction. Demonstrate analytical skills and creative problem-solving to address diverse technical challenges. Technical Support Specialist II
Lectric eBikes-Phoenix, AZ
October 2023 to Present
Resolve technical issues via phone, email, and chat, ensuring customer satisfaction and retention. Build strong customer relationships through effective communication and timely follow-ups. Analyze and identify customer needs, providing tailored solutions to enhance product utilization. Educate customers on product features, boosting user proficiency and satisfaction. Demonstrate analytical skills and creative problem-solving to address diverse technical challenges. Registered Behavior Technician
SkyCare ABA-Phoenix, AZ
August 2021 to October 2023
Monitor and document client behaviors, ensuring precise data collection and analysis. Apply principles of applied behavior analysis to support clients effectively. Address challenging behaviors with therapeutic alternatives and coping strategies. Maintain detailed records of client progress, adhering to behavior plans. Encourage positive interactions with children using visual supports and simplif ied communication. Conducted comprehensive assessments to identify target behaviors, informing tailored intervention strategies for clients with diverse needs.
Senior Registered Behavior Technician (RBT)
Adventure ABA, LLC-Phoenix, AZ
August 2021 to October 2023
Monitor and document client behaviors, ensuring precise data collection and analysis. Apply principles of applied behavior analysis to support clients effectively. Address challenging behaviors with therapeutic alternatives and coping strategies. Maintain detailed records of client progress, adhering to behavior plans. Encourage positive interactions with children using visual supports and simplified communication. Conducted comprehensive assessments to identify target behaviors, informing tailored intervention strategies for clients with
diverse needs.
Customer Retention Specialist
Nextiva-Phoenix, AZ
March 2020 to August 2021
Implemented customer retention strategies, boosting client loyalty and satisfaction. Resolved customer inquiries and complaints swiftly, enhancing service quality. Created product demonstrations and presentations, increasing customer engagement. Delivered outstanding customer service, fostering positive client experiences. Handled complaints and provided timely solutions, ensuring customer satisfaction. Spearheaded customer retention strategies, driving signif icant increase in loyalty rates and reducing churn through targeted outreach and personalized solutions Customer Retention Specialist
Nextiva-Scottsdale, AZ
March 2020 to August 2021
Implemented customer retention strategies, boosting client loyalty and satisfaction. Resolved customer inquiries and complaints swiftly, enhancing service quality. Created product demonstrations and presentations, increasing customer engagement. Delivered outstanding customer service, fostering positive client experiences. Handled complaints and provided timely solutions, ensuring customer satisfaction. Spearheaded customer retention strategies, driving significant increase in loyalty rates and reducing churn through targeted
outreach and personalized solutions
Lead Customer Service Manager
TicketVista/VIWA-Scottsdale, AZ
April 2018 to March 2020
Directed daily operations and sales, boosting revenue and customer satisfaction. Set performance goals, holding team accountable to achieve targets. Trained new hires and conducted ongoing employee performance assessments. Worked with f inance to ensure accurate invoicing for all services and products. Partnered with upper management to drive continuous improvements and exceed goals. COURSES
Lead Customer Service Manager
TicketVista/VIWA-Scottsdale, AZ
April 2018 to March 2020
Directed daily operations and sales, boosting revenue and customer satisfaction. Set performance goals, holding team accountable to achieve targets. Trained new hires and conducted ongoing employee performance assessments. Worked with finance to ensure accurate invoicing for all services and products. Partnered with upper management to drive continuous improvements and exceed goals. Senior Case Manager
Oasis Financial-Rosemont, IL
January 2017 to April 2018
• On average, I make 80+ calls a day.
• Maintained long-term relationships with customers to provide best-in-class customer service.
• Point person for deescalation.
• Correspondence with executive leadership regarding ideas and changes to help meet their goals.
• Working inbound leads through funding of all applications that come in.
• Maintained long-term relationships with customers to provide best-in-class customer service.
• Prepared documents for underwriting by verifying client income, credit reports and other information. Legal Assistant/Receptionist
Marc J Shuman & Associates, Ltd-Chicago, IL
September 2015 to January 2017
• Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
• Sorted and distributed mail correspondence between departments and personnel, including parcel packaging, preparation and efficient shipping.
• Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Aggregated and prepared documentation and reports for office meetings, distribution and filing. Education
Associate's degree
Skills
• Business development
• Teaching
• Applied behavior analysis
• Phone call management
• Inventory control
• Customer relationship building
• Inventory management
• Attention to detail
• Basic math
• Slack
• Grocery store
• Payment Processing Systems
• Leadership
• Filing
• DocuSign
• Team leadership
• Account management
• Adobe Acrobat
• Office management
• Computer skills
• Personal injury law
• Cash handling
• Microsoft Word
• Communication skills
• Social media management
• Working with people with autism
• Record keeping
• Conflict management
• Customer engagement (Expert)
• Time management
• Training & development
• Critical thinking (Experienced)
• Microsoft Office
• Google Sheets
• Customer communication
• Word processing
• Microsoft Outlook
• Interpersonal skills
• Manual handling
• Organizational skills
• Hospice experience
• Legal firm experience
• Team management
• Case Management
• Manager experience
• Phone communication
• Microsoft Excel
• Clinic experience
• Appointment scheduling
• Customer service
• Data entry
• Conflict resolution
• Achieving HIPAA compliance
• POS systems
• Childcare
• Calendar management
• Microsoft Teams
• English
• Driving
• Call center experience
• Restaurant experience
• Website management
• Social media platforms
• Phone etiquette
• Google Docs
• Microsoft PowerPoint
• Contracts
• Maintaining patient confidentiality
• Multi-line phone systems
• Hospitality
• Team collaboration (Experienced)
• Attention to detail (Expert).
• Cash register
• Educational compliance and regulation understanding
• Negotiation
• Zendesk
• Sales
• ERP systems
• Computer operation
• Grammar Experience
• Data collection
• Problem-solving
• Multitasking
• Client communication
• B2B sales
• Classroom experience
• Written communication
• Google Workspace
• Customer interaction metrics
• Typing
• Computer literacy
• Student support
• Operations management
• Heavy lifting
• Retail sales
• Clear language communication
• Clerical experience
• Front desk
• Client interaction via phone calls
• Client relationship development
• Administrative experience
• Windows
• CRM system proficiency
• Client onboarding
• Excel
• CRM software
• Clear verbal communication
• Productivity software
• Presentation software
• Technical Proficiency
• Weight handling in the workplace
• Adaptability (Experienced)
• Special education
• Teamwork
Certifications and Licenses
Driver's License
CPR Certification
First Aid Certification
BLS Certification
RBT Certification
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