Help Desk & Customer Support Professional

MW

MARCUS WRIGHT

***************@*****.*** 301-***-**** Atlanta, GA 30331

Seasoned Help Desk Professional offering deep knowledge in IT customer service and team leadership. Skilled at resolving technical issues while maintaining high levels of customer satisfaction and meeting business objectives. Strong problem-solving abilities coupled with experience in implementing system improvements that enhance efficiency and productivity. Notable success in fostering strong relationships with staff, vendors, and stakeholders to facilitate project success.

Call Center Operations

Technical Support

System Documentation

Quality assurance optimization

Customer communications

Quality Control

CRM Software

Problem-solving skills

Interpersonal Skills

Proficiency in Microsoft software

Quality Assurance

Written communication

Microsoft office suite proficiency

Federal Reserve Bank London, KY

IT Help Desk End User

06/2023 - Current

Managed incoming calls by providing top-quality customer service for federal accounts involved with stocks and bonds at the Federal Reserve Bank

Ensured high level of professionalism and courtesy while assisting customers with their inquiries according to specific client guidelines Entered customer inquiries into a database

Verified and corrected customer information to ensure accuracy and completeness

Conducted outbound survey calls to gather customized client data Resolved customer complaints in a timely manner to ensure customer satisfaction

All That's Therapeutic Oxon Hill, MD

Administrative Assistant - PT

01/2014 - Current

Answered phones in a courteous manner while providing excellent customer service

Organized and maintained filing systems for confidential documents. Provided administrative support such as scheduling appointments or meetings

Supported office clerical functions using word processing and other software, email and office machines

TTEC, Inc. Duluth, GA

Customer Service Representation - Credit

Card Fraud Specialist

12/2022 - 06/2023

Generated reports to track performance metrics of team members Provided technical support for customers in resolving complex issues Investigated and analyzed complex financial transactions for evidence of fraud

Performed data analysis to identify patterns or trends indicative of Summary

Skills

Experience

potential fraudulent activity

Reviewed customer accounts, documents and electronic records to detect suspicious activities

Utilized automated systems for tracking, monitoring and analyzing suspicious transactions

Advanced IT Solutions Alexandria, VA

Help Desk Technician

12/2021 - 06/2023

Offered technical support for queries related to computer systems, software, and hardware.

Created user accounts, maintained system documentation, tested and evaluated new technology

Assisted in the installation of new hardware and software components Performed troubleshooting to diagnose and resolve technical issues Updated antivirus protection on all computers on a regular basis Beyond Finance Houston, TX

Certified Debt Specialist

06/2022 - 09/2022

Engage prospective consumers who have requested information regarding debt consolidation options

Assess the client's financial situation and provide a tailored debt consolidation option

Provide impeccable service and help our clients achieve their financial goals

Quickly build rapport and establish trust with prospective clients Ensure all sales transactions adhere to compliance standards Continuously support and contribute to our energetic team of business development

Verizon Wireless Basking, New Jersey

Customer Service Specialist

08/2019 - 01/2022

Answered incoming customer inquiries regarding product and service information.

Provided assistance to customers in navigating website, placing orders, and resolving complaints.

Assisted customers with account maintenance such as resetting passwords and updating contact information.

Performed data entry of customer orders into the company's order management system.

University of Phoenix Phoenix, AR

Bachelor of Science in Information Technology

05/2024

The Academy of Computer Education (Train ACE) Greenbelt, MD Computer Certification in Certificate of Completion

10/2018

Gwynn Park High School Brandywine, MD

High School Diploma

05/2015

Comp TIA - Security+

Comp TIA Network+

CCNA Certification

Education And Training

Certifications

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