Technical Support & Customer Service Specialist

Falone B. Kaseba

*** **** **** **********, ** ***52 ~*******.******@*****.*** ~ 470-***-****

Career Objective

Customer Service and Technical Support Specialist with over 7 years of experience providing efficient, customer-focused support in high-volume and remote environments. Professional Experience

Employment History:

DHL Express

Customer Service/Sales May 2024 – Present

• Process orders and resolve customer inquiries efficiently.

• Maintain customer records and financial accounts.

• Generate and qualify new business leads via digital channels.

• Manage sales activities, appointments, and pricing proposals.

• Conduct customer training on DHL digital solutions. Technical Support Specialist

Fiserv / Clover – Remote April 2020 – May 2024

• Delivered Tier 1 & 2 support for POS systems and payment platforms.

• Exceeded KPIs including first-call resolution and CSAT scores.

• Diagnosed and resolved hardware/software issues across multiple systems.

• De-escalated complex customer issues remotely.

Technical Support Specialist

Fiserv / Clover – Remote April 2020 – May 2024

• Provided technical support for enterprise clients across multiple industries.

• Maintained 90%+ customer satisfaction rating.

• Contributed to internal documentation and team training. Remote Technical Support Representative

• Computer Generated Solutions – Norcross, GA May 2015 – April 2020

• Resolved technical issues for enterprise clients across multiple industries and systems.

• Maintained 90%+ satisfaction rating through empathetic customer interactions and accurate issue resolution.

• Contributed to support documentation and training initiatives to improve team efficiency. Customer Service Representative

• Handled 80+ calls daily, assisting with prescriptions, orders, and insurance inquiries.

• Coordinated with internal departments for timely resolutions Education

Gwinnett Technical College – Information Technology Loganville High School, Loganville, GA – High School Diploma Core Competencies

• CRM Systems (Salesforce, Zendesk)

• Technical Troubleshooting

• Remote Work & Time Management

• Conflict Resolution & De-escalation

• Multisystem Navigation

• Strong Communication & Documentation

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