Technical Support Specialist with Customer Focus
Resume:
Keiria Butler
Ruskin, FL *****
*******@*****.***
Professional Summary
Highly skilled and customer-focused professional with 5 years of experience in technical support and customer service roles. Proven ability to troubleshoot complex issues, provide exceptional support to diverse client bases, and maintain high levels of customer satisfaction. Adept at collaborating with cross-functional teams, documenting interactions, and resolving inquiries promptly and effectively. Seeking to leverage extensive experience in technical assistance and customer relations to contribute to a dynamic team. Work Experience
Tech Support: Foundever-Ruskin, FL
September 2023 to January 2025
● Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
● Collaborated with cross-functional teams to identify and resolve complex technical issues
● Documented all customer interactions and solutions in a detailed ticketing system
● Performed remote diagnostics to identify root causes of technical problems and implemented appropriate solutions
● Maintained a high level of customer satisfaction by providing timely and effective resolutions to their technical concerns
● Escalated unresolved issues to higher-level support or engineering teams for further investigation
● Developed and maintained relationships with merchant clients, providing personalized service and support
● Successfully onboarded XX new merchant accounts, resulting in increased revenue for the company
● Resolved customer inquiries and issues promptly and effectively, ensuring high levels of customer satisfaction
● Provided training sessions to merchants on how to use payment processing equipment/software effectively
● Educated merchants on the benefits of various payment processing solutions to meet their specific business needs
● Collaborated with cross-functional teams, including sales, operations, and finance, to ensure seamless implementation of merchant services
● Conducted regular account reviews to identify opportunities for upselling or cross-selling additional products or services
● Stayed up-to-date with industry trends, regulations, and competitors' offerings to provide informed recommendations to merchants
● Collaborated with technical support teams to troubleshoot hardware/software issues related to payment processing systems
Customer Service Representative: FCR-Oregon
November 2019 to January 2023
● Handled inbound calls to assist customers with placing orders, answering product questions, resolving issues, and managing account information
● Obtained and verified customer information, accurately entered orders into the company's database, and processed payments or issued refunds.
● Interacted with customers over the phone, and potentially via live chat, email, or social media, ensuring professionalism and courtesy.
● Helped to train new employees
Customer Care Representative: Living Water Transport-Clovis, NM June 2017 to January 2021
● Managed truck drivers’ schedules and routes
● Scheduled freight to be picked up and delivered
● Provided shipping details to customers
● Reviewed logs of truck drivers
● Documented all calls, deliveries, routes, and times for pickups and deliveries
● Completed paperwork related to shipments, such as invoices
● Handled customer complaints and inquiries
Detention Officer
December 2013 to February 2021
● Supervised and maintained security and order within the detention facility, ensuring the safety of inmates, staff, and visitors.
● Conducted routine cell inspections, headcounts, and facility patrols to enforce rules and regulations.
● Responded quickly and effectively to emergencies, including disturbances, medical situations, and security threats.
● Diffused conflicts between inmates using de-escalation techniques, maintaining control without the use of force when possible.
● Communicated effectively with a diverse population, including inmates, legal representatives, and law enforcement personnel.
● Documented daily activities, incidents, and inmate behavior with accuracy and attention to detail.
● Assisted in the intake, processing, and release of inmates while following strict procedural guidelines.
Education
Clovis High School-Clovis, NM
August 1999 to May 2013
Skills
• Live chat
• Help Desk (5 years)
• Telecommunication
• Customer Service
• Desktop support
• Remote Access Software
• Customer service
• Microsoft Windows (5 years)
• Troubleshooting
• Operating Systems
• Zendesk
• Computer Operation
• Technical Support (5 years)
• Network Support
• Sales
• Remote access software
• LAN
• 10 Key Data Entry
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