Customer Service & Help Desk Representative

MELVIN ABANGMA

Customer Service Representative

***********@****.*** 301-***-**** Beltsville, MD

linkedin.com/in/melvin-abangma-775007201/

PROFESSIONAL SUMMARY

Customer Support and Help Desk professional with experience in high-volume call center environments providing Tier 1 and Tier 2 support. Skilled in troubleshooting technical and account-related issues, managing ticketing systems, and delivering high customer satisfaction. Proven ability to resolve issues efficiently, reduce escalations, and maintain strong performance metrics including FCR, CSAT, and AHT. PROFESSIONAL EXPERIENCE

Tier 1 Customer Service Representative, Maximus

•Handle 50+ inbound and outbound customer calls daily in a fast-paced call center environment

•Provide Tier 1 and Tier 2 support, resolving technical and account-related issues 04/2025 – Present

Remote

•Achieve high first-call resolution (FCR) and customer satisfaction (CSAT) scores

•Log and track customer issues using CRM and ticketing systems (Zendesk, Salesforce)

•Escalate complex technical issues to appropriate departments while maintaining ownership

•Troubleshoot common technical problems including login issues, connectivity, and account access

•Maintain accurate documentation for all customer interactions Call Center Representative, Alorica

•Managed high-volume inbound customer calls and support requests

•Resolved customer issues related to billing, services, and account management 09/2023 – 02/2025

Remote

•Met and exceeded key performance metrics including AHT, CSAT, and call quality scores

•Utilized CRM systems to log, track, and resolve customer interactions

•Applied de-escalation techniques to handle difficult customer situations Front Desk Representative, State Farm

•Delivered customer service in a fast-paced, client-facing environment

•Assisted customers with inquiries, issue resolution, and account support 06/2021 – 04/2023

New Carrolton, MD

•Built strong communication and problem-solving skills through daily customer interactions

•Maintained accurate records and supported office operations EDUCATION

B.S. of Computer Technology, BOWIE STATE UNIVERSITY CORE COMPETENCIES

Customer Support

Customer Sattisfaction

Ticketing Systems

Escalation Handling

Data Entry

Multitasking

Technical Support

Tier 1 Support

Call Center Operations (Inbound/Outbound)

CRM

Active Listening

Help Desk

Incident Management

Troubleshooting

Chat Support

Tier 2 Support

LANGUAGES

English

Fluent

French

Intermediate

CERTIFICATIONS

CompTIA Security+ (DoD 8570

IAT Level II)

Contact this candidate