Customer Service & Technical Support Manager

Derek Helmer

** *** **** **, *** # ***

Inlet, NY 13360

Phone: 315-***-****

E-mail: *****.*.******@*****.***

PROFILE:

I would like to become involved in a profession in which I can build my future. My extensive background in the industry of customer service and management has given me a wide array of potential.

QUALIFICATIONS:

Skilled in all aspects of office administration, organization of filing systems, data entry, coordinating with staff and other employees, banking, accounts receivable and payable.

Worked in call centers all over the US and have the ability to handle multiple incoming calls and have the ability to de-escalate customers issues and concerns.

Well-developed communication skills, client relations, marketing, customer service skills, and the ability to produce in-depth reports and correspondence.

Knowledgeable in computer operations and applications including Windows, QuickBooks, Microsoft Word, Excel, Access, and PowerPoint, Internet, Data Entry, E-mail, and advanced typing (10 Key) and keyboarding skills.

PROFESSIONAL EXPERIENCE:

ClearSource, BPO (Traeger Grills)

Technical Support Representative

Took Inbound Calls and was technical support for Traeger Grills. Supported Traeger products and services. Provided superior technical support for customers who had issues with those products.

Aussie Pet Mobile

Scheduling Coordinator/Dispatcher

Answered incoming phone calls to schedule pet grooming appointments. Handled escalated calls to resolve the customer’s concerns. Recommended company products to better pamper the pet and have satisfied customers.

Sykes/Alpine Access (Pearson Education, Walmart, & Intuit) – Work at Home

Customer Service Representative / Flex Trainer

Received inbound calls, Interacted, and trained with customers and new agents while providing front-line support and account management. Worked with companies like Pearson K-12, Walmart, and Intuit; consistently met and exceeded all client metrics. Have a lot of experience in customer service and management, also had the opportunity to be selected to be Flex Facilitator for Sykes where I trained and taught new hire agents to get them used to client tools and how to be a successful agent.

Dish Network

Executive Resolutions Specialist – Littleton, CO

Interacted with customers providing front-line support and account management. Developed and maintain relationships with potential and existing customers through exhibiting best-in-class customer service. Handled technical troubleshooting calls and helped to de-escalate callers to a peaceful and agreed upon resolution.

Helmer’s Music, Inc. – Tukwila, WA

Operations Manager

EDUCATION:

1997-2001 Pacific Lutheran University Tacoma, WA

B.A. Business Administration

REFERENCES:

Available Upon Request

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