Customer Care & Technical Support Specialist

Andre Roybal

Greeley, Colorado 970-***-**** *********@*****.***

Customer Care Representative

Customer Care and Technical Support Specialist with 7+ years in handling high-volume customer environments in fiber, fixed internet, VoIP services & billing; Proven ability to resolve 80% + on first contact; Reduce escalations, and deliver clear, effective technical guidance to customers.

Key Skills

~ Technical Support ~ Customer Care ~ Call Center ~ Empathy ~ Patience ~

~ First Call Resolution ~ Problem Solving ~ Documentation ~ Reporting ~

~ Appointment Scheduling ~ Length of Service ~ Reliable

~ Customer Satisfaction ~

Work Experience

Skills for Customer Care Representative

Proficient knowledge of Microsoft applications

Ability to retain/recall information from memory

5+ years of Work-from-Home experience

10+ years Call Center experience

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Check to ensure that appropriate changes were made to resolve customers' problems

Determine charges for services requested, collect deposits or payments, or arrange for billing

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Computer Skills

Microsoft Word, Excel, Outlook, Teams

Handling Customers Accounts and Billing

Phone Systems and Software

Databases

Zoom

Work History

Technical Support / Customer Care Rep, Rise Internet, Loveland, Co 09/2018—04/2026 Political Call Center Surveyor, Signia Marketing, Greeley, Co 02/2015—09/2018 Fraud Agent, TTEC, Greeley, State 01/2013—02/2015

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