Technical Customer Support Specialist

Sandra Dennis

Bryson City, NC 828-***-**** **********@*****.***

Summary

Customer Support Representative with senior-level experience managing high-volume inbound and outbound communications via phone, email and live chat. Recognized for streamlining client intake and data-entry processes, achieving a 20% reduction in processing time and maintaining 98% accuracy on complex software referrals. Proficient in Microsoft 365, CRM tools and SaaS platforms, delivering empathetic and precise resolution of technical and process issues to drive customer satisfaction.

Work Experience

THOMSON REUTERS Aug 2022 - May 2026

Technical Support/Support Specialist REMOTE

•Handle high-volume inbound and outbound customer communications via phone, email, and live chat to support Federal/state 1040 software and client intake

•Maintained precise data-entry standards in Excel and Google Docs for complex tax-preparation documents and client

referrals, which reduced errors and improved filing accuracy

•Processing technical software tickets while ensuring accurate documentation in Excel and CRM systems. Web services/SaaS.

•Following up with clients via Outlook to resolve pending software issues and data discrepancies.

•Provided professional, empathetic, and accurate support using Microsoft 365 tools and Salesforce to resolve software issues and enhance customer satisfaction

SCOOTAROUND Jul 2021 - Feb 2022

Solution Specialist Representative REMOTE

•Handle inbound and outbound customer interactions via phone, email, and live chat to process reservations for mobility equipment

•Processing cruise and event referrals while maintaining detailed inventory logs in Excel.

•Maintain high customer service standards during high-volume intake periods for land rentals.

•Following up with clients to confirm scheduling and ensure accurate document management.

•Utilized Excel, Outlook, and Google Docs in Microsoft 365 to maintain detailed inventory logs and document management with high accuracy

QUALFON Oct 2020 - Mar 2021

Customer Service Representative REMOTE

•Handle multi-channel inquiries including high-volume calls, chats, and Outlook communications.

•Processing billing and shipping data entries with high reliability and clerical accuracy.

•Maintain comprehensive product knowledge to assist with shade matching and client profile intake.

•Following up on delivery statuses to maintain customer satisfaction and record updates.

CONVERGYS Feb 2016 - Jun 2016

Customer Service Representative LAKE MARY, FLORIDA

•Handle high-volume inbound technical support and customer service calls for residential clients.

•Processing warranty replacements and maintaining accurate customer records for equipment troubleshooting.

•Maintain detailed clerical logs in MS Word and proprietary databases for service history.

•Following up with customers on replacement shipping statuses to ensure complete resolution.

OPTUM Oct 2015 - Feb 2016

Customer Service Representative ORLANDO, FLORIDA

•Handled calls for enrollment of Medicare/Medicaid from United Health Care.

•Knowledge of Medicare Part A thru Part D along with knowledge of HIPPA rules. Seasonal position.

CENTURY LINK BUSINESS IT TECH SUPPORT Mar 2012 - Feb 2015

Tier 2 Tech Support APOPKA, FLORIDA

•Handle Tier 2 escalations and high-volume inbound calls for data and voice repair services.

•Processing complex technical intake for DSL and network equipment repair referrals.

•Maintain database accuracy and Data Entry for customer troubleshooting history and network status.

•Following up with Tier 4 leads and customers to resolve critical system escalations.

Education

Walden University

Master of Management, Human Resource Management

Jul 2017

Grand Canyon University

Jun 2012

Mar 2008

•Core Customer Service & Call Center: Call Center Operations, Customer Service Excellence, Intake Specialist, High-volume Communications, Inbound & Outbound Calling, Data, Voice, Ethernet

•Administrative & Data Management: Data Entry, Clerical Support, Document Management, Processing Referrals, Inventory Logistics, Record Maintenance

•Software & Tools: Microsoft 365, Google Docs, Salesforce, ChatGPT, Microsoft teams, Windows 11 and Genesys. Web services/SaaS

•Technical & Industry Knowledge: Tax Preparation Support, Telecommunications Support, Network Troubleshooting, Billing & Shipping Data, Medicaid/Private Pay Referral Awareness

Bachelor of Science, Psychology

University of Phoenix

Associates of Arts, Accounting

Additional Skills

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