Multichannel Customer Support & Account Management

Anthony Agans

Bushnell, Illinois 1-209-***-**** ************@*****.***

PROFESSIONAL SUMMARY

Customer support and account management professional with experience across phone, chat, and email, including technical troubleshooting, de-escalation, and client issue resolution. Background includes retirement services, Apple product support, and consumer technical support, plus scheduling/dispatching experience.

WORK EXPERIENCE

Fis Global Customer Service Representative Tier 3 Feb 2023 - May 2025 Supported clients across phone, chat, and email while progressing from T1 core agent to T2 special plans and T3 retirement education specialist. Managed retirement-plan inquiries across 401(k), 401(a), 403(b), 457, pensions, estates, beneficiaries, and non-qualified plans, and supported plan sponsors and company owners on employer retirement account management. GetThru Dialer Manager Sep 2020 - Nov 2020

Handled data monitoring, data entry, employee monitoring, and work assignment distribution in a short-term dialer management role.

Kelly Services Apple at Home Advisor Jan 2020 - Sep 2020 Delivered phone and chat support for Apple products, resolving Apple ID, data recovery, and billing issues. Processed refunds, explained billing discrepancies, and supported AppleCare warranty and iCloud purchases. Handled customer inquiries through live chat platforms on Apple devices, resolving technical and billing questions promptly

Support.com Customer Service Representative Tier 2 Jan 2017 - Dec 2019 Provided multichannel support for internet, streaming, mobile devices, IoT products, home networks, and consumer electronics. Resolved technical, account, and billing issues while processing credits and refunds, and supported product bundling upsells. Provided multichannel support for internet, streaming, mobile devices, IoT products, home networks, and consumer electronics. Resolved technical, account, and billing issues while processing credits and refunds, and supported product bundling upsells. EDUCATION

Bushnell Prairie City High School High School Diploma Illinois Jan 2007 Skills

Technical & Software Platforms: Salesforce, VMware, Microsoft Office Suite, Google Docs, Windows/Apple/Linux, Android/iOS, Customer Support Platforms, Live Chat Platforms, Appointment Scheduling Platforms

Support Channels: Phone Support, Chat Support, Email Support, Technical Troubleshooting Customer & Account Management: Customer Support, Account Management, Financial Services Remote Work & Leadership: WFH Experience, Typing 60+ WMP, Team Management, Help Desk,Technical Support, Fact Checking, Customer Service, Customer Support, Data Entry, Document Processing/Verification, Financial Concepts