Customer Support & Technical Support Specialist

Venatius Ntse

***************@*****.*** 720-***-**** Denver, CO

SUMMARY

Customer-focused professional with 5 years of experience seeking a Customer Service Representative role. Proven track record in managing over 40 customer interactions daily, enhancing first-call resolution by 20%, and maintaining a 95%+ appointment accuracy rate. Skilled in CRM software, conflict resolution, and effective communication to ensure customer satisfaction and service excellence.

WORK EXPERIENCE

Safelite Autoglass

Customer Support Representative Sep 2023 - April 2026

• Facilitated coordination with technicians and team members to ensure timely service delivery and precise scheduling of auto glass repair appointments.

• Managed over 40 customer interactions daily, maintaining a 95%+ appointment accuracy rate by verifying insurance details and payment information.

• Enhanced first-call resolution by 20% through effective communication and proactive problem-solving. Ellucian

Technical Support Specialist Oct 2020 - Jun 2023

• Resolved access issues, retrieved account details, and provided software guidance for over 40 end users daily, improving user satisfaction and support efficiency.

• Streamlined the troubleshooting process using Active Directory, achieving a 30% reduction in average resolution time.

• Collaborated with the IT team to implement software updates and communicated changes to users, reducing repeat issues by 25%.

EDUCATION

University of Buea

Bachelor of Science, Environmental Science Science Buea

Dec 2009

CERTIFICATIONS

CompTIA Security+

SKILLS

SharePoint • SCCM • Zendesk • Active Directory • Cisco AnyConnect • Genesys Cloud • Avaya • Microsoft Office Suite • Citrix • Remote Desktop/VNC • Service Now • Hubspot • Windows 10 and 11 • iOS • Android • French • Product Knowledge • Multitasking • Time Management • Conflict Resolution • Empathy • Active Listening • Oracle • Slack • Analytical • Problem Solving • Technical Proficiency • Attention to Detail • Jira • Salesforce • Communication Skills • Problem-Solving • CRM Software Proficiency • Patience • NetSuite • Adaptability • Kustomer • Data Entry • Epic • Call Center • Strong Work Ethic • Interpersonal Skills • Google Suite • Adherence • eClinicalWorks • Ferpa • Hipaa • Five9 • EHR Systems • Communication

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