Customer Service and Technical Support Specialist

Evan A Berry

**** **** *** **, *******, WA ***** 360-***-**** ************@*****.***

WORK EXPERIENCE

Affiliated Computer Services Oct 2007 - Feb 2010

Customer Service Representative Tumwater, WA, US

• Handled incoming and outgoing calls using headsets and phone systems, ensuring patience, tact, and courtesy.

• Entered customer information into Windows-based database with accuracy, following scripted interviews and instructions to maintain production records.

• Provided top-notch customer service and escalated complex issues to supervisors when appropriate, leveraging troubleshooting skills.

Xerox/Conduent Feb 2010 - Jan 2017

Customer Service Agent Lacey, WA, US

• Provided top-notch customer service through management of customer accounts database and providing Basic Technical support services when needed.

• Handled a high volume of customer interactions via phone systems and headsets, maintaining professional and fluent English communication.

• Utilized Microsoft Office products for data entry and production record maintenance, complemented by proficient typing skills.

Conduent/United Call Center Solutions Jan 2017 - Feb 2019 Customer Care Representative Lacey, WA, US

• Provided top-notch customer service through management of customer accounts database and providing Basic Technical support services when needed.

• Handled a high volume of customer interactions while maintaining a professional and helpful demeanor.

• Demonstrated expertise in the company's products to educate customers and drive satisfaction. Continuum Global/United Call Center Solutions Feb 2019 - Sep 2025 Technical Support and Customer Care Specialist Lacey, WA, US/Work From Home

• Provided top-notch customer service by addressing technical queries, offering solutions in a timely manner through Advanced Technical Support processes, and management of customer accounts database.

• Handled a high volume of customer interactions while maintaining a professional and helpful demeanor.

• Collaborated with cross-functional teams to troubleshoot and resolve technical issues efficiently.

• Demonstrated expertise in the company's products to educate customers and drive satisfaction. SUMMARY OF QUALIFICATIONS

Customer Service Representative with 18 years of call center experience, including 12 years in customer service and 5 years in technical support. Skilled in handling high-volume inbound and outbound calls with patience and courtesy, conducting scripted interviews, and accurate data entry using Windows-based systems and Microsoft Office. Adept at escalating issues appropriately and maintaining thorough production records.

EXPERIENCE WITH

• Technical Skills: Windows Operating Systems, Citrix Remote Desktop, Slack Chat Service, Microsoft Office, Headsets, Phone Systems, Troubleshooting

• Professional Skills: Remote Work, Customer Service, Typing, English Language Proficiency EDUCATION

South Sound High School

Diploma Lacey, WA

New Market Voc. Skills Cntr.

Digi-Pen Program