Customer Service & Technical Support Specialist

Sharon Green

Contacts

•Location: Rome, GA *****

•Email: *******@*****.***

•Phone: +1-706-***-****

Summary

Customer Service Representative where I provide quality customer service and technical-support background where I resolved complex device and account issues through inbound calls Handled multiple conversations and gave clear troubleshooting steps to reduce repeat calls while calming frustrated customers. Aims to apply persuasive communication and problem-solving to improve response accuracy and client satisfaction.

Work Experience

Customer Service Representative (Live Customer Service) — Coosa Valley Financial Group (Rome, GA)

Jan 2018 – Apr 2018

•Provided seasonal, remote customer service support; ensured inquiries were answered accurately and on time

•Computer used for data entry and case documentation while resolving account and product questions.

•This is a tax providing company and I provided answers for customer’s questions on how to fill out the forms within the software.

•Managed multiple concurrent customer service conversations while prioritizing urgent issues to keep consistent response times.

Inbound Technical Support Agent — Kelly Connect/Apple (Rome, GA)

April 2017-December 2017

•Provided inbound customer service and technical support for IOS devices. I used knowledge base articles and internal resources to diagnose and resolve customer issues.

•Resolved escalated complaints efficiently while maintaining a calm, professional customer experience.

•Documented call notes and troubleshooting steps in CRM with clear timestamps and reproducible steps.

•Explained warranty and repair options, suggested purchase of Applecare, and helped customers select the right service pathway.

General Manager of Food Service — Hardee's (Rome, GA)

Apr 2011 – Jun 2013

•Training and onboarding new hires. Explained benefits, provided advice on choosing plans, and entered the employee’s profile along with their choices into the computer.

•Resolved customer issues and complaints while maintaining service standards during peak hours.

•Built weekly sales and labor spreadsheets in Excel (data entry) to align staffing with hourly sales patterns.

•Completed invoices and workers’ compensation claims paperwork (data entry and documentation).

General Manager — Pirates Cove Adventure Golf (Helen, GA)

Apr 2005 – Mar 2011

•Trained seasonal staff on customer service standards and course safety procedures.

•Resolved guest complaints about play or facility conditions; issued refunds or comp vouchers when appropriate.

•Coordinated local event bookings and group outings to increase weekday bookings and repeat business.

•Produced weekly sales and attendance reports for company owners. (data entry and reporting); identified slow periods to control labor costs, and recommended employee promotions.

•Responsible for paying quarterly taxes, vender bills, employee checks, and any other expenses.

Education

Associate in Business — Shorter University (Rome, Georgia)

Jan 2014 – Dec 2015

Skills

•Live customer service support

•Inbound technical support (phone, email, customer service)

•Customer service and de-escalation

•Issue and complaint resolution

•Troubleshooting and diagnostics (Apple devices; iOS/macOS, and pos systems.

•Knowledge base and resource utilization

•CRM usage and case management

•Multitasking; managing multiple conversations

•Time management and prioritization

•Attention to detail

•Customer feedback analysis

•Teamwork and collaboration

•Professional communication

•Calm under pressure

•Self-motivation

•Data entry and basic computer skills

•Typing: over 35 wpm

•Claims paperwork (incident reports, sales data, employee information, and workers’ compensation claims)

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