Customer Service Manager
Resume:
Michael Muller
Akeley, MN *****
***********@*****.***
SUMMARY
I am looking for a company that I can grow with that appreciates a hard working self-motivated individual. Over 15 years in customer service and support. Experience in assisting customers with problems and issues, resolving those issues and maintaining and expanding positive relationships with customers. Supports Web-based products and services through email support, Internet software, Database software, and telephone support. Interacts with customers and troubleshoots problems to provide a high level of customer satisfaction.
COMPUTER SKILLS
Languages
• Proficient in: HTML, ASP.Net, CSS, JavaScript,
• Familiar with: Microsoft Visual Basic®, Java,
Software
• Development: Microsoft Visual Studio, Macromedia Dreamweaver, Microsoft Expression Web, Business Objects Crystal Reports, Citrix Systems GoToAssist and GoToMeeting.
• Imaging: Adobe Photoshop
• Platforms: Microsoft Windows XP, Microsoft Windows Vista, Microsoft Windows 7
• Internet connectivity troubleshooting experience
• Troubleshooting network connectivity
• Experience in answering multi-phone lines
EXPERIENCE
WebLink International is a web technology company that partners with trusted local organizations such as chambers of commerce and convention and visitors bureaus to promote their communities and businesses online.
Senior Support Technician
2009-Present
WebLink International
• Works directly with end users of WebLink software and web services.
• Primary point of contact for the customer for the entire customer issue, from receipt through satisfactory resolution.
• Sets and manages customer expectations with regard to timing, options, and resolution.
• Facilitates the activities of customer and internal resources needed to resolve the issue.
• Responsible for contacting the clients with larger issues and speak with them to formulate strategies for the resolution of these larger problems.
Customer Support Manager 2003-2009
WebLink International
• Works directly with end users of WebLink software and web services.
• Triage and assignment of client tickets, coaching of Client Support Technicians, and with the identification of clients experiencing above average levels of issues.
• Sets and manages customer expectations with regard to timing, options, and resolution.
• Facilitates the activities of customer and internal resources needed to resolve the issue.
Client Support Technician 1997-2003
WebLink International
• Receives customer issues through email and by telephone and works with clients to resolve them satisfactorily
• Primary point of contact for the customer for the entire customer issue, from receipt through satisfactory resolution.
• Sets and manages customer expectations with regard to timing, options, and resolution.
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