ALEC SURI
Denver,CO
Summary
Experienced support professional bringing 8+ years of quality performance in client support roles. Providing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Sales Support Specialist
Eagle Rock Distributing
05.2024 - Current
- Assisted customers with sales needs such as inventory and shipping questions.
- Managed approximately 30 customer accounts on a weekly basis, responding to inquiries and resolving customer service issues
- Prepared and presented sales reports and customer profiles to upper management.
- Assisted in the development of custom solutions for client's unique needs through active participation in brainstorming sessions with the sales team.
- Documented customer complaints and completed corrective action requests.
- Developed and maintained relationships with key accounts and existing customers.
- Improved order processing efficiency by maintaining accurate records in CRM systems and tracking customer interactions.
- Optimized sales presentations by creating compelling marketing materials, proposals, and product demonstrations.
Client Support Specialist
DiplomaSender
04.2019 - 05.2024
- Manage a customer support ticket system with over 1,000 tickets monthly
- Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
- Used Zendesk to prepare and submit database statistics, graphs and charts to accurately track financial movements.
- Utilized CRM to record client interactions and internal company reports
- Perform routine technical duties associated with service desk support, server, and networking client-side troubleshooting
- Maintain and analyze reports on client data
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
Direct Support Professional
The Arc of North Carolina
07.2013 - 04.2019
- Acted as a liaison between customers and internal teams, advocating for customer needs and driving initiatives for continuous improvement in service delivery
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
Education
Bachelor of Arts - Communication Media
North Carolina State University
Raleigh, NC05.2018
Skills
- Conflict Resolution
- Account Servicing
- Technical Troubleshooting
- Customer Success
- Data Entry
- Documentation
- Customer Support
- Microsoft Office
- Data Analysis
- Account Management
- Customer Relationship Management
- Sales strategy development
- Customer Needs Assessment
- CRM software proficiency
Timeline
Sales Support Specialist
Eagle Rock Distributing
05.2024 - Current
Client Support Specialist
DiplomaSender
04.2019 - 05.2024
Direct Support Professional
The Arc of North Carolina
07.2013 - 04.2019
Bachelor of Arts - Communication Media
North Carolina State University
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