Alexander Hollins
Peoria,AZ
Summary
Hands-on support professional with broad experience across hardware, software, mobile devices, and customer-facing technical service. Combines troubleshooting, issue escalation, regulatory compliance, and clear communication to support clients, onboard teammates, and keep operations running smoothly.
Overview
22
22
years of professional experience
Work History
Account Manager /Customer Support Specialist
RevSpring, Inc
Phoenix, AZ
08.2015 - Current
- Coordinated communication between RevSpring clients and programming staff to clarify needs, issues, and capabilities with payment portal and physical / digital communications solutions.
- Resolved customer complaints and provided technical support promptly to enhance client satisfaction and retention by addressing inquiries and troubleshooting issues.
- Facilitated connections between clients and Credit Card / ACH gateways and processors to build merchant payment solutions.
- Maintained detailed records of communications, tasks, and account activity for RevSpring clients to support effective account management.
- Managed multiple accounts simultaneously while meeting deadlines.
- Ensured compliance with industry regulations on payment processing, transaction fees, consumer communications, and ADA requirements while building client solutions.
- Onboarded new team members to integrate into the organization.
- Advised clients on standard financial and legal practices in their industries as they apply to Payment Portal and Communications with their consumers.
Technical Support / Tech Coach
Asurion / Verizon
Phoenix, AZ
09.2013 - 07.2015
- Delivered white glove technical support for Verizon customers, resolving issues with cell phones and connected devices to enhance customer satisfaction.
- Coached and trained fellow support representatives, modeling best practices for new and struggling employees to improve overall team performance.
- Supported and trained on multiple platforms, applications, and accessories, ensuring comprehensive knowledge across the team.
- Repeatedly contributed personally to process changes, software additions and policy changes that enhanced efficiency and profitability of the new call center and process for Verizon / Asurion.
- Received Multiple awards for customer surveys, monitored calls, client satisfaction, and recognition from fellow employees.
Technical Support
GolfLogix
Scottsdale, AZ
08.2009 - 08.2013
- Provided inbound phone and email technical support for GolfLogix GPS rangefinders. Supported proprietary GARMIN hardware, software on Windows and Macintosh computers, and applications on iPhone, Android, BlackBerry, and other smart phones.
- Troubleshot company-wide technical issues, including identifying a day zero issue that threatened the physical product line in time for a fix to be implemented.
- Developed, wrote, tested, and implemented call scripts and email templates that streamlined support interactions and increased customer satisfaction
- Provided UI development, mockups, and beta testing of new smartphone application on multiple platforms.
- Oversaw hiring, training, and performance management processes for junior support personnel.
Technical Support
E4E: Logitech
Phoenix, AZ
09.2008 - 08.2009
- Delivered inbound phone and email technical support for webcams, audio devices, speakers, and gaming peripherals, ensuring timely resolution of customer issues.
- Assisted elderly, non-technical customers on a specialized queue, providing tailored support that addressed unique challenges faced by this demographic.
- Coordinated expedited return processes for potential liability cases, effectively reducing company risk and enhancing customer safety.
Technical Support
DHL through Staffmark
Scottsdale, AZ
10.2007 - 03.2008
- Delivered inbound technical support for DHL shipping software and hardware, ensuring resolution of customer issues.
- Utilized remote access software to diagnose and resolve computer, network, scanner, and printer problems, enhancing user satisfaction.
- Directly followed up with customers to ensure solutions continued to work and to provide remote training to new employees.
Customer Service / Pharmacy Support
Mckesson Specialty
Scottsdale, AZ
01.2005 - 01.2007
- Delivered inbound customer and technical support, enrolling patients in assistance and discount card programs to enhance accessibility to medications.
- Facilitated inbound and outbound support to nurses and doctors, gathering information and clarifying prescriptions to streamline patient enrollment.
- Applied Six Sigma processes to develop call flow and script enhancements, improving call efficiency among support representatives.
Education
AA - Biochemistry
MCC And Other Community Colleges
Mesa, AZ12-2018
High School Diploma -
Dobson High
Mesa, AZ01-1998
Skills
- Account management
- Regulatory compliance
- Customer retention
- Technical troubleshooting
- Issue escalation
- Process improvement
- Problem solving
- Team development
- Verbal communication
Timeline
Account Manager /Customer Support Specialist
RevSpring, Inc
08.2015 - Current
Technical Support / Tech Coach
Asurion / Verizon
09.2013 - 07.2015
Technical Support
GolfLogix
08.2009 - 08.2013
Technical Support
E4E: Logitech
09.2008 - 08.2009
Technical Support
DHL through Staffmark
10.2007 - 03.2008
Customer Service / Pharmacy Support
Mckesson Specialty
01.2005 - 01.2007
AA - Biochemistry
MCC And Other Community Colleges
High School Diploma -
Dobson High