Alexander Jenkins
Douglas,GA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Teleperformance
03.2024 - Current
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Reduced call handling time, implementing efficient diagnostic protocols.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Improved response times to support requests, optimizing team shift schedules.
- Increased first-call resolution rates by developing comprehensive knowledge base accessible to all team members.
- Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
Customer Service Representative
Clarity Patient Care
01.2022 - 03.2024
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Sought ways to improve processes and services provided.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
Alpine Solutions Group
08.2021 - 10.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Cross-trained and backed up other customer service managers.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved accounting, service and delivery concerns.
- Sought ways to improve processes and services provided.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
AAA Northway
01.2019 - 08.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Education
High school or equivalent -
Coffee County High School
Douglas, GAHigh school or equivalent in Nursing -
Coffee County High School
Douglas, GASkills
- Shift management
- Customer service
- Computer skills
- Communication skills
- Working with people with developmental disabilities
- Organizational skills
- Program management
- Leadership
- English
- Restaurant Management
- Food Preparation
- Cooking
- Cleaning Experience
- Management
Certification
- Driver's License
- CPR Certification
- CDL B
- ServSafe
Timeline
Technical Support Representative
Teleperformance
03.2024 - Current
Customer Service Representative
Clarity Patient Care
01.2022 - 03.2024
Customer Service Representative
Alpine Solutions Group
08.2021 - 10.2023
Customer Service Representative
AAA Northway
01.2019 - 08.2021
High school or equivalent -
Coffee County High School
High school or equivalent in Nursing -
Coffee County High School