Alexis Levels
Rowlett,TX
Summary
Results-driven Technical Support Engineer with Verizon, skilled in technical troubleshooting and customer relationship management. Enhanced customer satisfaction by resolving complex issues and developing internal guides. Proven ability in remote support and critical thinking, ensuring effective communication and collaboration with clients for timely resolutions.
Overview
4
4
years of professional experience
Work History
Technical Support Engineer
Verzion
06.2023 - 04.2024
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Enhanced customer satisfaction by resolving complex technical issues promptly and effectively.
- Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
- Developed comprehensive troubleshooting guides for internal use, improving team knowledge and performance.
Door-to-Door Sales Representative
AT&T
07.2021 - 09.2022
- Increased sales by establishing rapport with potential customers and delivering tailored product presentations.
- Participated in regular sales team meetings to share insights, learn from colleagues, and contribute toward collective goals for enhanced overall performance.
- Enhanced customer satisfaction by addressing concerns, answering questions, and providing exceptional service during door-to-door interactions.
- Established trust with potential clients using transparent communication methods and honest assessments of their requirements.
- Exceeded monthly sales quotas by employing persuasive communication techniques and product knowledge expertise.
- Generated new leads for the sales team by conducting thorough market research and identifying target neighborhoods.
- Educated prospective clients about product features, benefits, and pricing structures to facilitate informed decision-making processes.
- Maximized efficiency in time management by strategically scheduling visits within geographical areas to minimize travel times between appointments.
Customer Service Representative
Maximus Federal Services
05.2020 - 01.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Associate - Cybersecurity
Remington College
Garland, TXSkills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Customer support
- Teamwork and collaboration
- Customer relationship management
- Customer service
- Training and mentoring
- Remote support
- Phone etiquette
- Client communication
- Analytical thinking
- Short and long-term planning
- Customer support strategy
- Relationship building
- Self motivation
- Respectful and compassionate
- Verbal and written communication skills
- Compassionate communication
- Call handling
- Computer skills
- Understanding customer needs
- Calm and professional under pressure
- Microsoft office
- Inbound call management
- Call center operations
- Direct sales
- Calm under pressure
Timeline
Technical Support Engineer
Verzion
06.2023 - 04.2024
Door-to-Door Sales Representative
AT&T
07.2021 - 09.2022
Customer Service Representative
Maximus Federal Services
05.2020 - 01.2021
Associate - Cybersecurity
Remington College
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