Alyssa Tenga
Green Cove Springs
Summary
Accomplished Senior Technical Support Advisor with a proven track record at Concentrix, enhancing customer satisfaction and team productivity through expert problem-solving and effective training. Skilled in remote support and fostering teamwork, I excel in turning complex technical challenges into positive outcomes, significantly improving product performance and customer service excellence.
Overview
11
11
years of professional experience
Work History
Senior Technical Support Advisor
Concentrix
06.2020 - Current
- Maintained strong relationships with key accounts by providing exceptional technical support services tailored to their specific needs.
- Enhanced team productivity by providing mentoring and training to junior technical support advisors.
- Increased customer satisfaction by resolving complex technical issues promptly and efficiently.
- Collaborated with product development teams to identify software bugs, ultimately improving overall product performance.
- Provided remote support to clients worldwide, demonstrating adaptability in working across various time zones and cultural contexts.
- Participated in product beta testing activities by providing valuable user feedback regarding functionality improvements or potential issues that might impact users postrelease.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone .
Technical Support Representative
SafeTouch Security
09.2019 - 06.2020
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Managed high levels of call flow and responded to technical support needs.
Front End Supervisor
Winn Dixie
06.2014 - 09.2019
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in multiple checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Education
High School Diploma -
Clay High School
Green Cove Springs, FL05-2014
Skills
- Remote support
- Expert problem solving
- Training and mentoring
- Escalation handling
- Security protocols
- Customer service
- Advanced troubleshooting
- Teamwork and collaboration
- Customer support
- Help desk support
- Software installation
- Mobile device management
Timeline
Senior Technical Support Advisor
Concentrix
06.2020 - Current
Technical Support Representative
SafeTouch Security
09.2019 - 06.2020
Front End Supervisor
Winn Dixie
06.2014 - 09.2019
High School Diploma -
Clay High School