Amanda Francois
Hollywood,FL
Summary
Friendly Technical Support / Customer Service Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
8
8
years of professional experience
Work History
Support Technician
Mobile Help 4 U
Boca Raton, FL
06/15/23 - Current
- Handled customer service issues by providing guidance or escalating for advanced support.
- Monitored support activity trends to create problem resolution and solution reports.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Service Representative
Verizon
Boca Raton, FL
01.2023 - 07.2023
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Updated databases with new and modified customer data.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Healthcare Recruiter
Cross Country Healthcare
Boca Raton, FL
06.2016 - 03.2020
- Scheduled interviews between the hiring manager and potential candidates.
- Negotiated salary offers with applicants to ensure mutual satisfaction from both parties involved in the hiring process.
- Partnered with management to identify internal career paths to improve employee satisfaction and increase retention.
Education
High School Diploma -
Miami Springs Senior High School Adult
Miami Springs, FL06-1983
Skills
- Application Support
- Software Installation
- Software Updates
- Troubleshooting Skills
- Technical Support Background
- Issue Resolution
Affiliations
- Asistant Director to Women's Ministry
- Sunday School Teacher
Timeline
Customer Service Representative
Verizon
01.2023 - 07.2023
Healthcare Recruiter
Cross Country Healthcare
06.2016 - 03.2020
Support Technician
Mobile Help 4 U
06/15/23 - Current
High School Diploma -
Miami Springs Senior High School Adult