Analise Bach
Tucson,AZ
Summary
Well-versed in analyzing customer feedback and implementing actionable improvements to drive growth. Effective leader addressing business issues with dynamic solutions. Energetic Technical Support Representative interested in learning new skills. Enthusiastic about helping people in my professional and personal life and committed to maintaining up-to-date knowledge in the field. Hard worker with computer training looking for career-oriented position. Brings demonstrated strengths in technical operations, user support and basic programming. Eager to achieve company goals while further developing skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Verifone
Tucson, AZ
11.2020 - Current
- Assists customers with installation, operational, maintenance, or related inquiries for products and applications
- Follow documentation and training materials to diagnose, resolve and escalate customer’s calls
- Diagnoses mechanical, hardware, software, and system failures using established procedures
- Develop and maintain positive customer relations while coordinating with various functions within the company to ensure customer requests are managed appropriately and in a timely manner
- Assists with new agents on calls with floor walking and creating new support documents for all agents
- Acted as consistent support for new agents beginning to take calls
Customer Care Representative
Afni
Tucson, AZ
06.2019 - 01.2020
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Worked with all management levels on separate initiatives to ensure appropriate changes are made for improvement in the metrics that matter
Teacher/Teacher’s Aid
El Presidio Day School, Creative Kids Preschool
Tucson, AZ
08.2017 - 06.2019
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student-centered learning
- Administered assessments to determine each student's specific educational and social needs
- Prepared instruction materials including copying, construction of bulletin boards, grading work and setting up work areas.
Education
High School Diploma - Elementary Education
Pima Community College
Tucson, AZDiploma -
Canyon Del Oro High School
Tucson, AZ05.2017
Skills
- Leadership Essentials
- Proficient in full Microsoft Suite: Word, Excel, PowerPoint, Outlook
- Time Management
- Training Material Development
- Hardware Diagnostics
- Help Desk Support
- Call Center Operations
- Technical Troubleshooting
- User Support and Troubleshooting
- Troubleshooting Network Issues
- Hardware and Software Repair
- Hardware Upgrades
- Remote Technical Support
- Technical Implementation
- Computer System Maintenance
- Online Chat Support
- Reading Technical Manuals
- Friendly and Patient
- Employee Computer Support
- De-Escalation Techniques
Certification
Referral rights
Maintenance Level Access
Timeline
Technical Support Representative
Verifone
11.2020 - Current
Customer Care Representative
Afni
06.2019 - 01.2020
Teacher/Teacher’s Aid
El Presidio Day School, Creative Kids Preschool
08.2017 - 06.2019
High School Diploma - Elementary Education
Pima Community College
Diploma -
Canyon Del Oro High School
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