Andrew East
Independence,KY
Summary
Dynamic technical support professional with extensive experience at FieldEdge, enhancing customer satisfaction through expert on-site and remote support. Proven ability to streamline operations and resolve complex issues, leveraging strong communication skills and technical expertise to boost productivity and deliver exceptional service. Recognized for fostering team collaboration and driving continuous improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Technical Support
FieldEdge
Remote
03.2024 - 11.2024
- Provided administrative and technical support to Branch leadership in accordance with mission goals.
- Delivered timely technical support to enhance user satisfaction.
- Delivered prompt technical support, effectively resolving issues.
- Delivered technical support for measurement, learning and evaluation activities.
- Provided technical support to colleagues, reducing downtime and increasing productivity.
- Supported Engineering and Maintenance departments with training and technical support.
- Provided technical support to team members, ensuring swift resolution of complex issues.
- Enhanced customer satisfaction by providing timely and effective Tier 1 technical support.
- Provided technical support for software applications, contributing to seamless daily operations for users.
- Streamlined helpdesk operations, providing timely technical support to endusers.
- Provided comprehensive technical support to clients, resulting in increased customer satisfaction ratings.
- Enhanced customer satisfaction by providing timely and accurate technical support to endusers.
- Increased customer satisfaction by providing expert technical support for electronic products.
- Provided technical support in both on-site and telephone consultations.
- Improved customer satisfaction by providing timely and accurate technical support to field representatives.
- Enhanced team productivity by providing comprehensive technical support and troubleshooting assistance.
Product Support Specialist
Dealeron
06.2022 - 04.2024
- Increased knowledge base usage by creating detailed articles on common product issues and solutions.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
- Developed strong relationships with clients, resulting in increased trust and loyalty to the company''s products.
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Improved the overall efficiency of the support team with streamlined processes and clear communication.
- Supported clients during critical incidents, demonstrating a calm and reassuring demeanor under pressure while working towards a swift resolution.
- Enhanced customer satisfaction by providing timely and accurate product support.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
Merchant Services Supervisor
Goldman Sachs
Remote
06.2014 - 06.2022
- Mentored junior team members, fostering a culture of continuous improvement and professional growth within the organization.
- Enhanced customer satisfaction by providing exceptional service and product knowledge.
- Performed regular competitor analysis to stay informed about industry trends and adjust strategies accordingly.
- Utilized excellent communication skills to resolve customer complaints promptly and professionally.
- Streamlined inventory management tasks for increased efficiency and accuracy.
- Implemented effective merchandising strategies to maximize sales and profitability.
- Enhanced customer engagement by implementing feedback system, leading to service improvements and higher satisfaction rates.
- Oversaw launch of e-commerce platform, expanding market reach and increasing sales channels.
- Enhanced team's product knowledge through regular training sessions, leading to better customer service and increased sales.
- Coordinated with finance department to manage budget and forecast sales, ensuring financial health.
Collections Manager
Zwicker and Associates
Hebron, KY
06.2012 - 06.2014
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
- Oversaw daily posting of payments to customer accounts.
- Managed a diverse portfolio of accounts to optimize collection efforts and minimize losses.
- Enhanced team performance through regular training, coaching, and feedback sessions.
- Provided exceptional customer service throughout the collections process, addressing concerns promptly while upholding company values.
- Contacted customers to discuss late payments and options for remitting amounts due.
- Established procedures for collection of past due amounts.
- Worked with legal resources and recovery teams to manage default issues.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Developed customized payment plans for financially distressed customers, enabling successful debt recovery while maintaining customer satisfaction.
- Reduced delinquency rates with proactive account monitoring and timely communication.
- Established strong relationships with customers, fostering open communication channels for effective debt resolution.
Concierge Service Supervisor
Citibank
Florence, KY
05.2009 - 06.2012
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Implemented feedback system for services provided, leading to continuous improvement in service delivery.
- Improved customer satisfaction with prompt and accurate information about local attractions.
- Trained new concierge staff, ensuring consistent high level of service across team.
- Responded to guest inquiries and complaints, resolving issues to maintain high service standards.
Education
Trade Certifications - E-commerce
Diamond Oaks Vocational
Cincinnati, OH06.2005
Skills
- On-site technical support
- Technical support triage
- Delivering technical support
- Technical support scheduling
- Customer technical support
- Technical support services
- Production technical support
- Remote technical support
- Technical support expertise
- Telephone technical support
- Basic technical support
- Technical support escalations
- Desktop technical support
Affiliations
GLAAD
Certification
E-Commerce
JavaScript Certification
Webmaster Certification (outdated)
CSS
BASIC
Languages
English
Native or Bilingual
Timeline
Technical Support
FieldEdge
03.2024 - 11.2024
Product Support Specialist
Dealeron
06.2022 - 04.2024
Merchant Services Supervisor
Goldman Sachs
06.2014 - 06.2022
Collections Manager
Zwicker and Associates
06.2012 - 06.2014
Concierge Service Supervisor
Citibank
05.2009 - 06.2012
Trade Certifications - E-commerce
Diamond Oaks Vocational