Anthony Thomas
Miramar,FL
Summary
Professional support specialist equipped to meet and exceed client expectations. Known for strong collaboration skills, adaptability, and delivering reliable results in dynamic environments. Expertise in problem-solving, communication, and customer service. Aptitude for managing multiple tasks efficiently and maintaining positive client experience.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Tech Support Representative
Apple
11.2022 - 09.2024
- Identifies, investigates, and resolves users problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns
- Consults with users to determine steps and procedures taken to identify and resolve the problem
- Applies knowledge of computer software, hardware, and procedures to solve problems
- Guides users through diagnostic and troubleshooting processes, which may include use of diagnostic tools and software and/or following verbal instructions
- Collaborates with other staff to research and resolve problems
- Collaborates with programmers to explain errors and/or recommend modifications in programs
- Arranges service by software or hardware vendors to repair or replace defective products
- Maintains knowledge of technology innovations and trends
- Performs other related duties as assigned
Customer Service/Data Entry
American Express
11.2017 - 11.2022
- Entering mail in computer system
- Putting customer information in system
- Verifying customer information
- Research and obtain further information for incomplete documents
- Apply data program techniques and procedures
- Respond to queries for information and access relevant files
- Ensure proper use of office equipment and address any malfunctions
- Open and maintain customer accounts by recording account information
- Maintain financial accounts by processing customer adjustments
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Contribute to team effort by accomplishing related results as needed
- Manage large amounts of incoming calls
- Build sustainable relationships of trust through open and interactive communication
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Resolve customer complaints via phone, email, mail
- Managed high-volume workload efficiently, prioritizing tasks to meet tight deadlines while maintaining accuracy in all customs entries.
- Identified opportunities for process improvements within the team, contributing to a more streamlined workflow and improved overall efficiency.
Customer Service /Team Lead
Macy's
11.2011 - 11.2017
- Outbound calls
- Inbound calls
- Keeping track of packages
- Communicating with customers
- Entering mail in computer system
- Putting customer information in system
- Verifying customer information
- Maintaining a positive, empathetic, and professional attitude toward customers at all times
- Responding promptly to customer inquiries
- Communicating with customers through various channels
- Acknowledging and resolving customer complaints
- Processing orders, forms, applications, and requests
- Keeping records of customer interactions, transactions, comments, and complaints
- Providing feedback on the efficiency of the customer service process
- Ensure customer satisfaction and provide professional customer support
- Creating a collaborative environment: Being responsible for fostering a supportive atmosphere that encourages productivity and growth
- Set strategies and monitor progress towards goals
- Also review performance data and make changes to strategies, goals, and objectives
- Communicating with management: Communicate with upper management to determine the best methods for meeting business goals
- Coaching team members: Coach team members as needed and provide advice and rewards
- Problem-solving: Steer the team through challenges
Education
Bachelor of Science - Business
University of Phoenix
Phoenix, AZ11.2026
Skills
- Technical support
- Customer service
- Problem solving
- Communication skills
- Time management
- Troubleshooting
- Business Structures
- Forecasting
- Hardware troubleshooting
- Technical guidance
- Accounts Payable and Receivable
- Team Building
Certification
Small Business Management and Entrepreneurship Certificate, 07/01/21, Present, Develop a small business, Set up business for financial success, Market business to consumers
Personal Information
Work Permit: Authorized to work in the US for any employer
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 25 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Tech Support Representative
Apple
11.2022 - 09.2024
Customer Service/Data Entry
American Express
11.2017 - 11.2022
Customer Service /Team Lead
Macy's
11.2011 - 11.2017
Bachelor of Science - Business
University of Phoenix