Arek Rom

Houston,TX

Summary

Professional technical support professional with strong track record in troubleshooting, problem-solving, and delivering exceptional customer service. Adept at collaborating with teams to achieve optimal results and adapt to changing demands. Skilled in software and hardware diagnostics, network configuration, and user training. Known for reliability, effective communication, and proactive approach to resolving issues.

Overview

years of professional experience

Work History

Technical Support Specialist

AIG Insurance

07.2024 - 03.2026

Supported point-of-sale systems and resolved transaction-related issues.
Troubleshoot to resolve software related issues within the platform; identified root causes and guide users through effective solutions
Diagnose, investigate, and resolve software-related issues within the platform. Identify root causes and guide users through effective solutions
Tracked, prioritized, and logged technical issues in the ticketing system to ensure timely and organized resolution.

Remote Help Desk Support

Arcadia

05.2022 - 06.2024

Provided remote technical and account-level support to customers experiencing platform access, billing, and service-related issues Via phone, email and chat
Troubleshot user-reported problems by reviewing account configurations, usage data, and system records.
Logged, tracked, and resolved support tickets while maintaining SLA compliance.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Assisted users with software and hardware issues.

Technical Support Representative

Champion Energy

04.2021 - 04.2022

Assisted customers with service setup, Disconnection, account changes, and system troubleshooting.
committed to detailed high-quality work, responded to customer inquires and provided technical support via phone, email and chat
Navigated multiple systems to research and resolve issues.
Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Responded to customer requests for products, services, and company information.
Documented interactions in CRM System
Delivered prompt service to prioritize customers needs.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Tier 2 Customer Service Representative

Manhattan Life Assurance

01.2020 - 02.2021

Entered data into various computer systems accurately using Microsoft Office Suite.
Answered inbound calls with questions about insurance policies and insurance coverage issues, as well as consumer complaints and general inquiries
Completed data entry tasks with accuracy and efficiency.
Provided step-by-step guidance to users on workflows and requirements.
Verified New customers coverage and present policyholders with proof of insurance paperwork
Handle complaints, present appropriate solutions, and alternatives within the timeframes set, and follow up to ensure that the issue has been resolved

Education

High School Diploma -

George I. Sanchez Charter

Houston, TX

Associate Degree - Coursework (Some College)

North Central Texas College

Skills

Tier 1 / Tier 2 Support

Timeline