Ben Keene
Fayetteville,AR
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Tech/Customer Service support
Randstad (FinThrive and Savista)
2022.05 - Current
- Duties include client and user calls and emails and using search engines and websites to resolve issues
- Using websites to understand when to apply certain resolutions Using Workday, Bright Pattern and Fresh Works, Active Directory and Azure for all call and email resolutions
- Use of Ivanti with FinThrive client emails and chats.
- Acted as liaison between customers and internal departments, facilitating resolution of complex issues.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Utilized knowledge of products and services to guide customers towards optimal solutions that met their needs.
Scheduling Specialist
Transplace
2020.06 - 2022.05
- Duties include calling, emailing and using websites to schedule appointments
- Using websites to understand when an appointment is ready and placing that information into the corresponding section in the intranet site
- Using SAP to delete delivery numbers and track shipments across the U.S and Canada.
- Acted as first point of contact and set appointments for prospective clients.
- Called customers to coordinate schedules and set appointments.
- Resolved scheduling conflicts promptly, minimizing disruptions to daily operations.
- Increased schedule adherence through consistent monitoring and real-time adjustments as needed.
Work at Home
Valerie Keene
2015.01 - 2020.05
- Gathered and organized information for research purposes.
- Wrote legal, technical and customer review articles regarding [Area of expertise].
- Performed research into topics to increase knowledge and to provide valuable contributions.
- Determined areas of research to increase knowledge in particular field.
- Interpreted data analysis results to draw inferences and conclusions.
Technical and Email Specialist
Teleflora
2010.10 - 2016.06
- Technical Support to assist work at home in-house agents
- Assistance with training and prepping agents to take calls
- Technical assistance for other in-house agents for work-at-home computer issues
- Independent problem solving, searching capabilities, and walking through agents over the phone and via teleconference software to solve basic and intermediate computer and software issues
- Problem solving and analytical thinking required.
- Managed multiple simultaneous email campaigns from start to finish.
- Developed ongoing strategies to optimize for email performance and conversions.
- Strategized and implemented email personalization and dynamic content.
- Reduced unsubscribe rates by identifying areas of improvement within current targeting and messaging practices.
- Increased customer retention through the development of engaging lifecycle emails aimed at fostering long-term relationships.
Education
High School Diploma -
Marmaduke High School
Marmaduke, ARBachelor’s Degree in Computer and Information Technology - Information Technology
Arkansas State University
Jonesboro, AR01.2016
Skills
- Computer Technical Support Proficiency
- Call center experience
- Complaint Handling
- Empathy Display
- Software Navigation
- Patience Maintenance
- Social Media
- Teamwork and Collaboration
- Problem-Solving
- Microsoft Windows and Office
- Remote Technical Support
- Friendly and Patient
- Troubleshooting Network Issues
Languages
English
Native or Bilingual
Spanish
Limited Working
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Tech/Customer Service support
Randstad (FinThrive and Savista)
2022.05 - Current
Scheduling Specialist
Transplace
2020.06 - 2022.05
Work at Home
Valerie Keene
2015.01 - 2020.05
Technical and Email Specialist
Teleflora
2010.10 - 2016.06
High School Diploma -
Marmaduke High School
Bachelor’s Degree in Computer and Information Technology - Information Technology
Arkansas State University
Communication Skills
- Notable at Teleflora: Moved from Sales to Service to Tech Support in a short time. Number one Tech Support agent. Team dynamics show exceptional cooperation.
- Notable at StarTek: Number 5 in sales one month, top ten in sales multiple months. Assisted training new agents and was support for existing agents.
- Notable at GoDaddy: Assisted in winning awards, online support contests, number of emails answered on average, etc. Assisted in making our team #1 for many months consecutively. #1 poster on entire Online Support more than once. Advanced customer service, and number of posts done.
References
- Kathie Morris, 714-292-8917, Service Delivery Manager
- Tim Duplantis, 469-952-8425, Service Delivery Team Lead
- James Bassett, 480-343-3161, Co-Worker
- Lacey Bassett, 480-274-0359, Former Co-Worker
- Valerie Keene, 479-871-7833, Former Co-Worker
Communication Skills
- Notable at Teleflora: Moved from Sales to Service to Tech Support in a short time. Number one Tech Support agent. Team dynamics show exceptional cooperation.
- Notable at StarTek: Number 5 in sales one month, top ten in sales multiple months. Assisted training new agents and was support for existing agents.
- Notable at GoDaddy: Assisted in winning awards, online support contests, number of emails answered on average, etc. Assisted in making our team #1 for many months consecutively. #1 poster on entire Online Support more than once. Advanced customer service, and number of posts done.
References
- Kathie Morris, 714-292-8917, Service Delivery Manager
- Tim Duplantis, 469-952-8425, Service Delivery Team Lead
- James Bassett, 480-343-3161, Co-Worker
- Lacey Bassett, 480-274-0359, Former Co-Worker
- Valerie Keene, 479-871-7833, Former Co-Worker
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