Brandon Mason
Elgin
Summary
Technical Support Specialist with over 6 years of experience in resolving complex technical issues and enhancing customer satisfaction in high-volume environments. Demonstrates expertise in navigating multiple computer systems and applications, with strong leadership and teamwork abilities. Committed to implementing process improvements that boost productivity and reduce handling time, while maintaining a high first-call resolution rate.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
Charter Communications
06.2020 - Current
- Analyse complex technical issues, providing tailored solutions to enhance customer satisfaction.
- Implement process improvements, reducing average handling time and boosting productivity
- Assisted clients with general support for hardware, peripherals, network connections, and external software
- Escalated support desk tickets to Level3 in the most crucial circumstances and after considerable time had been spent on a single ticket
Customer Service Specialist
TTEC ( FedEx)
03.2015 - Current
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Navigated multiple computer systems and applications and utilized search tools to find information
- Handled customer complaints and inquiries in a courteous and efficient manner
- Developed strong customer relationships and loyalty through effective communication
Education
Bachelor of Arts - Business Administration
Morris College
12.2017
Skills
- Leadership
- Inbound sales
- Customer service
- Teamwork
- Computer systems
- Technical Support
Timeline
Technical Support Specialist
Charter Communications
06.2020 - Current
Customer Service Specialist
TTEC ( FedEx)
03.2015 - Current
Bachelor of Arts - Business Administration
Morris College
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