Brian Conn
Gaylord
Summary
Dynamic Technical Support Representative with a proven track record at Equifax, excelling in technical troubleshooting and customer relationship management. Recognized for resolving complex issues and enhancing service processes, while training junior staff. Committed to delivering exceptional user support and fostering customer success through effective communication and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Equifax
Louisville
04.2022 - 12.2024
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Implemented innovative methods for streamlining the customer service process.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed strong relationships with customers by providing personalized assistance and support.
Technical Support Representative
Equifax - formally known as Appriss
Louisville
03.2016 - 06.2020
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Provided training and guidance to junior staff members as needed.
- Assisted customers with installation of new hardware and software applications.
- Identified potential areas for improvement in existing products or services.
- Troubleshot customer inquiries related to software and hardware issues.
- Provided technical assistance to customers through phone, email and chat support.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Demonstrated advanced product knowledge to solve customer issues.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
Education
General Studies
Hope College
Holland, MISkills
- Technical troubleshooting
- Product installation
- Customer relationship management
- Compliance adherence
- Problem solving
- Effective communication
- Conflict resolution
- Call recordkeeping
- Customer service expert
- Product training
- User support
- Customer success management
- Call tracking
- Ticket management
Personal Information
Date of Birth: 11/16/72
Grades
B+, B
Timeline
Technical Support Representative
Equifax
04.2022 - 12.2024
Technical Support Representative
Equifax - formally known as Appriss
03.2016 - 06.2020
General Studies
Hope College
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