Brian Famber
Norcross,GA
Summary
Seasoned Support Engineer well-versed in supporting users and troubleshooting common and complex issues. Responsive professional bringing up to date knowledge of SalesForce, slack, and SQL. Customer service oriented and resilient nature focused on finding root causes and making lasting improvements. Offering 14 years of experience working in high-pressure environments to address customer concerns and questions.
Overview
15
15
years of professional experience
Work History
Software/Accounting Support Analyst
Cinc Systems (Temp/ Contract)
Norcross, GA
05.2022 - 08.2022
- Evaluated open accounts to look for past-due balances and pursue collection strategies.
- Acted as primary contact for computer hardware (Panini scanners) and software problems and network emergencies.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Reconciled bank and credit card accounts monthly.
- Resolved vendor and employee inquiries about invoices and purchases quickly through research.
- Maintained accuracy when reviewing and reconciling general ledger.
- Maintained account books and accounting systems with accuracy by entering data precisely and proofreading.
Customer Support Analyst
NAVEX Global
Peachtree Corners, GA
08.2020 - Current
- Troubleshot, resolved or escalated technical issues based on individual customers' needs.
- Extensive knowledge of SalesForce, Slack, MS Teams.
- Answered support calls and emails from corporate customers needing assistance with Ethics and Compliance Software products.
- Identified ways to streamline common requests and improve support processes to better serve customers' needs.
- Followed up on outstanding technical concerns to affect timely resolutions and restore customer confidence.
- Identified support trends from calls and reported information to management to help coordinate proactive responses.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted in training and motivating new employees through Slack.
Financial Services Representative
Comcast
Alpharetta, GA
10.2010 - 03.2018
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Expanded customer relationships by maintaining regular follow-up processes and rapport.
- Processed cash, check, and credit card payment transactions.
- Developed and maintained relationships with customers and assisted in generating sales opportunities.
- Exercised judgment when dispensing information to maintain confidentiality of sensitive information.
- Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional services.
- Maintained records of accounts.
Store Manager
Blockbuster Entertainment
Smyrna, GA
04.2008 - 05.2012
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Processed daily paperwork, balanced register drawers, produced staffing schedules, and prepared deposits.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash, and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Resolved customer problems by investigating issues, answering questions, and building rapport.
- Prioritized sanitation, safety, and health standards in work areas to meet OSHA requirements.
- Improved store status by implementing process improvements and identifying performance gaps for corrective action.
- Trained and mentored associates to teach daily tasks and procedures.
- Oversaw storewide merchandising benchmarks to maintain operational excellence.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Developed and enforced operational improvements to reduce total losses.
- Coordinated social media and brand marketing to boost store's image and increase sales.
- Maintained stockroom condition to preserve product quality.
Education
Bachelor of Science - Computer Engineering
ITT Technical Institute - Atlanta
Atlanta, GACertificate - Project Management, Android App Developer
Google Certificate
Norcross, GaSkills
- Windows XP/Vista
- Technical Troubleshooting
- Communication
- Friendly, positive attitude
- Customer service
- Proficient in SalesForce, Slack, MS Teams
- Account management
- Training programs
- Global account management
- Rapport and relationship building
- Multidisciplinary team leadership
- High-energy attitude
- System implementation
- Problem-solving abilities
- Microsoft Office expertise
- Active listening
- Leadership
- Organizational skills
- Technical support
- Report creation
- Report generation
- Customer education
Timeline
Software/Accounting Support Analyst
Cinc Systems (Temp/ Contract)
05.2022 - 08.2022
Customer Support Analyst
NAVEX Global
08.2020 - Current
Financial Services Representative
Comcast
10.2010 - 03.2018
Store Manager
Blockbuster Entertainment
04.2008 - 05.2012
Bachelor of Science - Computer Engineering
ITT Technical Institute - Atlanta
Certificate - Project Management, Android App Developer
Google Certificate
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