Bruce Smith
Durham,NC
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 6+ years of experience in Customer Service.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Digital Product Support Team Lead
Kidde
07.2022 - Current
- Categorized and organized Customer Error Logs in Excel and in SalesForce
- Attended meetings regarding customer service issues, future app updates, and potential features to be added
- Develop and implement a training program for the digital product support team
- Manage and prioritize the digital product support team's workload to ensure timely resolution of customer issues and inquiries
- Provide technical expertise and guidance to the digital product support team in troubleshooting and resolving complex customer issues
- Collaborate with the marketing team to develop customer support materials for new product launches
- Coordinate with other teams to gather feedback on customer issues and identify areas for improvement in the digital product
Technical Support Specialist
CustomerHD
04.2021 - 07.2022
- Callback customers to provide support with Orbit Bhyve Timers and Bhyve Application
- Navigate Kustomer Website to keep up with the queue
- Provide technical support for basic tasks regarding iPhone and Android use
- Communicate with team and team leads through Slack application.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Data Collection Specialist
Greene Resources
01.2021 - 04.2021
- Call different healthcare providers and send them authorization forms
- Collect data for how people use and pay for healthcare in the US
- Enter the data into multiple programs.
- Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks and communicated updates about fixes.
- Utilized proprietary tools to engage with clients, track communications and deliver results.
Customer Service Representative
North Carolina Division Of Employment Security
07.2020 - 01.2021
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Team Member
Sheetz
05.2019 - 09.2020
- Answer customers' questions about merchandise and advise customers on merchandise selection
- Itemize and total customer merchandise selection at checkout counter, using cash register, and accept cash or charge card for purchases
- Pack customer purchases in bags or cartons
- Stock shelves, racks, cases, bins, and tables with new or transferred merchandise
- Maintain sanitation, health, and safety standards in work areas
- Clean food preparation areas, cooking surfaces, and utensils
- Verify that prepared food meets requirements for quality and quantity
- Cook and package batches of food, such as hamburgers and fried chicken, which are prepared to order or kept warm until sold
- Prepare specialty foods such as pizzas, fish and chips, sandwiches, and tacos, following specific methods that usually require short preparation time
- Operate large-volume cooking equipment such as grills, deep-fat fryers, or griddles.
- Learned all required tasks quickly to maximize performance.
Team Member
Wawa
10.2016 - 04.2019
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Assist customers by providing information and resolving their complaints
- Greet customers entering establishments
- Sell tickets and other items to customers
- Answer customers' questions, and provide information on procedures or policies
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans
- Stock shelves, and mark prices on shelves and items
- Request information or assistance using paging systems.
Education
Bachelor of Science - Computer Information Science
Boise State University
Boise, IDHigh School Diploma -
Pennsville Memorial High School
Pennsville, NJ06.2009
Skills
- De-Escalation Techniques
- Activity Planning
- Compiling Data
- Engineering Team Support
- Technical Background
- Customer Support
- COMPTIA Net
- COMPTIA A
Certification
COMPTIA A+
COMPTIA Net+
IT strategy (Expert)
IT/IS (Expert)
Microsoft Office (Expert)
Computer Repair and Diagnostics (Expert)
Timeline
Digital Product Support Team Lead
Kidde
07.2022 - Current
Technical Support Specialist
CustomerHD
04.2021 - 07.2022
Data Collection Specialist
Greene Resources
01.2021 - 04.2021
Customer Service Representative
North Carolina Division Of Employment Security
07.2020 - 01.2021
Team Member
Sheetz
05.2019 - 09.2020
Team Member
Wawa
10.2016 - 04.2019
Bachelor of Science - Computer Information Science
Boise State University
High School Diploma -
Pennsville Memorial High School
COMPTIA A+
COMPTIA Net+
IT strategy (Expert)
IT/IS (Expert)
Microsoft Office (Expert)
Computer Repair and Diagnostics (Expert)
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