Calvin Xu
Grand Prairie,TX
Summary
Customer-oriented Support Representative with 2 years of experience in customer support and customer-facing roles at Istation. Proven track record of effectively resolving issues, communicating with clients, and collaborating within a team to enhance customer satisfaction. Adept at troubleshooting, understanding client needs, and utilizing tools to ensure efficient support delivery. Seeking a Support Specialist position to leverage strong problem-solving skills and in-depth knowledge of company processes for exceptional client support.
Overview
4
4
years of professional experience
Work History
Customer Support Representative
Amira Learing
08.2022 - Current
- Issue Resolution: Provide timely, accurate responses to customer inquiries via phone, email, and chat, consistently maintaining high satisfaction ratings
- Customer Relationship Management: Cultivate positive client relationships by addressing needs proactively, ensuring customer loyalty, and receiving recognition for excellent support
- Cross-Functional Collaboration: Work closely with internal departments to resolve complex issues and enhance service delivery
- Data Tracking and Reporting: Maintain accurate records of customer interactions, documenting issues, troubleshooting steps, and resolutions for future reference
- Product Knowledge: Stay up-to-date on product updates, ensuring clear and informed communication with customers
IT Technician
Digisoft Technology
Dallas, TX
01.2021 - 08.2022
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Analyzed IT issues to identify troubleshooting methods needed for quick remediation
- Served at internal helpdesk, accepting and resolving calls or delegating more severe issues to Engineer
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more
- Provided Tier 1 technical support to end users with IT related issues such as computer, email, cloud storage, VOIP phones, printers and scanners
- Diagnose and assist end user's computer issues via remote desktop support
- Performed computer hardware repair, removal and replacement of computer components, and maintenance tasks on PCs, networks and mobile devices
- Conducted deployment of office IT equipment
Education
Bachelor of Science - Information Systems
University of Texas At Arlington
Arlington, TX12.2010
ASE Certified Automotive Technician Graduate -
Lincoln Technical Institute
Columbia, MDSkills
- Customer Service Excellence
- Problem Solving & Troubleshooting
- Verbal & Written Communication
- CRM Systems (Salesforce)
- Data Entry and Documentation
- Data Recovery
- Call Handling Expertise
Languages
Chinese (Mandarin)
Native/ Bilingual
English
Professional
Timeline
Customer Support Representative
Amira Learing
08.2022 - Current
IT Technician
Digisoft Technology
01.2021 - 08.2022
Bachelor of Science - Information Systems
University of Texas At Arlington
ASE Certified Automotive Technician Graduate -
Lincoln Technical Institute
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