Carmen Massey
Stone Mountain,GA
Summary
Adept at leveraging extensive experience in technical support and customer service, notably with Home Depot, to drive customer satisfaction and resolve complex issues. Skilled in Zendesk and effective communication, I've consistently exceeded performance metrics, achieving a 98% resolution rate. My proactive approach and ability to collaborate cross-functionally have been pivotal in enhancing service delivery and customer experience.
Overview
11
11
years of professional experience
Work History
Tier iii field support / help desk technician
Home Depot
Norcross, United States
03.2023 - 10.2024
- Monitoring support queues to ensure incidents have been escalated appropriately and have the correct level of detail captured
- Troubleshooting incidents that cannot be resolved by tier 2, either because they don’t have the necessary skills or privileges
- Providing knowledge articles and technical articles for other support tiers
- Providing closure details
- Acting as key players in problem and major incident resolution as they are subject-matter experts in the technology and services they support
- Capturing further details and documenting recovery attempts before escalating to level 4 of IT support
Customer Service Representative
TTEC
04.2020 - 01.2022
- Demonstrated exceptional communication skills by providing timely and efficient assistance to customers via phone, email, and in-person interactions
- Resolved customer complaints and inquiries promptly and effectively, ensuring high levels of customer satisfaction and loyalty
- Managed a high volume of customer service requests with accuracy and professionalism, consistently meeting or exceeding performance targets
- Collaborated with cross-functional teams to streamline processes and enhance overall customer experience, resulting in improved service delivery and increased customer retention rates
Technical Support Specialist
Samsung
Norcross, United States
01.2020 - 12.2021
- Provided timely and effective technical support to end users, troubleshooting hardware and software issues to ensure minimal downtime.
- Managed and resolved incoming support tickets through a ticketing system, consistently meeting and exceeding service level agreements.
- Conducted remote diagnostics and resolved technical issues through phone, email, and chat support, resulting in increased customer satisfaction.
- Collaborated with cross-functional teams to test and implement new software and hardware solutions, ensuring seamless integration and optimal performance.
Technical Support Representative
Alorica
Norcross, United States
02.2020 - 08.2020
- Provided timely and efficient technical assistance to customers via phone, email, and chat channels, resolving 95% of issues on first contact
- Conducted troubleshooting and diagnostic testing to identify and resolve hardware and software issues for a diverse range of products
- Collaborated with cross-functional teams to escalate and prioritize critical issues, resulting in a 20% decrease in resolution time
- Consistently met and exceeded performance metrics, including a 90% customer satisfaction rating and a 98% resolution rate
Customer Service Specialist
BroadPath Healthcare Solutions
Marietta, Georgia
12.2019 - 08.2020
- Managed customer inquiries and resolved issues promptly to ensure high levels of customer satisfaction
- Developed and implemented customer service strategies to improve overall customer experience and retention rates
- Responsible for handling customer inquiries regarding their insurance policies, resolving service issues, providing information about coverage options, processing policy changes, and addressing complaints, all while maintaining a high level of customer satisfaction and adhering to company guidelines
Customer Care Professional
Working Solutions
, Georgia
09.2019 - 12.2019
- Demonstrated excellent communication skills by effectively resolving customer inquiries and concerns in a timely and professional manner
- Managed a high volume of incoming calls and emails, ensuring each customer received personalized and attentive service
- Implemented new customer care strategies that resulted in a 20% increase in customer satisfaction ratings
- Collaborated with cross-functional teams to streamline processes and improve overall customer experience
Customer Service Representative
SYKES
Marietta, Georgia
08.2019 - 12.2019
- Managed customer inquiries and resolved issues promptly to ensure high levels of customer satisfaction
- Developed and implemented customer service strategies to improve overall customer experience and retention rates
- Collaborated with cross-functional teams to streamline processes and enhance customer support services
- Conducted training sessions for new customer service representatives to ensure consistent delivery of exceptional service
Administrative and Customer Service Assistant
Comcast
10.2013 - 12.2014
- Report to the administrative lead or office manager for daily updates, accomplishments, and any issues requiring attention
- Manage daily administrative tasks, including answering phones, scheduling, and organizing documents
- Coordinate team meetings and events and prepare agendas
- Assist in project management by tracking deadlines and facilitating communication
- Handle expense reporting, invoicing, and basic accounting tasks
- Liaise with vendors and clients, providing excellent customer service
- Maintain office supplies and manage inventory
Education
Bachelor of Arts - Media Arts
The Art Institute of Atlanta
Sandy Springs, GA01-2014
Skills
- Zendesk
- Salesforce
- Office 360
- Network troubleshooting
- Remote diagnostics
- Ticket management
- Technical documentation
- Customer experience
- Problem resolution
- Technical support
- Conflict resolution
- Time management
- Effective communication
- Remote system analysis
- Software updates
- Technical Support Evaluation
- System administration
- Help desk software
- Issue resolution
- Operating systems
- Remote support
- Support ticket system management
- Troubleshooting and diagnosis
- Customer success management
- Customer service
- Application installations
References
References available upon request.
Timeline
Tier iii field support / help desk technician
Home Depot
03.2023 - 10.2024
Customer Service Representative
TTEC
04.2020 - 01.2022
Technical Support Representative
Alorica
02.2020 - 08.2020
Technical Support Specialist
Samsung
01.2020 - 12.2021
Customer Service Specialist
BroadPath Healthcare Solutions
12.2019 - 08.2020
Customer Care Professional
Working Solutions
09.2019 - 12.2019
Customer Service Representative
SYKES
08.2019 - 12.2019
Administrative and Customer Service Assistant
Comcast
10.2013 - 12.2014
Bachelor of Arts - Media Arts
The Art Institute of Atlanta
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