Catherine Crisp
Customer Support
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Tier 1 Analyst
Concentrix
New Tazewell, TN
10.2020 - Current
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Assisted sales team by creating and maintaining supporting data files.
- Recognized escalation needs and connected customers with advanced support staff.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Troubleshot problems with software, hardware and networking for users.
- Crafted intelligent, professional responses to emailed and web chat customer questions.
- Tracked changing software and technologies with potential to impact customer requirements.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Service Representative
Alorica
New Tazewell, TN
02.2022 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Executive Interviewer
Dynata
New Tazewell , TN
09.2020 - 02.2023
- Conducted interviews with participants to assess eligibility.
- Prepared and sent interview confirmation letters to candidates to confirm interview arrangements.
- Adapted interview style to suit needs of position and candidate.
- Trained and coached new recruiters to improve individual's interviewing capabilities.
- Investigated candidate history and employment claims to confirm eligibility for positions.
Education
High School Diploma -
Lenoir City High School
Lenoir City, TN 04.2014 - 05.2018
Skills
Technical issues analysis
Software diagnosis
Data recovery
Customer service expert
Desktop support
Technical documents comprehension
Self-Motivated
Planning and Coordination
Timeline
Customer Service Representative
Alorica
02.2022 - 02.2023
Customer Support Tier 1 Analyst
Concentrix
10.2020 - Current
Executive Interviewer
Dynata
09.2020 - 02.2023
High School Diploma -
Lenoir City High School
04.2014 - 05.2018