Summary
Overview
Work History
Education
Skills
Timeline
Generic

Catherine Hall

Mobile,AL

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

10
10
years of professional experience

Work History

Technical Support Representative

Verizon Wireless
05.2019 - 02.2022
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.

Customer Service Representative

Arise Platform
01.2014 - 04.2018
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • 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.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.

Sales Representative

Beauty Land
06.2012 - 05.2014
  • Used customer insights to develop innovative sales strategies to increase sales.
  • Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Managed efficient cash register operations.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Prioritized helping customers over completing other routine tasks in store.
  • Recommended complementary purchases to customers, increasing revenue.

Education

BBA - Networking Systems Administration

ITT Technical Institute - Indianapolis
Mobile Alabama
01.2020

John L Leflore Preparatory Acad
Mobile, AL
11.2013

Skills

  • Software Diagnosis
  • Windows Vista
  • Apple IOS
  • Hardware Upgrades
  • Customer Support Needs Assessment
  • Troubleshooting and Assistance
  • Windows 10
  • Mobility Devices
  • Data Recovery
  • Data Connectivity
  • Configuring Devices
  • Desktop Support
  • Call Center Operations
  • Onsite Installations
  • User Guidance
  • Reading Comprehension
  • Ethernet and Firewall Proficient
  • Computer System Maintenance
  • PC Component Diagnostics
  • Microsoft Windows and Office
  • Technical Issues Analysis
  • adobe
  • Multitasking Abilities
  • Attention to Detail
  • Teambuilding
  • Typing 47 WPM

Timeline

Technical Support Representative

Verizon Wireless
05.2019 - 02.2022

Customer Service Representative

Arise Platform
01.2014 - 04.2018

Sales Representative

Beauty Land
06.2012 - 05.2014

BBA - Networking Systems Administration

ITT Technical Institute - Indianapolis

John L Leflore Preparatory Acad

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Catherine Hall