Summary
Overview
Work History
Education
Skills
Websites
Certification
Technicalskillssummary
Timeline
Generic

Christine Harpster

Knightdale,NC

Summary

Dedicated customer care executive with years of experience providing exceptional customer support to a diverse range of clients. Proven track record of resolving customer inquiries and complaints in a timely efficient manner, resulting in increased customer satisfaction. loyalty and customer retention.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Software Support Analyst/Trainer

EWRInc
Durham
02.2020 - Current
  • Optimized ticket management system by implementing categorization techniques based on issue severity and priority, enabling faster response times
  • Established positive rapport with clients through exceptional customer service skills, promoting long-term client retention rates
  • Streamlined client support processes by providing clear documentation on common issues and resolutions
  • Exceeding customer satisfaction targets consistently by delivering prompt, accurate, and empathetic support
  • Collaborate with development teams to communicate customer feedback, resulting in improved user experience and increased customer satisfaction
  • Enhanced software functionality by troubleshooting and resolving technical issues in a timely manner
  • Responding to 230+ customer inquiries and providing technical assistance over the phone and in person weekly
  • Break down and evaluate user problems, using personal expertise, and probing questions
  • Help in implementing and development of training programs for product seminars & instructional guides used in person, through video chat (Webex, Zoom, Teams or Go to Assist) or email
  • Test new software and hardware prior to deployment
  • Installation and setup of all EWR software products including mobile applications on phones, computers as well as servers and installation of SQL on customer's networks
  • Developed effective communication and organizational skills through working on group projects
  • Demonstrated strong organizational and time management skills while managing multiple projects
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Enthusiastic about learning and committed to continual improvement
  • Initiative-taking, with a keen sense of personal responsibility
  • Participated in team projects, demonstrating ability to work collaboratively and effectively
  • Managed time efficiently to complete all tasks within deadlines
  • Educated clients on proper use of products and systems
  • Excellent communication skills, both verbal and written
  • Proven ability to learn quickly, adapt to new situations and new software applications

Service Operations Coordinator

Thyssenkrupp Elevator
Raleigh
02.2016 - 01.2019
  • Completed weekly payroll for 20+ employees
  • Reviews weekly report of unreceived invoices
  • Performs research and review for Service Manager, running Account History reports, weekly pre-invoicing reports, high profile service account, processing of Safety Inspections
  • Supports Operations Management and Field Technicians
  • Performs Oracle Install Base maintenance
  • Assists mechanics with Information Technology Service downloads, PDA troubleshooting and ordering, brochures, and tools
  • Creates safety inspection tickets and assigns job tickets to mechanics
  • Checks in technicians, sends down car listings and communicates information to supervisors
  • Provides status to Notice to Lessees and Operators, customers on open work orders and completed callbacks

Office Supervisor

Swagelok, NC/ TN
Wake Forest
04.2014 - 01.2016
  • The mentoring, training & professional development of the customer service associates
  • Monitored and evaluated personnel performance to complete annual reviews, recommend advancement, or address productivity concerns
  • Overseeing and implementation of bi-annual associates' performance reviews and bonus incentives
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers
  • Supported positive work culture that prioritized teamwork, professionalism, continuous learning opportunities
  • Standardized office structures and processes to promote collaboration and increased performance

Education

Information Technology System Administrator, Live-Online Program -

MyComputerCareer
Raleigh
07.2019

Associate degree~ Office Administration -

Salter College
West Boylston, Massachusetts
03.1990

Skills

  • Organization and Time Management
  • Analytical and Critical Thinking
  • Problem Resolution
  • Customer Relations
  • Interpersonal Communication
  • Conflict Resolution
  • Customer Support
  • Training abilities
  • Application support
  • Remote Support

Certification

  • Comptia A+ ce Certification
  • Comptia Server + Certification
  • Linux Essentials (LPI)
  • MTA Security & MTA Server
  • MTA Mobility
  • MTA Networking Fundamentals

Technicalskillssummary

LAN/WAN/VLAN| VOIP |Active Directory/VPN |Windows Server/Window, 8.1, 10, 11 VMWare, Virtual PC | TCP/IP, Custom Microsoft Dynamics Customer Relationship Management Software (similar to ServiceNow software), NetSuite, Document Management System Software, MS Office Suite, SQL, Oracle, SAP, Servigistics, FileMaker Pro4, Organizational Service Excellence Proactive and solution oriented for optimal outcomes, Payroll, Accounting, AR/AP, Logistics

Timeline

Software Support Analyst/Trainer

EWRInc
02.2020 - Current

Service Operations Coordinator

Thyssenkrupp Elevator
02.2016 - 01.2019

Office Supervisor

Swagelok, NC/ TN
04.2014 - 01.2016

Information Technology System Administrator, Live-Online Program -

MyComputerCareer

Associate degree~ Office Administration -

Salter College

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Christine Harpster