Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Christopher C. Loos

Temple

Summary

Dynamic Customer Support Analyst with a proven track record at PDI, Inc., excelling in escalation management and technical troubleshooting. Developed impactful training materials and strategies that significantly enhanced customer satisfaction. Known for exceptional interpersonal skills, fostering strong client relationships while collaborating effectively across departments to resolve complex issues.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Support Analyst

PDI, Inc.
Temple
02.2021 - Current
  • Created training materials for new employees on how to handle customer support requests.
  • Monitored incoming emails and phone calls from customers seeking help or information about products and services offered by the company.
  • Implemented strategies designed to increase overall satisfaction levels among customers.
  • Trained new employees on best practices when handling customer inquiries or complaints.
  • Provided technical assistance to customers via telephone and email.
  • Documented customer interactions in the company's CRM system.
  • Collaborated with other departments such as marketing, sales, and IT to ensure successful resolution of complex problems.

Distribution Operator

Wilsonart LLC
Temple
01.2018 - 01.2019
  • Responsible for maintaining, operating, training and troubleshooting one of a kind proprietary machinery.
  • Established training protocols were adopted by all shifts on those operating the machinery.
  • Provided aid to other sections to fulfill distribution needs in overall warehouse production.
  • Quality Assurance maintain by following established training guidelines checklists.
  • Collaborated with senior staff about training inefficiencies increasing workflow and reduction of preventable loss.

Help desk

AFNI
Tucson
01.2014 - 01.2016
  • Responsible for customer service processing of technical issues, billing, and service upgrades for a major cellular company.
  • Maintained up to date knowledge of known issues, troubleshooting techniques, and store policies.
  • Provided on-job-training to employees to establish new procedures and processes established by training and development.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales and processing goals.
  • Quality Communication and record-keeping
  • Worked with computers and many different systems
  • Customer Service, Teir 2 technical, Sales
  • Peer-to-peer training on operational standards and promotional materials
  • Assisted customers over the phone regarding store operations, product

Education

Bachelor of Science - Cloud Computing

Western Governors University
Salt Lake City, UT
09-2026

CyberTex Institute of Technology -

CyberTex Institute of Technology
NE
01.2020

General Studies -

Pima Community College

Skills

  • Pursuing additional certifications to stay competitive
  • Cloud computing
  • Escalation management
  • Software troubleshooting
  • Technical troubleshooting
  • Has excellent interpersonal and social communication skills

Certification

  • CompTIA IT Operations Specialists issued 2020
  • CompTIA Secure Infrastructure Specialist issued 2020
  • CompTIA Cloud Admin Professional issued 2024
  • CompTIA Project+ issued 2024
  • LE-1: Linux Essentials issued 2023
  • AWS Certified Cloud Practitioner Issued 2023
  • Microsoft Certified: Azure Fundamentals issued 2024
  • Pursuing AWS Cloud Architecture & Azure Developer Associate currently

Timeline

Customer Support Analyst

PDI, Inc.
02.2021 - Current

Distribution Operator

Wilsonart LLC
01.2018 - 01.2019

Help desk

AFNI
01.2014 - 01.2016

Bachelor of Science - Cloud Computing

Western Governors University

CyberTex Institute of Technology -

CyberTex Institute of Technology

General Studies -

Pima Community College

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