Summary
Overview
Work History
Education
Skills
Timeline
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Crystal Ingersoll

Greenville,MI

Summary

Adept at enhancing customer experiences and resolving complex issues, I leveraged my technical support and problem-solving skills at Peckham Inc. to significantly boost satisfaction and efficiency. Known for exceptional mentoring and customer service expertise, I consistently turned challenges into positive outcomes, demonstrating a proven track record of success in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Peckham Inc.
10.2017 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.

Retention Customer Service Representative

Spectrum
01.2017 - 10.2017
  • Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered personalized assistance based on each client''s unique situation, leading to higher success rates in retaining customers.

Security Guard Officer

Securitas Security Services USA
05.2015 - 12.2016
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
  • Created a welcoming atmosphere for guests while maintaining strict vigilance over potential security hazards or breaches.
  • Provided prompt response to emergency situations, ensuring the safety of all individuals involved.

Education

Peckham Inc.
Grand Rapids, MI

High School Diploma -

Greenville Senior High School
Greenville, MI
04.2009

Skills

  • Technical Support
  • Customer service expert
  • Remote Support
  • Planning and coordination
  • Mentoring
  • Creative Problem-Solving
  • Learning Styles
  • Training Method Development

Timeline

Technical Support Representative

Peckham Inc.
10.2017 - Current

Retention Customer Service Representative

Spectrum
01.2017 - 10.2017

Security Guard Officer

Securitas Security Services USA
05.2015 - 12.2016

Peckham Inc.

High School Diploma -

Greenville Senior High School

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Crystal Ingersoll