Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Crystal Levine

The Bronx,NY

Summary

Proficient in diagnosing and resolving technical issues across various platforms, including Windows, macOS, and Linux, with a strong understanding of networking protocols and VPN configurations. Exceptional customer service skills, demonstrated through effective communication, empathy, and conflict resolution, ensuring high levels of customer satisfaction and efficient problem resolution.

Overview

3
3
years of professional experience

Work History

Sales Associate

UNOde50
New York, NY
11.2022 - Current
  • Maintained up-to-date knowledge of store merchandise and policies.
  • Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
  • Upsold additional items based on customer interests and needs.
  • Assisted customers with product selection, sizing and styling.
  • Handled customer complaints in a professional manner.
  • Contributed to the training of recently hired employees in effective customer service methods
  • Organized merchandise shelves according to company standards for visual appeal.
  • Generated weekly, monthly, quarterly reports on inventory movements and stock levels.

Tier 2 Technical Support Specialist

Centene
Tampa, FL
11.2021 - 03.2022
  • Tracked customer information such as contact details, hardware configurations.
  • Handled and successfully resolved inbound customer calls and emails pertaining to technical issues and product-related inquiries.
  • Conducted training sessions for users regarding application usage and functionality.
  • Performed remote troubleshooting sessions with customers using virtual tools such as TeamViewer or LogMeIn.
  • Diagnosed system errors and performed troubleshooting steps.
  • Provided step-by-step guidance to customers on software installations and updates.
  • Provided technical support to customers utilizing Microsoft products such as Windows, Office and Skype.

Tier 1 Technical Support Representative

Concentrix
Tampa, FL
03.2021 - 10.2021
  • Created and maintained knowledge base articles to assist customers and team members.
  • Managed High Call Volume: Efficiently handled between 50 and 100 technical support calls daily.
  • Utilized CIMT for Issue Resolution: Expertly used Customer Issue Management Tool (CIMT) to diagnose and resolve technical issues, successfully addressing approximately 50% of daily inquiries.
  • Provided prompt and accurate technical support to enhance customer satisfaction and ensure positive user experiences.
  • Successfully resolved a wide range of technical issues by applying analytical thinking and problem-solving abilities, from software malfunctions to connectivity glitches.

Education

Some College (No Degree) - Information Technology

Orange Community College
Middletown, NY

Skills

  • Technical Skills: Windows, macOS, Linux, Networking, TCP/IP, VPN, Remote Desktop, Active Directory, Microsoft Office Suite, CRM Software, Ticketing Systems
  • Customer Service: Excellent communication, Empathy, Patience, Conflict resolution, Active listening
  • Analytical Skills: Problem-solving, Root cause analysis, Data interpretation
  • Soft Skills: Team collaboration, Time management, Attention to detail, Multitasking
  • Team Collaboration: Working well with colleagues to share information, strategies, and support each other in providing excellent customer service

Affiliations

Tattoo Artist

Timeline

Sales Associate

UNOde50
11.2022 - Current

Tier 2 Technical Support Specialist

Centene
11.2021 - 03.2022

Tier 1 Technical Support Representative

Concentrix
03.2021 - 10.2021

Some College (No Degree) - Information Technology

Orange Community College

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Crystal Levine