DAVIAN WAFER
Dallas,Tx
Summary
TECHNICAL SUPPORT Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Customer Service Microsoft Office Suite Inbound & Outbound Calling
Overview
7
7
years of professional experience
Work History
Quality Control Consultant
Varo
10.2020 - Current
- Researched, Analyzed, and reviewed internal processes, and regulatory information and utilize tools to deliver accurate reviews of critical back office functions.
- Assessed internal processes and made recommendations to streamline procedures to reduce risk and align with regulatory requirements.
- Effectively document, report, and communicate audit findings and recommendations across
- Collaborated and consulted with leaders and executive management
- Used ticketing systems to manage and process support actions and requests
- Reviewed and analyzed complaint data to gauge negative customer impact points within a process
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assist the Quality Assurance program with risk-related activities- including but not limited to
- Dispute Arbitration, training, and scorecard development
Customer Support Technical Representative
Spectrum
08.2017 - 09.2020
- Actively engaged and provided superior service to our inbound customers
- Assisted with updating technical support best practices for use by team
- Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, mediation, enhancement, troubleshooting and, when required, de-activation.
- Handled full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources.
- Effectively assessed and troubleshooted equipment issues
- Utilized problem solving skills to resolve customer questions and concerns.
Education
Penn Foster College
Scottsdale, AZ05.2022
Skills
- Type 80 WPM
- Technical Support
- Live Chat
- Troubleshooting proficiency
- Customer focused empathy
- Creative problem solving
- Multi-Tasking
- Technical issues
Timeline
Quality Control Consultant
Varo
10.2020 - Current
Customer Support Technical Representative
Spectrum
08.2017 - 09.2020
Penn Foster College