Denisse Figueroa
Loudon,TN
Summary
Dedicated support professional with extensive experience addressing client needs and resolving inquiries promptly and effectively. Proficient in managing client interactions, troubleshooting issues, and ensuring customer satisfaction. Skilled in utilizing various software tools and systems to streamline support processes. .
Overview
6
6
years of professional experience
Work History
Client Support Specialist
Nearpod
11.2022 - Current
- Researched, identified and responded to client inquiries expeditiously, providing reactive and proactive customer support.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Delivered high level of service to clients in effort to build upon relationships for future.
- Delivered exceptional client experience and encouraged repeat business.
- Applied client feedback to deliver information to management for corrective action.
- Worked closely with product development and quality assurance teams to serve as voice of customer (VOC) internally and drive resolution of issues.
- Diagnosed technical problems and communicated solutions to customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted available products and services to customers during service, account management and order calls.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
IT Support Specialist
Nearpod
Dania Beach, FL
10.2021 - Current
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Resolved a variety of technical problems, from software to hardware, using troubleshooting to diagnose and restore
- Training end-users on hardware functionality and software programs
- Updating computer software
- As well as upgrading hardware and systems
- Keeping track of technological advancements and trends in IT support
- Troubleshooting on Mac OS systems
Client/Print Services Manager
Office Depot Inc
Miami Beach, FL
01.2019 - 05.2021
- Delivered a high level of service to clients in effort to build upon relationships for the future
- Assessed monthly reports to review client activity and identify opportunities
- Updated clients on a consistent basis regarding projects and answered questions quickly and with knowledgeable support
- Recruited and trained employees and provided evaluations with feedback to cultivate a highly talented team
- Provided exemplary coaching to all department employees, realizing successful increase in team morale
- Conducted research to determine top prospective clients and continually cultivated sales
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service
- Oversaw addressing of customer requests for friendly, knowledgeable service and support
- Drove customer escalations to resolution by engaging directly with clients
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities.
Tech Support/Solutions Advisor
Office Depot
Miami Beach, FL
07.2018 - 01.2020
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
- Generated reports and updated files and documentation
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions
- Resolved a variety of technical problems, from software to hardware, using troubleshooting to diagnose and restore
- Collaborated with a support team to assist clients
- Installed software and operating systems
- Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
Education
Bachelor of Arts - Information Technology
Florida International University
12.2020
Associate of Arts - Computer Science
Miami Dade College
04-2016
Skills
- Client rapport
- Business services support
- Customer retention
- Software Configuration
- Coding understanding
- Staff training
- Troubleshooting skills
- Windows/Mac Operating System
- Google Workspace
- JAMF Admin
- Jira/Zendesk
- Client Relationship Building
- Client Service Excellence
- Direct Sales
- Order Processing
- Credit Card Payment Processing
- In-Store Support
- Problem Resolution
- Strong Analytical and Problem Solving Skills
- Administrative and Office Support
- Account Updating
- CRM Software
- Technical Troubleshooting
Languages
Spanish
Professional
Timeline
Client Support Specialist
Nearpod
11.2022 - Current
IT Support Specialist
Nearpod
10.2021 - Current
Client/Print Services Manager
Office Depot Inc
01.2019 - 05.2021
Tech Support/Solutions Advisor
Office Depot
07.2018 - 01.2020
Bachelor of Arts - Information Technology
Florida International University
Associate of Arts - Computer Science
Miami Dade College
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