Deszerae Cruz
Lauderdale Lakes,FL
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
7
7
years of professional experience
Work History
Billing/Technical Support Advisor
Kelly Connect Services
04.2022 - 11.2022
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Retention Specialist
Direct TV
08.2021 - 01.2022
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Reviewed successes and failures to learn from previous mistakes.
Senior Technical Support Advisor
Teleperformance USA
10.2018 - 05.2021
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed high levels of call flow and responded to Apple technical support needs.
- Assisted customers in identifying issues and explained solutions for any of their Apple devices.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Cashier/Sales Associate
Beauty Exchange Beauty Supply
08.2015 - 10.2018
- Helped customers complete purchases, locate items and join reward programs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
Education
Associate of Arts -
Broward College
Fort Lauderdale, FL06.2018
Skills
- Technical Troubleshooting
- Organizational Skills
- Apple IOS
- Responding to Technical Questions
- Tracking and Documentation
- Client Rapport-Building
- Issue and Resolution Tracking
- User Support and Troubleshooting
- Friendly and Patient
- De-Escalation Techniques
- Creative Issue Resolution
- Data Recovery
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Japanese proverb
Timeline
Billing/Technical Support Advisor
Kelly Connect Services
04.2022 - 11.2022
Retention Specialist
Direct TV
08.2021 - 01.2022
Senior Technical Support Advisor
Teleperformance USA
10.2018 - 05.2021
Cashier/Sales Associate
Beauty Exchange Beauty Supply
08.2015 - 10.2018
Associate of Arts -
Broward College
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