Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Don Gross

Temple,TX

Summary

Highly motivated individual seeking to obtain employment as a care coordinator in the Customer Service Support field where I can utilize my customer service skills and problem-solving resolution capabilities on time to provide support to resolve customer concerns and questions through a series of troubleshooting methods in a virtual call center environment.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Apple Technical Support Representative

Kelly Connect
Temple, TX
09.2022 - Current
  • Resolved customer issues through effective troubleshooting and escalated unresolved cases to senior technicians.
  • Conducted in-depth research on product-related issues, identifying solutions and delivering accurate information to customers.
  • Documented all technical support activities, including processes, updates, and modifications made.
  • Assisted customers with installation of new hardware and software applications, ensuring proper setup.
  • Utilized remote access tools to connect with customers' systems for efficient problem resolution.
  • Guided customers through solutions step by step, ensuring clarity and conciseness.
  • Provided timely support via phone, email, and chat to resolve customer problems effectively.

Technical Support

Dynamics Office and Accounting Solutions
San Francisco, CA
05.2022 - 08.2022
  • Conducted research on product-related issues, identifying effective solutions for customer inquiries.
  • Provided technical assistance via phone, email, and chat support, ensuring prompt resolution.
  • Documented all technical support activities, including processes and updates for reference.
  • Resolved escalated customer service issues efficiently to maintain high satisfaction levels.
  • Collaborated with sales, marketing, and engineering departments to address customer needs.
  • Ensured compliance with company policies regarding technical support operations and documentation.
  • Developed comprehensive system documentation, user manuals, and troubleshooting guides.
  • Created detailed reports on customer feedback and complaints for management review.

Tier 3 RSS Advocate Web Tech Support

Teleperformance
Killeen, Texas
10.2018 - 05.2022
  • Ensured compliance with privacy laws and data protection regulations.
  • Maintained detailed records of customer interactions, transactions, and complaints.
  • Resolved customer complaints promptly, achieving high satisfaction scores.
  • Delivered timely follow-ups on unresolved inquiries to provide status updates.
  • Utilized problem-solving techniques to proactively address recurring issues.
  • Escalated unresolved matters for further investigation or specialized expertise.
  • Educated customers to reduce future inquiries and enhance service efficiency.
  • Developed creative solutions to complex problems, minimizing cost impacts on company.

Owner

Don’s 2018Centex Restoration / Don Gross construction/bird home improvements
Various Locations, United States
02.1992 - 02.2018
  • Conducted comprehensive research and data analysis to support strategic planning and decision-making.
  • Contributed innovative solutions to enhance team performance and achieve optimal outcomes.
  • Engaged customers through effective interpersonal skills, fostering positive relationships.
  • Provided exceptional service to customers via face-to-face interactions and phone conversations.
  • Assisted with customer inquiries to improve satisfaction and resolve issues promptly.
  • Collaborated with diverse teams to accomplish goals related to products and services.
  • Managed time effectively, ensuring completion of tasks within deadlines.
  • Promoted high customer satisfaction by resolving issues with knowledgeable service.

Education

Bachelor of Social Work -

University of Wisconsin Oshkosh
Oshkosh, Wisconsin
06.1981

Associates of Fire Science -

Fox Valley Technical Institute
Appleton, Wisconsin
06.1977

Skills

  • Skilled in administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures and terminology
  • Vast knowledge of the techniques and procedures of software and network support
  • 30 years of in-person and over-the-phone customer support experience
  • 20 years’ experience with personal computer equipment as well as advanced personal computer word processing, spreadsheet, databases, and Windows skills
  • Able to read and understand technical manuals, procedure documentation, and OEM guides while conducting research into PC issues and products as required
  • Training in how to assemble and disassemble personal computer components
  • Experience in tasks such as installing, configuring, troubleshooting, and maintaining all of the software applications and peripheral equipment including Weapons systems on the COBRA helicopter System with the US Army for 3 years
  • Strong communication and training skills and be able to communicate technical information to non-technical
  • Ability to work independently and perform all of the duties of the position efficiently
  • Provides excellent customer service, guiding customers through step-by-step solutions that include customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
  • Collects customer’s information and determines issues by evaluating and analyzing
  • Understand written sentences and paragraphs in work-related documents
  • Monitoring/Assessing performance to make improvements and take corrective action
  • The ability to listen and understand information and ideas presented through spoken words and sentences
  • Perform research for resolving complex problems and issues as well as identifying and escalating priority issues
  • Has worked on Supervisor Escalation Line
  • Customer follow-up as per department/company practice, processes and records all communications transactions
  • Follows department policies and procedures accurately and efficiently
  • Excellent communication skills (verbal and written)
  • Able to work in a fast-paced, high-stress environment
  • Skilled in MS Office Specifically Outlook, Word, and Excel
  • Time management and multi- tasking skills
  • Knowledgeable of business and management principles involved in strategic planning resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources
  • 30 years of managing own company in construction and restoration work
  • Work quickly and accurately using basic addition and multiplication
  • Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
  • Willing to work when needed, very flexible to department needs
  • Work well with others and receive constructive criticism well to improve
  • Customer Support Representative for Medicare and United Health Care
  • East, West, DSNP, PDP, Outbound Campaign, and Presently Tire2 RSS
  • Worked as a Service UHC Trainer during Ramp for Annual Enrollment Period
  • Worked as Tech Support for Pure Talk assisting customers to fix and set up their Phones This was a Temporary assignment Through Dynamics Office and Accounting Solutions
  • I also have worked in Tech support for United Healthcare Care assisting the Elderly to get into their web Portals
  • Now employed at Kelly Connect as MAC tech support for Apple Inc
  • Technical troubleshooting
  • Remote access tools
  • System documentation
  • Customer relationship management
  • Product research
  • Software installation
  • Technical support
  • Interpersonal communication
  • Problem solving
  • Time management
  • Conflict resolution
  • Team collaboration
  • Advanced troubleshooting
  • Software diagnostics
  • Flexibility
  • Problem sensitivity
  • Apple product expertise
  • Technical problem solving
  • Operating system proficiency
  • Client relationship building
  • Expert troubleshooting
  • Cross-functional support
  • Collaborative team player

Certification

Google IT Support Program, Waco, Texas Sept 2018-March 2019 Certificate/Google IT Support Program

References

  • Omar, Reyes, Supervisor, (956) 803-6539, Teleperformance
  • Azsha, Cooper, Team Lead, (505) 730-7413, Kelly Connect
  • Leah, Knight, Team Lead, (706) 534-4300, Kelly Connect
  • Brian, Sandlin, (254) 314-4991
  • Malik, Williams, (352) 213-3703
  • David, Weider, (606) 350-8442

Timeline

Apple Technical Support Representative

Kelly Connect
09.2022 - Current

Technical Support

Dynamics Office and Accounting Solutions
05.2022 - 08.2022

Tier 3 RSS Advocate Web Tech Support

Teleperformance
10.2018 - 05.2022

Owner

Don’s 2018Centex Restoration / Don Gross construction/bird home improvements
02.1992 - 02.2018

Bachelor of Social Work -

University of Wisconsin Oshkosh

Associates of Fire Science -

Fox Valley Technical Institute

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Don Gross