Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Hi, I’m

Eric Potter

Judge a man by his questions rather than his answers.
Voltaire
Eric Potter

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

19
years of professional experience

Work History

Alorica

Tech Support
05.2017 - 01.2023

Job overview

  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Trained users on how to operate programs.
  • Responded to telephone, email and in-person inquiries regarding system operation, use and repair.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Chase Capital Realty

Customer Service Representative
02.2004 - 04.2017

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Consulted with outside parties to resolve discrepancies and create expert solutions.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
  • Handled over 60 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.

Education

City Colleges of Chicago-Kennedy-King College
Chicago, IL

No Degree from Computer And Information Systems Security
01.2025

City Colleges of Chicago-Malcolm X College
Chicago, IL

Associate of Science from Computer And Information Sciences
06.2003

Skills

  • Repair Expertise
  • User Training Expertise
  • Issue Resolution
  • Component Replacements
  • Program Installations
  • Mozilla Firefox
  • Office Support
  • Computer System Diagnostics Software
  • LAN and WAN Assessment
  • Computer Hardware Knowledge
  • Resolve Technical Problems
  • Troubleshooting
  • Software and Hardware Assistance
Availability
See my work availability
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tuesday
wednesday
thursday
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saturday
sunday
morning
afternoon
evening
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Timeline

Tech Support

Alorica
05.2017 - 01.2023

Customer Service Representative

Chase Capital Realty
02.2004 - 04.2017

City Colleges of Chicago-Kennedy-King College

No Degree from Computer And Information Systems Security

City Colleges of Chicago-Malcolm X College

Associate of Science from Computer And Information Sciences

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Eric Potter