Evan O'Bryant
East Lansing,MI
Summary
Detail-oriented professional with a strong background in customer relations and technical support. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Proven track record of thriving in high-stress environments, ensuring customer satisfaction and collaborating effectively with teams. Motivated to contribute to company success while building relationships, cultivating partnerships, and growing businesses.
Overview
5
5
years of professional experience
Work History
Lead Mentor Technician
National Passport Center
2023.12 - 2024.06
- Mentored new employees and interns on CRM and Microsoft software
- Provided leadership and insight to newly hired employees to supply knowledge of various company programs.
- Trained and monitored employees to teach daily tasks and improve performance.
- Reported project progress, site problems and labor status to supervisors.
Customer Service Representative
National Passport Information Center (Contracted by Robert Half)
Lansing , MI
2024.01 - 2024.06
- Delivered prompt customer assistance, efficiently resolving issues with passport applications and renewals for the state of Michigan
- Skilled at ensuring the protection of sensitive personal data by following federal and state privacy regulations and protocols
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Enhanced response performance and reduced complaints by implementing a 15% reduction in customer service wait times
Technical Service Representative
Airlift Company
Lansing , MI
2022.01 - 2023.10
- Provided expert technical assistance and troubleshooting support for air suspension systems within a fast-paced call center environment.
- Demonstrated advanced product knowledge to solve customer issues.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Senior Lifeguard
Charlotte Aquatic Center
Charlotte , MI
2019.08 - 2021.12
- Ensured the safety of pool patrons in a busy community pool setting, overseeing daily operations and emergency protocols.
- Monitored behaviors for safety violations and took steps to prevent further violations.
- Led instructional classes to protect recreational users from dangerous situations.
Education
Bachelor of Science - Mechanical Engineering
Michigan State University
East Lansing, MI2027-04
Some College (No Degree) - Aviation Engineering
Lansing Community College
Lansing, MI2023-03
High School Diploma -
Charlotte High School
Charlotte, MI05.2021
Skills
- Inbound and Outbound Calling
- Technical Support
- Microsoft 365
- Microsoft Office Suite
- Excel Spreadsheets
- AI data collection and analysis
- Senior leadership support
- Conflict Resolution and De-escalation
- Strong Verbal and Written Communication
References
- Nicole Bell, Supervisor, 517-599-5873
- Mike Whitely, Supervisor, 517-667-8503
- Kaitlyn Mikko, Colleague, 517-989-5701
- Brian Baker, Team Lead, 517-242-6480
Timeline
Customer Service Representative
National Passport Information Center (Contracted by Robert Half)
2024.01 - 2024.06
Lead Mentor Technician
National Passport Center
2023.12 - 2024.06
Technical Service Representative
Airlift Company
2022.01 - 2023.10
Senior Lifeguard
Charlotte Aquatic Center
2019.08 - 2021.12
Bachelor of Science - Mechanical Engineering
Michigan State University
Some College (No Degree) - Aviation Engineering
Lansing Community College
High School Diploma -
Charlotte High School
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