Evelyn Mata
Victoria,TX
Summary
Dynamic Technical Support Representative with a proven track record at BGCO, excelling in systematic troubleshooting and customer-focused assistance. Enhanced customer satisfaction through effective problem resolution and maintained comprehensive documentation. Skilled in remote support and adept at managing challenging situations with professionalism, turning conflicts into positive outcomes.
Experienced with troubleshooting technical issues to provide effective resolutions. Utilizes strong customer service skills to ensure client satisfaction and loyalty. Knowledge of various software and hardware systems to efficiently diagnose and solve problems.
Diligent [Desired Position] with solid background in technical support. Proven track record in troubleshooting technical issues and delivering high-quality customer service. Demonstrated ability in problem-solving and effective communication.
Overview
7
7
years of professional experience
Work History
Technical Support Representative
BGCO
12.2022 - 04.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
Business Account Specialist
Verizon Wireless
01.2020 - 07.2022
- Collaborated with cross-functional teams to develop customized solutions tailored to individual client needs.
- Implemented innovative strategies for enhancing sales performance, resulting in higher revenue generation from key accounts.
- Evaluated client feedback data, using insights gained to implement targeted improvements in service delivery processes.
- Trained junior team members on best practices in account management, contributing to a more skilled workforce.
- Facilitated smooth account transitions, ensuring seamless onboarding of new clients and minimal disruption to operations.
Customer Service Representative
Alorica/HnR Block
03.2017 - 10.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
No Degree - Comp TIA Certifications
Vantage College
El Paso, TX01-2016
High School Diploma -
Victory Homeschool Academy
El Paso, TX05-1996
Skills
- Systematic troubleshooting expertise
- Customer-focused technical assistance
- Product troubleshooting
- Remote support
- Technical troubleshooting
- Technical support
Languages
Spanish
Full Professional
Timeline
Technical Support Representative
BGCO
12.2022 - 04.2024
Business Account Specialist
Verizon Wireless
01.2020 - 07.2022
Customer Service Representative
Alorica/HnR Block
03.2017 - 10.2019
No Degree - Comp TIA Certifications
Vantage College
High School Diploma -
Victory Homeschool Academy
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