EVENS PEROU
Brooklyn,NY
Summary
Detail-oriented Technical Support Specialist with 10+ years of extensive experience in technical support, customer support, and customer service. Troubleshoots highly technical issues with ease and patience. Strong ability to relay solutions in a simple and easy-to-understand manner for customers who are less technologically inclined.
Overview
12
12
years of professional experience
Work History
Customer Experience Manager
Artsy
03.2024 - Current
- Reduced response time to customer inquiries by optimizing support channels.
- Managed a minimum of 40 to 50 intricate tickets a day
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Utilized cross-functional teams for improved communication between departments and better customer experiences through multiple time zones.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Customer Delight Manager
Back Market
04.2023 - 09.2023
- Logged support tickets and closed when issues were resolved.
- Actioned at least 100 Tickets a week all whilst maintaining an excellent satisfaction rating
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Managed, verified, approved, and whitelisted payments from customers attempting to make payments using Adyen and Signifyd
- Responded to customer inquiries and provided accurate information about our products and services via live chat.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Sr. Concierge Customer Support Technician
Experience.com
12.2021 - 01.2023
- Assisted in training new Support Technicians and giving them the key information needed to solve over 100 tickets in their name in a 6-month span
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests (Mostly Salesforce).
- 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.
- Enhanced guest satisfaction by promptly addressing inquiries and providing personalized recommendations.
- Streamlined front desk operations for increased efficiency, managing reservations and check-in procedures.
Dedicated Client Success Specialist
Indeed
05.2021 - 10.2021
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
- Supported loan process by gathering loan documentation and assisting with loan processing and general loan analysis.
Technical Support Analyst - Tier 1
Bullhorn Inc.
08.2018 - 06.2021
- Used SalesForce to track, maintain and update at least 50 trouble tickets per week.
- Interfaced with customers and developers to diagnose problems and implement configuration requirements and solutions.
- Installed, configured and provided ongoing configuration management for both some UK and most US client base.
Head of Technical Services/Support
Lookit Design
09.2012 - 10.2018
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Documented daily activities, behaviors and incidents for permanent record.
- Learned and gained 5+ years of experience dealing with Zendesk whilst troubleshooting both basic and technical help desk issues
Education
Associate of Applied Science - Game Design
Bramson ORT College
Queens, NY12.2016
Skills
- Customer Education
- Service Ticket Tracking
- Leadership
- Management
- Customer Service
- Problem Description
- Reading Comprehension
- Configuring Devices
- Troubleshooting and Assistance
- Staff Training
- MS Office Proficiency
Additional Information
Available Upon Request
Timeline
Customer Experience Manager
Artsy
03.2024 - Current
Customer Delight Manager
Back Market
04.2023 - 09.2023
Sr. Concierge Customer Support Technician
Experience.com
12.2021 - 01.2023
Dedicated Client Success Specialist
Indeed
05.2021 - 10.2021
Technical Support Analyst - Tier 1
Bullhorn Inc.
08.2018 - 06.2021
Head of Technical Services/Support
Lookit Design
09.2012 - 10.2018
Associate of Applied Science - Game Design
Bramson ORT College
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