Emery Benson
Columbia,SC
Summary
Experienced professional with exceptional technical and engagement skills, offering a wealth of knowledge gained from years of customer-focused roles. Demonstrating an undeniable passion for technology, dedicated to ensuring both client and business success. Eager, engaging, and enthusiastic.
Overview
12
12
years of professional experience
Work History
IT System Admin
Long Term Care Health Solutions
04.2024 - 09.2024
- Resolved Tickets via FreshDesk to assist employees with various troubleshooting requests in over 80% of interactions.
- Utilized enterprise software such as Microsoft Azure and Microsoft Autopilot to confirm device and account security for users.
- Assisted with office equipment installs (computers, printers, TVs, etc) in newly opened Clinics.
- Streamlined IT processes with implementation of automation tools, improving overall efficiency.
Technical Support Expert
Verizon Wireless
03.2015 - 10.2023
- Enhanced customer experiences by incorporating device education in over 90% of interactions, leading to an 80% increase in customer confidence and engagement.
- Achieved an over 85% success rate in recommending Verizon products and services that improved user experience and service satisfaction while driving profit-based metrics.
- Handled customer escalations with courtesy, urgency, and empathy, ensuring a positive resolution in 90% of interactions.
- Resolved complex technical issues by utilizing diagnostic tools, deductive reasoning, and troubleshooting procedures.
Assistant Store Lead
RadioShack
10.2012 - 03.2015
- Streamlined customer navigation and product selection, resulting in an over 45% daily increase in customer engagement.
- Embraced managerial duties, including conducting monthly inventory counts, processing daily bank deposits, and overseeing weekly shipments to maintain operational excellence.
- Delivered outstanding curated experiences to customers by addressing their needs directly, significantly contributing to overall satisfaction and retention by over 85%.
- Participated in regional conference calls bi-weekly, fostering a culture of continuous improvement and strategic alignment.
Education
Bachelor of Arts - Communication
Benedict College
Columbia, SC05.2012
Skills
- Computer Proficiency
- Customer Service
- Problem Resolution
- Technical Support
- Product Knowledge
- Remote Support
- Ticket Management
- Technical Troubleshooting
- Team Collaboration
- Active Listening
Timeline
IT System Admin
Long Term Care Health Solutions
04.2024 - 09.2024
Technical Support Expert
Verizon Wireless
03.2015 - 10.2023
Assistant Store Lead
RadioShack
10.2012 - 03.2015
Bachelor of Arts - Communication
Benedict College
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