FALLON DUCKINS
Summary
Enthusiastic Customer Support Specialist with 15 years of experience providing support in various industries. Known for effectively resolving technical issues and enhancing user experiences. Highly collaborative, with strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability. Recognized for leadership skills and a passion for delivering world-class customer service.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
PayPal
04.2019 - 11.2024
- Resolved 70 technical support inquiries per day.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Provided prompt technical support through email, chat and phone channels, achieving a 95% customer satisfaction rate.
- Increased first-call resolution rates by 20% with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- Developed strong relationships with clients through consistent communication and follow-up procedures, fostering trust and loyalty.
Customer Service Team Leader
Enova International
09.2010 - 02.2019
- Resolved 30 escalated customer complaints daily, ensuring swift resolution and preventing further dissatisfaction.
- Monitored key performance indicators (KPIs) and metrics, identifying areas for improvement and implementing strategic solutions to enhance efficiency.
- Trained and supervised 30-40 customer service representatives in providing quality service to customers.
- Developed and implemented on-boarding training material, reducing preparation by 60%.
- Enhanced team performance through coaching, feedback and effective communication, increasing team efficiency by 25% with higher job satisfaction reported amongst staff.
- Helped over 100 customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Criminal Justice
Chicago State University
Chicago, IL12-2010
Skills
- Technical troubleshooting
- Account management
- Remote diagnostics support
- Empathy and patience
- Data entry
- Attention to detail
- Conflict resolution
- Coaching and mentoring
- JIRA software
- Zendesk experience
- Computer proficiency and Microsoft office
Certification
- Substitute Teaching License - IL Department of Education.
Timeline
Technical Support Specialist
PayPal
04.2019 - 11.2024
Customer Service Team Leader
Enova International
09.2010 - 02.2019
Bachelor of Science - Criminal Justice
Chicago State University
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