Falone B. Kaseba
Loganville,GA
Summary
Customer Service and Technical Support Specialist with over 7 years of experience providing efficient, customer-focused support in high-volume and remote environments.
Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and a proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service/Sales
DHL Express
Alpharetta
05.2024 - Current
- Process orders and resolve customer inquiries efficiently.
- Maintain customer records and financial accounts.
- Generate and qualify new business leads via digital channels.
- Manage sales activities, appointments, and pricing proposals.
- Conduct customer training on DHL digital solutions.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Developed and maintained courteous and effective working relationships.
Technical Support Specialist
Fiserv / Clover
04.2020 - 05.2024
- Delivered Tier 1 & 2 support for POS systems and payment platforms.
- Exceeded KPIs including first-call resolution and CSAT scores.
- Diagnosed and resolved hardware/software issues across multiple systems.
- De-escalated complex customer issues remotely.
Technical Support Specialist
Fiserv / Clover
04.2020 - 05.2024
- Provided technical support for enterprise clients across multiple industries.
- Maintained 90%+ customer satisfaction rating.
- Contributed to internal documentation and team training.
Remote Technical Support Representative
Computer Generated Solutions
Norcross, GA
05.2015 - 04.2020
- Resolved technical issues for enterprise clients across multiple industries and systems.
- Maintained 90%+ satisfaction rating through empathetic customer interactions and accurate issue resolution.
- Contributed to support documentation and training initiatives to improve team efficiency.
Education
Associate of Business Administration -
Gwinnett Technical College
Lawrenceville, GAHigh School Diploma -
Loganville High School
Loganville, GASkills
- CRM Systems (Salesforce, Zendesk)
- Technical Troubleshooting
- Remote Work & Time Management
- Conflict Resolution & De-escalation
- Multisystem Navigation
- Customer service
- Critical thinking
- Active listening
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Strong Communication & Documentation
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Documentation
- Quality control
- Live chat support
- Customer education
- Dispute resolution
- Sales expertise
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
Languages
English
French
Limited Working
Swahili
Limited Working
Timeline
Customer Service/Sales
DHL Express
05.2024 - Current
Technical Support Specialist
Fiserv / Clover
04.2020 - 05.2024
Technical Support Specialist
Fiserv / Clover
04.2020 - 05.2024
Remote Technical Support Representative
Computer Generated Solutions
05.2015 - 04.2020
Associate of Business Administration -
Gwinnett Technical College
High School Diploma -
Loganville High School