Frances Cherro

Job Profile Summary

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.

Job Description

Essential Functions/Core Responsibilities

• Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems

• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products

• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

• Serve as a resource to other support personnel

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Log all incoming calls and accurately complete case notes in the call tracking database

Achievements In Role

Pilot Program Start Up - Creating Curriculums, Establishing Metrics, Creation of Job Aids, Providing insights based on applied practices.

Job Profile Summary

The Advisor II, Technical Support responds to basic to complex inquiries of a technical nature including hardware/software, or other designated client products. This position assists external/internal users of the client's technical products or services by answering questions and solving problems involved in their use.

Job Description

Essential Functions/Core Responsibilities

• Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems

• Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products

• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

• Serve as a resource to other support personnel

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Log all incoming calls and accurately complete case notes in the call tracking database

Job Profile Summary

The Sr. Advisor I, Customer Service interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position requires broad knowledge of client products and/or services to resolve non-standard or escalated customer issues.

Essential Functions/Core Responsibilities

• Use problem solving skills, in conjunction with tools and resources, to resolve non-standard and/or escalated issues

• Answer questions independent of decision-support tools; including handling escalated calls from other customer support associatesservice advisor

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Clarify customer requirements; probe for understanding

• Solve problems or offer solutions that are that are generally unstructured and require extensive clarification

• Maintain in-depth knowledge of client products and/or services

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Offer additional products and/or services

• Adhere to shift schedules and maintain acceptable attendance. Provide required notification of absence according to company policy

Achievements in Role

High Praise Awards for metrics and attendance as well as assuming a T2 Advisory Agent role.

Job Profile Summary

Deliver swift and efficient service to bar customers as well as maintaining a clean and tidy workspace

Essential Functions/Core Responsibilities

• Demonstrating complete knowledge of food, beverage, and specials lists.
• Provided drink suggestions to customers based on their preferences.
• Prepared alcoholic and non-alcoholic beverages according to recipe standards.
• Kept track of all orders made by customers and communicated them promptly to kitchen staff.
• Monitored guests' alcohol consumption levels to prevent over-intoxication or underage drinking.
• Greeted customers and provided excellent customer service.
• Organized storeroom inventory of supplies such as cups, napkins, straws.
• Ensured proper sanitation of bar area, glassware, utensils, and equipment.
• Maintained inventory of liquor, beer, wine, and other beverage items.
• Performed opening and closing duties including restocking supplies.
• Managed cash drawer at the end of each shift ensuring accuracy of funds received.
• Processed payments accurately and efficiently with POS system.
• Resolved customer complaints in a professional manner.
• Followed safety protocols while handling sharp tools or dangerous chemicals.
• Attended regular training sessions to stay updated on new products or trends.
• Participated in weekly team meetings to discuss goals and objectives set by management.
• Developed good working relationships with fellow employees through effective communication.