Garrett Duncan
Troy,NY
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
13
13
years of professional experience
Work History
Field Support Specialist II
American National Insurance
09.2020 - Current
- Acted as direct representative of company, providing critical support to agents for Company software and applications
- Resolved software and application-related issues efficiently, ensuring minimal disruptions for Agents
- Meticulously logged each call and proactively identified common agent issues to drive future improvements and reduce potential issues for agents
- Collaborated with cross-functional teams to streamline processes, resulting in improved service quality and reduced response times.
- Responded to Agent inquiries and provided technical assistance over phone and via email.
- Enhanced team performance by sharing knowledge, best practices, and innovative problem-solving techniques with colleagues on a regular basis.
- Researched and identified solutions to technical problems.
Field Support Specialist I
American National Insurance
06.2019 - 09.2020
- Acted as direct representative of company, providing critical support to agents for Company software and applications
- Resolved software and application-related issues efficiently, ensuring minimal disruptions for Agents
- Meticulously logged each call and proactively identified common agent issues to drive future improvements and reduce potential issues for agents
- Collaborated with cross-functional teams to streamline processes, resulting in improved service quality and reduced response times.
Responded to Agent inquiries and provided technical assistance over phone and via email. - Enhanced team performance by sharing knowledge, best practices, and innovative problem-solving techniques with colleagues on a regular basis.
Researched and identified solutions to technical problems.
Associate Underwriter I
American National Insurance
11.2017 - 06.2019
- Represented the company by expertly reviewing and processing inbound requests
- Worked closely with State Underwriters and Agents to ensure the accurate and timely processing of requests
- Conducted policy reviews to guarantee proper rating and premium application.
- Reduced processing time for applications, ensuring timely decision-making while maintaining quality standards in risk assessment procedures.
Lead Qualifier & Inside Sales Consultant
Resource Marketing Corp.
07.2017 - 11.2017
- Directly represented the company, generating interest and qualifying potential customers for incentives and programs
- Successfully matched borrowers with suitable lenders, optimizing customer satisfaction
- Facilitated communication between borrowers and loan officers, streamlining the lending process.
- Managed a pipeline of qualified leads through CRM tools, ensuring proper tracking and follow-up activities were executed efficiently.
- Informed customers of promotions to increase sales productivity and volume.
- Managed friendly and professional customer interactions.
Warehouse Manager
Sycaway Creamery
01.2011 - 07.2017
- Demonstrated strong leadership in managing dairy cooler and ice cream freezer operations
- Oversaw incoming and outgoing shipments, ensuring accuracy and timeliness
- Maintained precise inventory counts, minimizing discrepancies
- Fostered effective communication with office personnel to enhance customer satisfaction.
- Created and enforced detailed organization processes to increase quality and service standards.
- Maintained established levels of goods based on sales forecasts and demand to fulfill orders on time.
- Increased warehouse efficiency by implementing new inventory management systems and procedures.
Skills
- Customer Service
- Error Detection
- User Support
- Technical Troubleshooting
- Problem-Solving
- Remote Support
- Creative Issue Resolution
- Customer Needs Assessment
Timeline
Field Support Specialist II
American National Insurance
09.2020 - Current
Field Support Specialist I
American National Insurance
06.2019 - 09.2020
Associate Underwriter I
American National Insurance
11.2017 - 06.2019
Lead Qualifier & Inside Sales Consultant
Resource Marketing Corp.
07.2017 - 11.2017
Warehouse Manager
Sycaway Creamery
01.2011 - 07.2017
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