Overview
Work History
Education
Skills
Timeline
Generic

Gorun Awakian

Germantown,MD

Overview

10
10
years of professional experience

Work History

Technical Support Representative

TJX Companies
06.2023 - Current
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Monitored systems in operation and quickly troubleshot errors.
  • Assisted with updating technical support best practices for use by team.
  • Created user accounts and assigned permissions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Translated complex technical issues into digestible language for non-technical users.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Customer Service Representative

Giant Food Store And Pharmacy
07.2014 - 10.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.

Education

Bachelor of Science - Cyber Operations And Warfare

University of Maryland Global Campus
Adelphi Maryland
05.2026

Skills

  • Technical Support
  • User Support
  • Systems Analysis
  • Videoconferencing
  • Application support
  • User credential management
  • Information Protection
  • Customer Service
  • Call Center Operations
  • Customer service expert
  • Issue Troubleshooting
  • Technical documents comprehension
  • Remote Support
  • Account updating
  • Application installations
  • Technical Troubleshooting
  • Technical Documentation
  • Online Chat Support
  • Call Management
  • Customer Success Management
  • Complaint resolution

Timeline

Technical Support Representative

TJX Companies
06.2023 - Current

Customer Service Representative

Giant Food Store And Pharmacy
07.2014 - 10.2017

Bachelor of Science - Cyber Operations And Warfare

University of Maryland Global Campus

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Gorun Awakian