Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gregory Smith

Hampton,VA

Summary

Astute Customer Service skills with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. 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. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals.

Overview

16
16
years of professional experience

Work History

Customer Service (Hotel Reservations Support)

Sabre Hospitality Solutions
06.2023 - Current
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Streamlined communication for improved response times, resulting in positive customer feedback.
  • Collaborated with team members to develop effective strategies for handling challenging customer interactions.
  • Managed high call volume, maintaining professionalism and efficiency under pressure.
  • Utilized knowledge of products and services to guide customers towards optimal solutions that met their needs.
  • Developed comprehensive understanding of company policies and procedures to effectively assist customers with diverse requests.
  • Monitored trends in customer complaints, identifying areas for improvement in both processes and employee training.
  • Acted as liaison between customers and internal departments, facilitating resolution of complex issues.
  • Contributed to increased sales revenue by up-selling relevant products or services when appropriate during support calls.
  • Participated in ongoing professional development opportunities, staying current on industry trends and best practices related to customer support/service roles.

Customer Support Specialist (Peloton)

Sabre Hospitality Solutions
12.2022 - 06.2023
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.

Customer Support Help Desk

HPE
07.2008 - 04.2009
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Strengthened communication skills through regular interactions with others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Developed and maintained courteous and effective working relationships.

Education

Bachelor of Science - Computer Information Systems

Strayer University
Washington, DC
05.2009

Skills

  • Complaint Handling
  • Upselling abilities
  • Call center experience
  • Empathy Display
  • Patience Maintenance
  • Software Navigation
  • Social Media
  • Technical Troubleshooting
  • Call Management
  • Customer Service
  • Help Desk Support
  • User Support
  • Highly Professional

Timeline

Customer Service (Hotel Reservations Support)

Sabre Hospitality Solutions
06.2023 - Current

Customer Support Specialist (Peloton)

Sabre Hospitality Solutions
12.2022 - 06.2023

Customer Support Help Desk

HPE
07.2008 - 04.2009

Bachelor of Science - Computer Information Systems

Strayer University
Gregory Smith