Ivy Ann Dunn
Asheboro,NC
Summary
Detail-oriented Customer Service Support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Enthusiastic Technical Support Representative specializing in delivering outstanding customer service. Background in helping businesses promote products and services to drive sales. Analytical and thorough in tackling customer issues.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Concentrix
Cebu, Philippines
11.2013 - 04.2018
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Translated complex technical issues into digestible language for non-technical users.
- Fielded average of 70 inbound phone calls to deliver support and remotely resolve service issues
- Resolved system, hardware and telephone issues within first contact, improving efficiency among departments
Customer Service Representative
Sykes Asia
Cebu, Philippines
03.2011 - 02.2018
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating
Online English Tutor
Bibo Global Opportunity
Cebu, Philippines
02.2015 - 07.2015
- Applied in-depth understanding of course materials and tutoring tactics to help new students.
- Developed methods to teach independent study skills to help students excel academically.
- Tutored students to develop deeper comprehension of English course materials and better understanding of assignments to improve academic success.
- Varied teaching methods for verbal language instruction by expressing and selecting specific vocabulary clearly
Zumba Instructor
Freelancer
Cebu, Philippines
03.2011 - 02.2012
- Created unique choreography for classes.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Provided tips on course safety and watched students for signs of fatigue and injury.
Customer Service Specialist
Sykes Asia
Cebu, Philippines
03.2009 - 07.2011
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Developed customer service improvement initiatives that decreased customer wait times by 100%
Technical Support Representative (Project Based)
Sykes Asia
Cebu, Philippines
12.2008 - 02.2009
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Activated accounts for clients interested in new services.
- Handled 70 calls per day to address customer inquiries and concerns
Market Researcher
Western Wats Philippines
Lapu-Lapu, Cebu, Philippines
07.2008 - 11.2008
- Devised questionnaires, surveys and open forum discussions to generate real-time data collection from target demographic.
- Recorded accurate respondents' answers during interviews for future reference.
- Exceeded clients goals 75% by effectively applying analyzed data to marketing campaigns and sharing data interdepartmentally
Education
North Central San Fernando Elementary School
Cebu, Philippines03.2003
High School Diploma -
Notre Dame Academy
Cebu, Philippines03.2007
Airline Management (some College)
Cebu Aeronautical Technical School
Cebu, PhilippinesHigh School Diploma -
Academic Evaluation Services Inc.
Skills
- Multitasking and Prioritization
- Issue and Resolution Tracking
- Collaborative Team Player
- Hardware and Software Repair
- Troubleshooting Network Issues
- Attention to Detail
- Active Listening
- Technical Troubleshooting
- Verbal and Written Communication
- Customer Service Support
- Customer Communication and Empathy
- Online Chat Support
Timeline
Online English Tutor
Bibo Global Opportunity
02.2015 - 07.2015
Technical Support Representative
Concentrix
11.2013 - 04.2018
Customer Service Representative
Sykes Asia
03.2011 - 02.2018
Zumba Instructor
Freelancer
03.2011 - 02.2012
Customer Service Specialist
Sykes Asia
03.2009 - 07.2011
Technical Support Representative (Project Based)
Sykes Asia
12.2008 - 02.2009
Market Researcher
Western Wats Philippines
07.2008 - 11.2008
North Central San Fernando Elementary School
High School Diploma -
Notre Dame Academy
Airline Management (some College)
Cebu Aeronautical Technical School
High School Diploma -
Academic Evaluation Services Inc.