Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jacquelyn Quinn

Williamsville,NY

Summary

Detail-oriented Technical Customer Support Specialist 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. Proven skill in resolving problems quickly on first call.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Human Resource Professional

Building Blocks Coalition, Inc
03.2015 - Current
  • Maintained high levels of focus, entering large volumes of data accurately within tight deadlines.
  • Collaborated with cross-functional teams to ensure timely and accurate data input for various projects.
  • Managed approximately 50 incoming calls, emails and faxes per day from customers.
  • Optimized data storage by categorizing records according to established procedures and guidelines.
  • Performed regular audits of entered data, identifying discrepancies and rectifying errors promptly.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Remote Technical Customer Support Specialist

Sutherland Global Service
02.2017 - 08.2021
  • Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
  • Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
  • Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
  • 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.
  • Provided technical support to clients, guiding them through troubleshooting processes and resolving software-related issues using Salesforce and Zendesk CRM software.
  • Handled 75 daily escalated customer concerns and complaints, de-escalating situations and finding satisfactory resolutions; exceeding weekly targets by 25 percent.
  • Configured and tested new software and hardware.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.

Education

Bachelor of Arts - Business Administration

SUNY Empire State College
Saratoga Springs, NY
05.2018

Skills

  • Ticketing System Experience
  • Empathy and patience
  • CRM Software Usage
  • Customer Service
  • Appointment Scheduling
  • Call Center Operations
  • Product Troubleshooting
  • Complaint resolution
  • Problem-Solving
  • Attention to Detail
  • Microsoft Windows and Office
  • Active Listening
  • Highly Professional
  • Collaborative Team Player
  • Technical Support
  • Payroll Management
  • Communication - Written & Verbal

Certification

Microsoft Office Video Training Courses: (Word, Excel, PowerPoint)Microsoft - Online

Timeline

Remote Technical Customer Support Specialist

Sutherland Global Service
02.2017 - 08.2021

Human Resource Professional

Building Blocks Coalition, Inc
03.2015 - Current

Bachelor of Arts - Business Administration

SUNY Empire State College

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Jacquelyn Quinn