Jillian Tyler
Fort Smith,AR
Summary
Experienced technical support professional with over 5 years in the industry, adept at delivering top-notch technical assistance and solutions to diverse clientele. Skilled in troubleshooting complex hardware and software issues, with a proven track record of enhancing operational efficiency and customer satisfaction. Proficient in utilizing a wide range of diagnostic tools and methodologies to identify and resolve technical problems swiftly. Known for clear communication and the ability to translate technical jargon into understandable language for users of all levels. Committed to continuous learning and staying abreast of emerging technologies to provide cutting-edge support in dynamic environments.
Overview
9
9
years of professional experience
Work History
Technical Support Associate- Treasury Management
MUFG Union Bank Holdings Corp. N.A.
Jersey City , NJ
01.2020 - 05.2024
- Lead Technical Expert of the Treasury Management Division.
- Provided pre/post technical and operational support on the phone and ensuring clients are fully enabled to utilize the features of various programs and applications.
- Partnered with Sales Officers on product demonstrations and training.
- Provided proactive recommendations and solutions on complex technical/business issues.
- Educated clients on product related risk.
- Managed Global Enterprise Projects and Databases.
- Served as lead dedicated client service support and primary escalation professional for complex transaction queries.
- Provided on call remote pre/post sales customization, installation, training and ongoing technical and operational support of software, systems, sub-systems and/or applications for customers requiring remote diagnostic.
- Served as technical expert on installation, operation, configuration, upgrades, customization, and usage of assigned products.
- Applied diagnostic techniques to identify problems, investigate causes, recommended solutions to correct common failures and documents resolutions.
- Coordinated systems and application design, modification, trouble shooting and implementation with the client, information services, and other operational areas of the Bank as appropriate.
- Created efficient methods by engaging in research and studied to master product knowledge to resolve challenging client issues and conduct root cause analysis.
- Maintained documentation of each client(SalesForce) utilizing Treasury Management services to allow for an adequate level of support. For potential or desired follow-up services (sales) or problem escalation.
- Provided technical expertise and support to clients in risk-assessments and the implementation of appropriate data security policy, procedures, and products.
- Performed maintenance and repair services. Ensure client satisfaction by advising customers on preventive maintenance and configurations, which may impact product performance.
- Took action and responsibility for security including intrusion detection and unauthorized use.
- Led support to Treasury Management team with product enhancements, new products, and database management.
- Obtain certified to Comply fully with all Bank Operational and Credit Policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices.
Customer Service Representative (Remote)
Asurion Insurance Services
Nashville , TN
01.2018 - 01.2020
- Owned the customer experience to offer customers a value-added experience with premier customer service through relationship and rapport building and swift identification and resolution of technology issues all while demonstrating empathy and assurance for the customer throughout the call or chat.
- Assisted customers with a variety of technical support needs for total home set up within a complex network of connected devices while providing education and device optimization suggestions for mobile devices, tablets, computers, laptops, Smart TV's, home entertainment or theatre systems, gaming systems, vehicles, home energy and security systems and/or other consumer electronics.
- Made the experience easy for customers by simplifying the troubleshooting experience, demonstrating empathy and assurance for issues, swift identification and resolution of technology issues and identifying other opportunities to add value through relationship and rapport.
- Produced the ability to provide next steps options to customers to resolve their issues including claim filing and buyouts.
- Leveraged resources including will use knowledge management systems, client systems, and other diagnostic tools to resolve complex technology, connectivity, and synchronization issues. Proactively identify and research new technology trends and solutions for inclusion in the knowledge base.
- Achieved customer experience goals (Ownership / Resolution, Customer Choice / Satisfaction, Call Resolution Time, First Call Resolution, Transfers, etc.) and other performance metrics including internal Quality, Attendance and Adherence goals.
- Produced comfortability while speaking to the customers about the features and benefits of the product to upsell any products offered as part of the role, as well as met goals on customer retention for those services.
- Demonstrated ability to communicate clearly and sufficiently, both verbally and in writing. Supervisor level ability to communicate complex technical information in a professional and engaging manner.
- Provided proficiency with a variety of knowledge management systems (KMS) and/or helpdesk reporting tools to deliver efficient technical support.
- Demonstrated high energy and relentless passion for new and emerging technologies.
- Proved ability to make decisions in a timely manner, sometimes with limited information and under tight timelines. Cool under pressure and does not easily become defensive, irritated or show frustration when faced with the unexpected or resistance.
Technical Support Representative
Foster Technology Group
Burlington, KY
02.2015 - 01.2018
- Provided remote technical support via phone, email, chat, or other communication mediums.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Troubleshot network connectivity issues and provided remote technical support to customers.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided remote technical support to customers experiencing issues with product usage or installation procedures.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Provided technical support for remote users connecting to the corporate network via VPN or other methods.
- Provided technical support to end-users when needed by walking them through step-by-step instructions over the phone or remotely connecting into their machine via remote desktop protocol.
- Identified process improvements to increase efficiency of technical support operations.
- Provided on-site and remote support to end users experiencing technical issues with the applications.
- Provided technical support to team members throughout the duration of the project.
- Provided technical support related to information security issues.
- Provided technical support on existing software applications.
- Provided technical support to customers for online transactions.
- Provided technical support when troubleshooting malfunctioning equipment.
- Provided technical support for customers who encountered bugs.
- Provided technical support to customers with product inquiries.
- Provided technical support whenever needed during sessions.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Education
Bachelor of Science - Information Technology
University of Phoenix
Phoenix, AZ04-2023
Skills
- Hardware Configuration
- Scripting Languages
- Active Directory
- Network configuration
- Data Recovery
- Data Collection
- Incident Reporting
- Remote Support
- Application support
- Operating systems
- Troubleshooting
- Software Installation
- System Administration
- Technical Support
- User Support
- Performance Testing
- Customer Service
- DHCP/DNS Ethernet and Firewall proficient
- LAN/WAN
- Call Center Operations
- Technical documents comprehension
- Hardware upgrades
- Cash Management
- Credit analysis
- Portfolio Management
- Cash Flow analysis
- Investment strategies
- Microsoft Excel
- Debt management
- Budget Planning
- Forecasting
- StataCorp Stata
- FX AII Software
- Matlab
- Auditing
- Variance Analysis
- Investment Analysis
- Statement Review
- Risk Mitigation
- Financial Planning
- Due diligence
- Business Development
- Client Relationship Development
- Invoice Verification
- Trends Analysis
- Securities Valuation
- Impact Assessment
- Budget coordination
- Inbound and Outbound Calling
- Consultative Sales
- Data Entry
- Product Knowledge
- Call Management
- Account updating
- Scheduling
- Report Generation
- Complaint resolution
- Information Security
- Appointment Scheduling
- Conflict Resolution
- Document Control
- Project management abilities
- Typing 50 WPM
- Process Optimization
- Professional telephone demeanor
- Report Transcription
- De-Escalation Techniques
- Executive management support
- Retail Marketing
- Building rapport
- Problem Resolution
- Positive and professional
- Stock management
- Quality Assurance Controls
- CRM Software
- Product Promotion
- Lead Generation
- Microsoft PowerPoint
- Quality Control
- Microsoft Outlook
- Computer Proficiency
- Customer Relationship Management (CRM)
- Schedule mastery
- Coordination
- Retail sales customer service
- Prioritization
- Report Preparation
- Payment Processing
- Research
- Documentation
- Problem-solving abilities
- Complaint Handling
- Critical Thinking
- Customer Education
- Promotional support
- Minute Taking
- Dispute Resolution
- Order Fulfillment
- Call triaging
- Adaptive team player
- Staff Training
- Administrative Support
- Typing proficiency
- Receiving support
- High-energy attitude
- Clerical Support
- System implementation
- Multi-Task Management
- Calendaring
- Active Listening
- 10-Key
- Sales closing
- Microsoft Office expertise
- Microsoft Office Suite
- Warranty Service
- Client Relations
- Conflict Mediation
- Follow-up skills
- Spreadsheets
- Order Processing
Accomplishments
1. Implemented a proactive troubleshooting system that reduced downtime by 30% across the organization, resulting in enhanced productivity and cost savings.
2. Led a team in developing comprehensive training materials and workshops for new hires, resulting in a 50% decrease in onboarding time and improved first-call resolution rates by 20%.
3. Spearheaded the implementation of a customer feedback system, resulting in a 40% increase in customer satisfaction scores within the first six months.
4. Successfully resolved a critical network outage within two hours, minimizing business disruption and earning commendation from senior management for quick and effective problem-solving.
5. Developed and maintained a knowledge base repository, resulting in a 25% reduction in average handling time and improved self-service options for customers.
6. Played a key role in a major system migration project, coordinating with cross-functional teams to ensure seamless transition with zero data loss and minimal impact on customer operations.
Timeline
Technical Support Associate- Treasury Management
MUFG Union Bank Holdings Corp. N.A.
01.2020 - 05.2024
Customer Service Representative (Remote)
Asurion Insurance Services
01.2018 - 01.2020
Technical Support Representative
Foster Technology Group
02.2015 - 01.2018
Bachelor of Science - Information Technology
University of Phoenix
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