Jude Alexis
Riverview,Florida
Summary
Perceptive Senior Technical Support Specialist with established skills handling escalation request. Bringing over 2 years of professional experience in help desk and technical support services. Extensive knowledge of using and troubleshooting various computer issues and equipment. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Technical Support Specialist
Highlevel
Remote
02.2022 - Current
- Improved customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
- Streamlined internal processes for increased efficiency and better resource allocation within the tech support team.
- Reduced average ticket resolution time by implementing knowledge-sharing initiatives among team members.
- Provided exceptional customer service by consistently exceeding expectations in resolving technical challenges.
- Enhanced team productivity through regular training sessions on new technologies and industry best practices.
- Mentored chat representatives, helping them develop their problem-solving skills and technical expertise.
- Established strong relationships with clients, fostering loyalty and retention through excellent communication skills.
Senior Trusted Referee
ID.me
Tampa, FL
07.2021 - 03.2022
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Introduced team contests and goals to enhance productivity and improve employee morale.
- Set overall vision and provided team leadership.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
Customer Service Specialist
Kforce
06.2020 - 04.2021
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Facilitated inter-departmental communication to effectively provide customer support.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Assisted with applications as well as assisted claimant's through process of receiving benefit payments
Customer Service Representative
Anthem
12.2019 - 05.2020
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Shared knowledge and expertise with co-workers to foster awareness and increase staff productivity.
Customer Service Specialist
Alorica
11.2018 - 07.2019
- Enhanced customer satisfaction ratings by resolving technical, on-site and account issues efficiently.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 200 customers each day.
- Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
Customer Service Specialist
Conduent Inc
06.2017 - 12.2018
- Read, analyzed and interpreted complex procedures and regulations while drafting general correspondence to facilitate administrative processes.
- Served as the primary contact for all internal and external customers.
- Managed complex transactional and emotional customer situations promptly and professionally while meeting service commitments.
- Communicated and interacted effectively with multi-functional and diverse backgrounds.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Proactively identified and solved problems that impacted management and business direction.
- Reviewed customer service issues to drive continuous improvement initiatives.
- Ensured compliance with company policies and procedures while maintaining a safe and effective work environment.
Education
High School Diploma -
GPA: 5.7
No Degree - Nursing
Skills
- Computer literate
- Motivated team player
- Strong interpersonal skills
- Technical issues analysis
- Software diagnosis
- Incident Management
- Expert Problem Solving
- Help Desk Support
Certification
- Product Knowledge, Highlevel - 2023-2024
Timeline
Senior Technical Support Specialist - Highlevel
02.2022 - Current
Senior Trusted Referee - ID.me
07.2021 - 03.2022
Customer Service Specialist - Kforce
06.2020 - 04.2021
Customer Service Representative - Anthem
12.2019 - 05.2020
Customer Service Specialist - Alorica
11.2018 - 07.2019
Customer Service Specialist - Conduent Inc
06.2017 - 12.2018
Newsome High School - High School Diploma,
Hillsborough Community College - No Degree, Nursing