Khyle Wilcher
East Point,GA
Summary
Experienced Technical Support Representative with a talent for providing clients with clear and practical guidance. Consistently delivers exceptional customer service and contributes to the success of engineering initiatives for supported products. Demonstrates versatility in handling customer interactions, ensuring positive outcomes and effective problem resolution.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative
VXI Global Solutions LLC
02.2024 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Transcom
12.2021 - 03.2022
- Apply problem solving skills to resolve customer inquiries and disputes, and escalate using appropriate channels when necessary
- Ensure customer satisfaction through case resolution while maintaining both individual and team goals
- Managing and maintaining customer information databases while providing product and service information, processing customer transactions and resolving customer inquiries on first call.
- Researched and identified solutions to technical problems.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
Customer Service Representative
Sykes Enterprises, Incorporated
04.2020 - 09.2020
- Answer how-to questions and help businesses navigate resources to properly apply for qualifying loans
- Creating and maintaining positive and professional relationship with customer
- Maintain key performance indicators and acceptable performance levels to support assigned customer base
- Cross-trained and backed up other customer service managers.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Virtual Customer Service Associate
Amazon.com, Inc. Or Its Affiliates
08.2015 - 10.2017
- Processed credit card payments
- Managed subscriptions
- Troubleshoot using screen sharing
- Use private VPN through, to ensure customer data
- Assist Canadian customers with converting currency
- Working with UPS/Fed Ex for timely delivery
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Assisted clients with product questions to facilitate online ordering process.
Education
Paralegal Studies -
Atlanta Technical College
Atlanta, GAHigh school diploma -
Temple High School
Temple, GA05.2013
Skills
- VPN
- Computer Networking
- MS Office Proficiency
- Word Processing
- Conflict Resolution Skills
- Responding to Technical Questions
- Account Updating
- Data-Driven Analysis
Certification
CPR BLS
December 2018 to December 2020
Driver's License
First Aid Certification
Additional Information
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
Timeline
Customer Service Representative
VXI Global Solutions LLC
02.2024 - Current
Technical Support Representative
Transcom
12.2021 - 03.2022
Customer Service Representative
Sykes Enterprises, Incorporated
04.2020 - 09.2020
Virtual Customer Service Associate
Amazon.com, Inc. Or Its Affiliates
08.2015 - 10.2017
High school diploma -
Temple High School
CPR BLS
December 2018 to December 2020
Driver's License
First Aid Certification
Paralegal Studies -
Atlanta Technical College
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