Microsoft 365
Laken Perry
Denton,TX
Summary
Dynamic Customer Support Technician at Centrada Solutions, LLC, recognized for enhancing customer satisfaction through effective conflict resolution and complex problem-solving. Leveraged technical expertise to streamline support processes, resulting in improved retention rates. A dedicated team player committed to delivering exceptional service and fostering strong customer relationships.
Customer support professional with history of providing effective solutions and ensuring high customer satisfaction. Known for excellent problem-solving abilities and seamless collaboration with team members to adapt to dynamic environments. Possesses strong technical skills and customer-focused mindset.
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
11
11
years of professional experience
Work History
Customer Support Technician
Centrada Solutions, LLC
06.2022 - 02.2025
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Balanced workload effectively across multiple channels such as email, phone calls, live chat, thus maintaining high levels of responsiveness.
- Supported sales teams by providing technical expertise during product demonstrations, increasing customer confidence and trust in the company''s offerings.
- Implemented feedback from clients to improve support services, resulting in higher customer retention rates.
- Assisted in developing training materials for new employees, ensuring a strong foundation in company procedures and product knowledge.
- Reduced call wait times by efficiently prioritizing support tickets and utilizing time management skills.
- Delivered personalized solutions by actively listening to customers'' concerns and adapting problem-solving techniques accordingly.
- Streamlined troubleshooting processes for quicker resolution times and increased customer satisfaction.
- Collaborated with team members to increase overall productivity and deliver exceptional support service.
- Contributed to the creation of a comprehensive knowledge base for common technical issues, streamlining support processes.
- Conducted regular follow-ups with customers to confirm resolutions were effective and satisfactory.
- Provided remote assistance to customers, effectively resolving issues without the need for on-site visits.
- Exceeded performance metrics consistently through diligent work ethic and commitment to excellent customer service.
- Enhanced communication between departments by acting as a liaison in cross-functional projects, ultimately improving efficiency and collaboration within the company.
- Identified trends in recurring technical issues by analyzing data from resolved cases, resulting in proactive measures taken towards long-term improvements.
- Provided exceptional support with comprehensive troubleshooting guides, empowering customers to resolve minor issues independently.
- Maintained comprehensive knowledge of products, enabling prompt assistance for customers experiencing technical difficulties.
- Participated in ongoing professional development opportunities, staying current with industry advancements and best practices.
- Managed high-pressure situations calmly when assisting frustrated customers, defusing tensions while providing efficient resolutions.
- Mentored new hires during their onboarding process, leading them towards successful integration into the support team.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Developed relationships with clients for increased loyalty and repeat business.
Server
Agua Dulce
04.2017 - 06.2018
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Kept register accurate through correct billing, payment processing and cash management practices.
Salesperson
Beware Of Dog
03.2017 - 05.2018
- Worked to build relationships with customers and built potential for additional sales.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Engaged customers in social conversations to create pleasant and easy shopping experience.
- Listened to clients and introduced solutions to satisfy business and personal needs.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Asked open-ended questions to determine needs and assisted customers in selecting appropriate merchandise.
- Developed relationships with clients for increased loyalty and repeat business.
Lead Hostess
Barley & Board
03.2016 - 01.2017
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Answered customer questions about hours, seating and menu information.
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Used cash registers and credit card machines to cash out customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Collected information from arriving customers to seat groups or place them on waitlist.
Server
Horny Toad Restaurant
08.2014 - 09.2015
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Bussed and reset tables to keep dining room and work areas clean.
- Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Used slow periods to restock supplies, ice, trays and delivery bags.
- Checked identification for minimum age for sale of alcoholic beverages.
Education
High School Diploma -
Winfrey
Denton, TX05.2008
Skills
- Kind and Friendly
- Conflict and Complaint Resolution
- Customer Service and Rapport
- Team Player
- Computer Software
- Complex Problem-Solving
- Active Listening
- Reading Comprehension
- Computer Technology
- Microsoft Project
- Time Management
- Customer Satisfaction
Artistic Ability
I am a talented artist, and that creativity helps me in problem solving and finding unique solutions to problems. I paint, draw, craft, and write.
Software
Timeline
Customer Support Technician
Centrada Solutions, LLC
06.2022 - 02.2025
Server
Agua Dulce
04.2017 - 06.2018
Salesperson
Beware Of Dog
03.2017 - 05.2018
Lead Hostess
Barley & Board
03.2016 - 01.2017
Server
Horny Toad Restaurant
08.2014 - 09.2015
High School Diploma -
Winfrey
Similar Profiles
Garrison BrattonGarrison Bratton
Level 2 Technician - Support Desk Resource at Centrada SolutionsLevel 2 Technician - Support Desk Resource at Centrada Solutions
Rehab MehannyRehab Mehanny
Sales Operation Manager at Centrada DevelopmentsSales Operation Manager at Centrada Developments
Louis Dell'AquilaLouis Dell'Aquila
General Manager at Centrada / Esperto Hospitality GroupGeneral Manager at Centrada / Esperto Hospitality Group