Lennie Zwibel
Florida
Summary
IT program graduate with a Google IT Support Professional certificate and over 7 years of experience in Customer Service. Adept at troubleshooting technical issues, maintaining customer satisfaction, and collaborating across teams. Committed to delivering excellent technical support in dynamic environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Arise
01.2021 - Current
- Managed inbound and outbound calls, ensuring prompt and professional customer interactions.
- Resolved customer concerns efficiently, maintaining high levels of customer satisfaction.
- Built sustainable relationships and trust with customer accounts through clear and open communication.
- Documented customer interactions, updated accounts, and maintained accurate records.
- Followed communication procedures, guidelines, and policies to ensure consistent service delivery.
- Utilized technical expertise to troubleshoot and resolve software installation issues effectively.
- Collaborated with cross-functional teams to implement process improvements based on customer feedback, enhancing service efficiency.
- Completed ad hoc tasks to support team objectives and ensure seamless operations.
Client Support Specialist
BHG Financial
Remote
10.2024 - 03.2026
- Provided exceptional client support through effective communication and problem-solving techniques.
- Managed inquiries and resolved issues using CRM and ticketing systems efficiently.
- Developed training materials to enhance onboarding process for new team members.
- Collaborated with cross-functional teams to streamline processes and improve client satisfaction.
- Spearheaded initiatives that increased response times, enhancing overall client experience.
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Resolved customer inquiries through effective communication and problem-solving techniques.
City Planner
City of Fort Walton Beach
Fort Walton Beach, Florida
09.2019 - 01.2021
- Guided contractors through the permit approval process, ensuring compliance with local codes.
- Supported Planner II duties during staff transitions, contributing to workload stability.
City Planning Technician
City of Little Rock
Little Rock, AR
09.2016 - 08.2019
- Conducted data cleaning for the open data portal, improving data accuracy.
- Collaborated across departments to establish an open data portal for public access.
Park Management Intern
City of New York
New York City, NY
11.2014 - 08.2015
- Trained high school students in software installation, navigation, and time management skills.
- Mentored interns in collaborative projects, organizing weekly update meetings to drive progress.
Education
Google IT Support Professional Certificate - undefined
Merit America
01-2024
Bachelor of Arts - Urban Studies, Environmental studies
Queens College, City University of New York
New York City, NY05-2013
Skills
- Technical: Technical Support & Troubleshooting, Ticketing Systems, User Training & Support, Operating Systems (Windows, Linux), Software Installation & Configuration
- Technologies/Frameworks: Domain Name System (DNS), Networking, System Administration Troubleshooting
- Computer: Microsoft Office Suite (Excel, Word, PowerPoint), Slack
- Relevant: Customer Support, Attention to Detail, Team Collaboration, Adaptability, Communication, Time Management, Problem-Solving
Websites
Certification
- ITTTSupport.com, Freelancer Online, 2024-01/2024-03
- Mastered ticketing systems for efficient support processes.
- Developed advanced troubleshooting and problem-solving techniques.
- Certificates - Coursera, November 2023 - Present
- Microsoft Windows Defender and Firewall for Beginners, Introduction to Data Analysis using Microsoft Excel
Timeline
Client Support Specialist
BHG Financial
10.2024 - 03.2026
Customer Service Representative
Arise
01.2021 - Current
City Planner
City of Fort Walton Beach
09.2019 - 01.2021
City Planning Technician
City of Little Rock
09.2016 - 08.2019
Park Management Intern
City of New York
11.2014 - 08.2015
Google IT Support Professional Certificate - undefined
Merit America
Bachelor of Arts - Urban Studies, Environmental studies
Queens College, City University of New York