Lesli Terry
Presidio,TX
Summary
Seasoned Technical/Customer Support with more than 25 years of experience in fast paced Call Center Environment. Excellent Communication and Written skills. Track record of achieving exceptional results in customer satisfaction and relationships. Looking for a career in a field that is fast-paced and challenging, in a company that will utilize my skills as a Technical Customer Support agent. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Technical Experience Support
Hotwire Communications
Presidio, TX
07.2023 - Current
- Took calls from customers who had problems with their services; cable, internet, voice service as well as the hardware that was Supplied by Hotwire Communications
- Maintained a 13 minute call time and am outstanding score card for the past 6 months.
- Provided technical support to customers over the phone and via email.
- Assisted customers with setting up new accounts on various software platforms.
- Configured user settings in accordance with company guidelines.
- Tested system performance after installation or configuration changes were made.
Technical Support Specialist
Asurion
Las Vegas, NV
08.2020 - 06.2023
- Maintained a NPS score of 98% in compliance with the company's criteria
- Maintained a 10-Minute average Phone handle time
- Was fully met with my metrics for 15 months straight
- Was promoted to Peer Adviser with in 10 months of taking phone calls
- Was selected to watch over teams when coaches were away
- Listened to experts calls both live and remote and provided them with feedback to help with their metrics
- Provided support in Teams and motivated them in their Sales
- Was a Peer advisor in 2 classes helping the Trainor with support, technical aspects of the job and then supported the trainees on the floor answering questions about the tools and technical questions
- Provided Support for all teams on the floor within the Teams chat environment
- Ran team meetings for my coach while she was out
- Was chosen as a Coaching Apprentice, but was unable to fill the position when we were told we were going to be permanently working from home.
Technical Customer Support Representative
Southerland Global Services
Las Vegas, NV
11.2018 - 08.2020
- Maintained a 90% Quality score in compliance with the company's criteria
- Maintained a 9.5 Minute average Phone handle time 11.5 Double Chat handle time
- Maintained a 85% with Customer satisfaction Surveys with no critical errors on my part and no nonprofessional scores
- Was Subject Matter Expert for 3 months before Work From Home started.
Appointment Setter
TG Marketing
Boise, ID
07.2017 - 10.2018
- I make outbound calls setting up appointment ls for our clients in regards to roofing, solar and other campaigns that I am assigned
- I make an average of 10 appointments a week and have made my quota all but one week of working here
- I was also promoted to Team Captain
- My dials were maintained at 30+ per hour even after being promoted.This job includes helping other members of the team with calls, putting appointments into the calendar, as well as, making sure they are making their call backs and inputting their appointments into their production sheets
- I was managing 25+ agents with their production
- I also was able to manage three campaigns with direct contact with the client
- I have trained my replacements with those campaigns as well as monitored the calls that they were getting to help them make additional appointments and feel comfortable with making their dials with that campaign.
Second tier technical support
truckstop.com
New Plymouth, ID
09.2016 - 02.2017
- Supported customer care with direct calls from customers that were having issues with the website or the mobile app
- Support the support center with there computers
- Made outbound calls based on tickets that customer support logged
- Supported customers on all mobile devices and computers
- Was desktop support for Mac users within the company
- Created technical documents for customer support
- Created a training schedule for new hires
- Created issue paths base on issues for new case software.
Technical Support Specialist
Teleperformance
Boise, ID
01.2015 - 11.2015
- Maintained a 95% Quality score in compliance with the company's criteria
- Maintained a 15 Minute handle time for Both iOS devices and Mac computer
- Maintained a 95% with Customer satisfaction Surveys.
Technical Support Tier 4
Hewlett Packard
Boise, ID
12.1998 - 04.2014
- Assisted new hires in training, including best practices and troubleshooting skills
- Researched and resolved issues
- Wrote and edited Technical documents for first tier agents to follow and use
- Was given praise for continuous hard work and for the most calls taken by the team.
Education
Bachelors Of Art - History
Boise State University
Skills
- Call Center (10 years)
- Microsoft Office (10 years)
- Mac OS X (2 years)
- IOS (9 years)
- Android (7 years)
- Google Docs (1 year)
- Zoho (2 years)
- Acarda Outbound (2 years)
- Salesforce (5 years)
- Technical Support (10 years)
- Microsoft Windows (9 years)
- Help Desk (2 years)
- Playvox (Less than 1 year)
- Microsoft Excel (10 years)
- Microsoft Word
- Customer Service
- Software Troubleshooting
- Operating Systems (10 years)
- Jira (1 year)
- Mobile Devices (5 years)
- Computer Networking
- Desktop Support
- Remote Access Software
- Software Installation
- Hardware Configuration
- Printer Maintenance
- End-User Training
- Application Support
- Virtualization Technologies
- Advanced Troubleshooting
- Customer Support
- System Diagnostics
- User Support
- Performance Testing
- Technical Support
- Issue Troubleshooting
- Windows XP/Vista
- Complaint Resolution
- Antivirus Software
- Account Management
- Customer Success Management
- Training Abilities
- Hardware and Peripherals
- Microsoft Outlook
- Operating Systems
- MS Office Proficiency
- Remote Support
- Technical Documents Comprehension
- Technical Troubleshooting
- Product Troubleshooting
Assessments
- Technical support, Proficient, 06/01/20
- Customer service, Proficient, 06/01/20
- Customer focus & orientation, Proficient, 06/01/23
Accomplishments
- Hero of the month two times at Asurion.
- various acknowledgements of my help in a training environment as a peer advisor and for taking over a team when the supervisor was out sick(Asurion)
Timeline
Technical Experience Support
Hotwire Communications
07.2023 - Current
Technical Support Specialist
Asurion
08.2020 - 06.2023
Technical Customer Support Representative
Southerland Global Services
11.2018 - 08.2020
Appointment Setter
TG Marketing
07.2017 - 10.2018
Second tier technical support
truckstop.com
09.2016 - 02.2017
Technical Support Specialist
Teleperformance
01.2015 - 11.2015
Technical Support Tier 4
Hewlett Packard
12.1998 - 04.2014
Bachelors Of Art - History
Boise State University