Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
References
Timeline
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Lori Honikel

Caballo,FL

Summary

Dynamic Technical Support Representative with proven expertise at TeleTech Holdings in resolving complex issues and enhancing customer satisfaction. Skilled in remote support and effective communication, I excel at building strong client relationships and ensuring compliance. Recognized for exceptional problem-solving abilities, I consistently deliver results in fast-paced environments.

Overview

27
27
years of professional experience

Work History

Technical Support Representative

TeleTech Holdings
Englewood, CO
07.2011 - Current
  • Documented all activities related to technical support including processes, updates, changes made.
  • Used remote login tools to assist clients with technical and product questions.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Maintained records of data communication transactions, problems, and remedial actions or installation activities.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Resolved escalated customer service issues in a timely manner.
  • Participated in special projects as assigned by management team.
  • Stayed abreast of latest software developments to enhance job knowledge.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Documented customer complaints and inquiries for use in technical documentation and bug tracking.
  • Maintained up-to-date case documentation for future reference.
  • Ensured compliance with company policies and procedures regarding technical support operations.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
  • Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
  • Guided customers through step-by-step solutions in a clear and concise manner.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Served as first point of contact for incoming technical service calls and emails.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Assisted customers with various types of technical issues via email, live chat, and telephone.
  • Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.

Parts Sales Manager

AutoZone
Merritt Island, FL
05.2005 - 06.2011
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Recruited, trained, and supervised staff members within the Parts Sales Department.
  • Collaborated with the sales team to support marketing and promotional activities.
  • Resolved customer complaints regarding sales and service.
  • Resolved customer complaints promptly and efficiently.
  • Received, examined and reshelved returned parts.
  • Ensured compliance with industry regulations and standards in parts management operations.
  • Conducted complimentary battery checks, testing and wiper installations.
  • Processed payments from customers and updated financial records accordingly.

Sales

Cocoa Auto Salvage
Cocoa, FL
11.2004 - 01.2005
  • Increased profitability and revenue by identifying customer needs and determining appropriate offerings.
  • Developed strategic relationships with key decision makers at target companies.
  • Recognized security risks to properly handle situations.

Sales

Dorman
Cape Canaveral , FL
04.1998 - 11.2004
  • Answered customer inquiries regarding product features, pricing, and availability.
  • Adapted sales strategies based on customer interactions and feedback to improve results.
  • Used technology resources to assist customers in locating and selecting items.
  • Engaged customers in friendly, professional dialogue to determine needs.
  • Developed trusting relationships with customers by making personal connections.
  • Sold various products by explaining unique features and educating customers on proper application or usage.
  • Handled customer complaints in a professional manner.
  • Recognized by management for providing exceptional customer service.

Education

High School Diploma -

Merritt Island High School
Merritt Island, FL
05-1977

Skills

  • Remote support
  • Technical troubleshooting
  • Data documentation
  • Customer relationship management
  • Issue escalation
  • Product knowledge
  • Compliance adherence
  • Effective communication
  • Problem solving
  • Time management
  • Customer service
  • Multitasking
  • Teamwork
  • Decision-making
  • Customer needs assessment

Accomplishments

  • 13-14 years experience as warranty claims adjudicator.

Affiliations

  • able to main productivity a a work from home agent.

References

References available upon request.

Timeline

Technical Support Representative

TeleTech Holdings
07.2011 - Current

Parts Sales Manager

AutoZone
05.2005 - 06.2011

Sales

Cocoa Auto Salvage
11.2004 - 01.2005

Sales

Dorman
04.1998 - 11.2004

High School Diploma -

Merritt Island High School

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