Lorren G. Ross
Chicago,IL
Summary
Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Level 1 Technical Support Representative
CrossCom
Buffalo Grove, IL
02.2022 - Current
- Resolve diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provide Tier 1 IT support to non-technical internal users through desk side support services.
- Manage high levels of call flow and responded to Level 1-2 technical support needs.
- Research product and issue resolution tactics to address customer concerns.
- Submit service tickets for equipment maintenance requests.
Event Coordinator (Remote)
C-Sharp Music, LLC
Chicago, IL
01.2019 - Current
- Collaborate with product development team to effectively modernize and update promotions.
- Arrange music equipment, transportation, and other day-of-event needs.
- Authorize financial transactions with vendors for event services.
- Fulfill contractual obligations, including communications, vendor coordination, schedule creation, budget administration and rehearsal, and day of event coordination.
- Build brand awareness and generate leads while managing internal and external marketing campaigns and programs.
- Develop marketing content such as blogs, promotional materials, and advertisements for social media.
E-Commerce Personal Shopper
Walmart
Chicago, IL
02.2018 - 03.2022
- Packaged fragile and perishable merchandise for transport to support safe, intact delivery of requested products.
- Solicited feedback from served customers to discern service weaknesses and positively shape future service interactions.
- Updated opening and closing procedures to decrease downtime by 20% and optimize productivity.
- Maximized efficiency by scanning items quickly and completing as many as 15 orders per hour.
- Completed required paperwork, logs, and other documentation according to internal policies to accurately track sales and delivery metrics
Cashier
Amazon Fresh
Oak Lawn, IL
10.2020 - 04.2021
- Operated point-of-sale (POS) systems and handled cash, performed price checks, applied discounts and coupons, and delivered excellent customer service when answering customer questions.
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Checked personal identifications during alcohol and tobacco sales.
- Increased sales by 10%
Receptionist Assistant
Stinson Concierge Service, LLC
Chicago, IL
02.2018 - 11.2020
- Drafted professional memos, letters, and marketing copy to support business objectives and growth.
- Directed incoming calls to internal personnel and departments, routing to the best-qualified departments.
- Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit, and directed to specific offices.
- Collected, sorted, distributed, and sent mail and packages.
- Supported various administrative duties by proofreading, transcribing, and invoicing.
- Aggregated and prepared documentation and reports for office meetings, distribution, and filing.
- Managed over 50 customer calls per day.
Ticket Agent (Seasonal)
Shoreline Sightseeing
Chicago, IL
04.2018 - 10.2019
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Followed-up on will-call orders to verify attendance and contacted previous or cancellation list customers to fill available or newly opened spaces.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Sold 200-400 tickets daily to customers and assisted with trip planning through scheduling, pricing, and identifying best transportation routes.
- Gathered supporting documents to complete end-of-shift reporting and explain discrepancies.
- Increased customer satisfaction by resolving issues
Greeter (Seasonal)
Shoreline Sightseeing
Chicago, IL
04.2017 - 10.2017
- Engaged guests and potential customers in a fun, interactive way
- Maintained orders around ticketing booths & kiosks to have organized sales.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Displayed friendly, outgoing and energetic behavior to create a warm, fun atmosphere for guests.
- Answered customer questions and pointed individuals in the right directions.
- Saved $10 by implementing cost-saving initiatives that addressed long-standing problems
Magazine Editor
On The Money Magazine
Chicago, IL
02.2017 - 05.2017
- Researched, wrote and publish articles about financial literacy, entrepreneurship and business while developing connections and workforce skills.
- Partnered with Chicago Public Library and DePaul University for 4 months to lead and manage this project from conceptual stage through to launch.
- Conducted editorial meetings with staff members to collaborate and review proposed publication suggestions.
- Monitored social media and online sources for industry trends.
- Determined readiness of written pieces, made changes and approved final versions for publication.
- Reviewed articles for grammar, spelling, punctuation, syntax, accuracy and compliance with quality standards.
Education
Associate of Applied Science - Management/ Marketing
Olive-Harvey College
Chicago, IL05.2024
Cisco Academy And Microsoft Academy Curriculum
IT Career Lab, National Able Network
Chicago, IL07.2021
Diploma -
Morgan Park High School
Chicago, IL05.2017
Skills
- Organizational Skills
- Technical Troubleshooting
- Tracking and Documentation
- Customer Service Support
- Microsoft Windows and Office
- Remote Technical Support
- Problem Solving
- Customer Transactions
- Sales proficiency
Certification
- Unarmed Security Certification
- Introduction to Networks
- Switching, Routing, and Wireless Essentials
- Enterprise Networking, Security, and Automation
- Windows 10 (MD 100)
- Managing Modern Desktops (MD 101)
- ITIL 4 Foundation
Timeline
Level 1 Technical Support Representative
CrossCom
02.2022 - Current
Cashier
Amazon Fresh
10.2020 - 04.2021
Event Coordinator (Remote)
C-Sharp Music, LLC
01.2019 - Current
Ticket Agent (Seasonal)
Shoreline Sightseeing
04.2018 - 10.2019
E-Commerce Personal Shopper
Walmart
02.2018 - 03.2022
Receptionist Assistant
Stinson Concierge Service, LLC
02.2018 - 11.2020
Greeter (Seasonal)
Shoreline Sightseeing
04.2017 - 10.2017
Magazine Editor
On The Money Magazine
02.2017 - 05.2017
Associate of Applied Science - Management/ Marketing
Olive-Harvey College
Cisco Academy And Microsoft Academy Curriculum
IT Career Lab, National Able Network
Diploma -
Morgan Park High School
- Unarmed Security Certification
- Introduction to Networks
- Switching, Routing, and Wireless Essentials
- Enterprise Networking, Security, and Automation
- Windows 10 (MD 100)
- Managing Modern Desktops (MD 101)
- ITIL 4 Foundation
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