Lucy Mong
Summary
Able to work on own initiative or as part of a team. Good interpersonal skills and desire to work. Able to experience learning new things in a fast environment. Able to maintain and satisfy higher standards. Team work and great customer satisfactions. Proficient in Microsoft office, including word, excel and outlook. Communication skills, quick thinking and highly organized. Quick learner, easy to train, and very dedicated to get the job done. Driven and personable individual with knack for problem-solving and customer service. Possesses foundational knowledge of technical support principles and strong troubleshooting and communication skills. Committed to enhancing customer satisfaction and resolving technical issues efficiently.
Overview
15
15
years of professional experience
Work History
Technical Service Representative
Fresenius Medical Care
09.2023 - Current
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Complied with HIPAA regulations relating to customer privacy and security.
- Resolved complex technical issues for improved system performance and user experience.
- Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods.
- Improved client retention rates with prompt resolution of escalated issues and proactive followups.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices for providing top-notch technical support.
Bakery/Deli Department Specialist
Save Mart
06.2022 - 09.2023
- Provide customers with a remarkable shopping experience by greeting and thanking customers in a prompt, courteous and friendly manner, answering questions, responding to customer requests for bakery products, accurately placing special orders and offering suggestions for event planning
- Receive, inspect, and log products for accuracy of shipment and quality
- Improved department efficiency by streamlining processes and implementing new organizational systems.
- Greeted all customers cheerfully and asked open-ended questions to ascertain needs.
- Maintained accurate records and documentation for all department activities, ensuring compliance with internal policies and external regulations.
- Weigh, wrap/package and label products for display; stock and rotate products and merchandise for sale to maintain freshness and product appeal; restock and use supply items efficiently to eliminate waste and maintain the lowest supply cost
- Maintain knowledge of bakery products and ad items in order to offer customers with product suggestions and provide direction of product location in department
- Prepare various baked foods according to company guidelines, ensuring proper food handling and safety
- Communicate customer requests to department management
- Follow all department procedures
- Operate appropriate department equipment and tools
- Keep work areas and equipment clean, orderly and free from safety hazards; report faulty equipment and hazards to management; follow established sanitation and safety guidelines
Crew Member
Panera Bread
09.2013 - 01.2016
- Able to manage all electronic systems
- Followed all policies and procedures
- Provided excellent customer service
- Created Word documents for any updated policies and memos
Crew Member
Kentucky Fried Chicken
05.2010 - 08.2013
- Able to maintain a clean and organized work area and a presentable store environment
- Completing customer transactions
- Greeting customers and taking orders
- Contribute to the overall positive and collaborative family environment
- Used and created Excel spreadsheets to keep count of inventory
Education
High School Diploma -
Joseph A. Gregori High School
Modesto, CA05.2014
Skills
- Network support
- Remote support
- Incident management
- Technical support
- Mobile device support
- Performance analysis
- Server administration
- Remote diagnosis
- Customer service
- Active listening
- Verbal and written communication
- Decision-making
- Desktop support
- Ticket management
- Data entry
- Service support
- Appointment scheduling
- Customer service expert
Timeline
Technical Service Representative
Fresenius Medical Care
09.2023 - Current
Bakery/Deli Department Specialist
Save Mart
06.2022 - 09.2023
Crew Member
Panera Bread
09.2013 - 01.2016
Crew Member
Kentucky Fried Chicken
05.2010 - 08.2013
High School Diploma -
Joseph A. Gregori High School
Similar Profiles
ANJULI F. HERNANDEZANJULI F. HERNANDEZ
NA at Fresenius Medical Care, Fresenius Admissions ServicesNA at Fresenius Medical Care, Fresenius Admissions Services
Lina NgaoLina Ngao
Associate Global Product Manager at Fresenius Medical Care, NxStage Home CareAssociate Global Product Manager at Fresenius Medical Care, NxStage Home Care
Tina Alvarenga, BSN, RNTina Alvarenga, BSN, RN
Facility Administrator at Azura Vascular Care - Fresenius Medical CareFacility Administrator at Azura Vascular Care - Fresenius Medical Care
Zied RomdhaneZied Romdhane
Sales&Service Engineer at Almofadaly Medical Equipment-Fresenius Medical CareSales&Service Engineer at Almofadaly Medical Equipment-Fresenius Medical Care
Stephanie ConteStephanie Conte
Technical Service Representative at McGoey InsuranceTechnical Service Representative at McGoey Insurance