Summary
Overview
Work History
Education
Skills
Timeline
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Marcus Caldwell

Charlotte,NC

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

8
8
years of professional experience

Work History

Technical Support Specialist

Iqor
Charlotte, NC
01.2019 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Submitted service tickets for equipment maintenance requests.
  • Trained new hires on how to use systems and troubleshoot issues

Internet Sales Representative

Iqor
Charlotte, North Carolina
08.2020 - 12.2021
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Ran Credit checks
  • Activated accounts

Business Care Representative

Iqor
Charlotte, North Carolina
01.2019 - 07.2020
  • Identified root cause of inquiries by asking probing questions to determine best solution.
  • Received and responded to inbound customer inquiries via phone.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Janitorial Worker

Budd Group
Charlotte, North Carolina
04.2017 - 12.2018
  • Swept hard surface floors using broom or push broom dust mop.
  • Removed spots from glass doors, mirrors and windows by spraying cleaner and wiping.
  • Damp-mopped hard floors to clean and remove residue or spillage.
  • Sanitized break area kitchen counters, tables and sinks.
  • Polished stainless steel fixtures and furniture details.
  • Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.

Education

No Degree - Baking And Pastry Arts

Central Piedmont Community College
Charlotte, NC

High School Diploma -

Phillip O Berry Academy of Technology
Charlotte, NC
06.2017

Skills

  • Account Administration
  • Highly Professional
  • Friendly and Patient
  • Active Listening
  • Attention to Detail
  • Technical Troubleshooting
  • Resolving Problems and Incidents
  • Collaborative Team Player
  • Multitasking and Prioritization
  • Customer Service Support
  • Time Management
  • Positive and Upbeat
  • Customer Communication and Empathy
  • Problem Solving
  • Incoming Call Management

Timeline

Internet Sales Representative

Iqor
08.2020 - 12.2021

Technical Support Specialist

Iqor
01.2019 - Current

Business Care Representative

Iqor
01.2019 - 07.2020

Janitorial Worker

Budd Group
04.2017 - 12.2018

No Degree - Baking And Pastry Arts

Central Piedmont Community College

High School Diploma -

Phillip O Berry Academy of Technology

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Marcus Caldwell