Summary
Overview
Work History
Education
Skills
Work Availability
Work Preference
Timeline
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Margo Pemberton

Plano,TX

Summary

Senior Support Advisor with proven track record in delivering high-quality technical assistance. Adept at troubleshooting, system analysis, and problem resolution, ensuring optimal performance and customer satisfaction. Strong focus on team collaboration and achieving results, adapting seamlessly to evolving challenges. Known for effective communication, reliability, and customer-centric approach.

Overview

11
11
years of professional experience
2
2
years of post-secondary education

Work History

Senior Technical Support Advisor

Concentrix
09.2019 - Current
  • Customer Support Role: Provide remote technical assistance, manage challenging customer situations, and serve as a liaison between engineering and customers
  • Take ownership of cases and follow-up with customers until resolution
  • Handle escalation by staying calm, actively listening, and using empathy
  • Enhanced team productivity by providing mentoring and training to junior technical support advisors.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.

Customer Support Advisor

Conduent
02.2018 - 02.2019
  • Managed high call volume while maintaining a professional demeanor and ensuring first-call resolution.
  • Reduced escalations by proactively addressing customers'' needs and providing thorough solutions.
  • Improved customer satisfaction by resolving complex issues and providing exceptional service.
  • Participated in regular training sessions to stay up-to-date on industry developments and emerging trends related to support practices.

Customer Service Associate

Thrifty Car Rental
03.2017 - 09.2017
  • Customer Support: Provided customer support for rental transactions, handle customer inquiries, and manage customer complaints
  • Vehicle Management: Maintain the cleanliness and service of rental vehicles, conduct vehicle inspections, and ensure vehicles are prepared for rental
  • Payment Processing: Handle payment processing for rental transactions
  • Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
  • Trained new associates in company policies and procedures, fostering a supportive work environment.

Technical Support Advisor

Asurion
01.2014 - 12.2016
  • Customer Service Responsibilities: Provided exceptional customer service and technical support in a high volume remote call center environment
  • Technical Support: Assisted customers with troubleshooting techniques to resolve a variety of technical issues related to service and equipment
  • Documentation and Escalation: Documented customer interactions and technical issues in the ticketing system
  • Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.
  • Increased team productivity with regular training sessions on emerging technologies and software updates.
  • Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.

Education

Associates of Applied Science Degree -

Kaplan College
Hammond, IN
08.2005 - 05.2007

Skills

  • Remote customer support
  • Professionalism
  • Excellent verbal and written communication
  • Relationship building
  • Interpersonal skills
  • Analytical thinking
  • Goal setting
  • Time management abilities
  • Adaptability and flexibility
  • Multitasking Abilities
  • Expert problem solving
  • Escalation handling
  • Training and mentoring

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

Remote

Timeline

Senior Technical Support Advisor

Concentrix
09.2019 - Current

Customer Support Advisor

Conduent
02.2018 - 02.2019

Customer Service Associate

Thrifty Car Rental
03.2017 - 09.2017

Technical Support Advisor

Asurion
01.2014 - 12.2016

Associates of Applied Science Degree -

Kaplan College
08.2005 - 05.2007

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Margo Pemberton