Marianne Hartley

· A Technical & Warranty Support Rep providing technical support and guidance to customers, Service technicians and Sales Representative staff regarding troubleshooting, installation, and warranty processes related to a company's products and services.

· Created training documents and provided assistant training personnel. Processed orders and communicated with staff, Customers Residential and commercial as well as Repair Technicians, Sale staff and Sales Reps.

Key Responsibilities:

Customer Support:

Answer inquiries,troubleshoot issues, and guide customers through solutions.

Trouble Diagnosis:

Identify and analyze technical problems, often involving software, hardware, internet connectivity, or software applications.

Solution Implementation:

Provide clear and concise instructions for resolving technical issues, using available resources and knowledge.

Documentation and Escalation:

Maintain accurate records of customer interactions and escalate complex or unresolved issues to appropriate personnel.

Communication:

Communicate technical information clearly and empathetically to customers, adapting their explanations to the customer's technical understanding.

Knowledge Base:

Stay updated on the latest product information, troubleshooting procedures, and best practices.

· Collaboration:

Collaborate with internal teams (e.g., engineering, sales) to ensure timely and effective resolution of customer issues.

· Technical Proficiency:

Strong understanding of computer hardware, software, and networking fundamentals.

· Problem-Solving:

Ability to analyze technical issues, identify root causes and develop effective

Solutions.

· Communication:

Excellent verbal and written communication skills, including active listening and empathy.

· Customer Service:

Strong customer service skills, including patience, professionalism, and the ability to de-escalate difficult situations.

· Technical Skills:

Familiarity with common troubleshooting tools and techniques, such as remote access software and diagnostic utilities.

· Documentation:

Ability to accurately document customer interactions and technical issues in a CRM or ticketing system.

· Adaptability:

Ability to learn new technologies, and adapt to changing customer needs, and support channels.

• Recommended new products or services that could improve the overall experience for customers.
• Assessed customer needs, identified issues, and provided solutions for customer inquiries.
• Demonstrated strong problem-solving skills to diagnose and troubleshoot technical issues.
• Developed relationships with customers through friendly conversations during each interaction.
• Maintained detailed records of customer interactions in a CRM system.
• Resolved escalated customer complaints in a timely manner.
• Actively listened to customers' concerns in order to provide accurate resolutions.

A Technical & Warranty Support Rep providing technical support and guidance to customers, Service technicians and Sales Representative staff regarding troubleshooting, installation, and warranty processes related to a company's products and services.

· Created training documents and provided assistant training personnel. Processed orders and communicated with staff, Customers Residential and commercial as well as Repair Technicians, Sale staff and Sales Reps.

Responsibilities include but not limited to, answer calls from customers, helping them resolve issues while inputting their call information into the computer. We provide advice and problem solving by assist customers systematically through billing, hardware or software problems.

• Account management for client personal accounts, for billing, and personal information updates.
• Universal Agent start up team for all lines of business to be versatile to take calls from multiple customers as needed.
• Networking specialist to help customers with their technical needs for their electronic devices and help them connect to the client’s network.
• Soft skills in working with clients to provide better customer service.

• Provided assistance via customer service The 1st through the 5th of the month.
• From the 5th to the 31st of the month provided Debt collection servies.
• Respond to incoming telephone calls from customers regarding their mortgage in a professional and timely manner.
• Answer routine questions regarding a variety of account issues, including but not limited to, escrow accounts, balance and payment inquiries, interest rate changes, missing payments inquires, address changes, and tax reporting information, requests for payoff.
• Resolved customer complaints promptly and efficiently.
• Implemented innovative methods for streamlining the customer service process.
• Developed strong relationships with customers by providing personalized assistance and support.
• Answered customer inquiries via phone, email, and chat.
• Conducted regular follow-up calls with customers after resolving their issues.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Maintained a high level of professionalism when dealing with difficult customers.
• Answered inbound calls, chats and emails to facilitate customer service.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Responsible for telephone inquiries from customer about account questions, customer requests.
• Customer correspondence via phone calls, E-mail and Fax.
• Trace customer shipments via UPS, Fed Ex, and ECT.
• Forward credits to processing via supervisor.
• ACD call center phone system knowledge.
• Office Support for Designers and Installers.

• Responsible for telephone inquiries from customer about account questions, customer requests and order taking.
• Data entry: order entry and account information changes, via Syspro.
• Customer correspondence via mail and e-mail.
• Trace customer shipments via internet.
• Invoicing.
• Sorting & Filing.
• Assistance to other Customer Service Reps.
• Office Support for Sales Reps.
• Coordinated with Shipping, Warranty/Repair, Accounting, Marketing, and Daily.
• Trained new personnel for customer service duties & clerical duties.
• Performed administrative tasks such as filing documents and updating records.
• Tracked inventory levels and ordered supplies as needed.
• Participated in training sessions designed to improve overall job performance.
• Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
• Collaborated with team members to identify areas of improvement in customer service processes.
• Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
• Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
• Educated customers on product features and benefits to ensure they had an excellent shopping experience.
• Established positive relationships with customers through effective communication techniques.
• Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone and in person.
• Trained new representatives on product knowledge, sales strategies, and company policies, and procedures.

• Assisted in three department start-ups: The Credit Department, The Internet Group and The ACOA Team (change of address).
• Assisted in training co-workers with new account procedures.
• Researched customer account information, current and archived.
• Assisted in training for ACOA team members.
• Answered customer inquiries and provided accurate information regarding products and services.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Answered customer inquiries via phone, email, and chat.
• Developed strong relationships with customers by providing personalized assistance and support.
• Maintained a high level of professionalism when dealing with difficult customers.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.