Marijuh Brown
Fayetteville,NC
Summary
Proven Technical Support Specialist with a track record of enhancing customer satisfaction through expert resolution of complex technical issues. At Rose International, significantly improved service functionality, leveraging skills in Technical Troubleshooting and exceptional customer service. Specializes in Remote Support and Technical Support, demonstrating a results-driven approach with a focus on achieving high-quality outcomes.
Overview
8
8
years of professional experience
Work History
Technical Support Representative
Rose International
05.2024 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Customer Service Representative
Amazon
06.2021 - 03.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Technical Support Representative
Continuum Global Solutions
06.2019 - 06.2021
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Monitoring Specialist
Affiliated Monitoring
11.2016 - 06.2019
- Proactively identified potential issues through regular analysis of monitoring data, facilitating timely resolution efforts.
- Developed customized monitoring strategies for clients, ensuring tailored solutions to meet specific needs.
- Designed and implemented quality control measures to maintain high standards of monitoring services.
- Collaborated with cross-functional teams to address monitoring gaps and implement corrective actions.
Education
General -
Douglas Byrd High School
Fayetteville, NC06.2016
Skills
- Technical Troubleshooting
- Technical Support
- Product Troubleshooting
- Remote Support
- Customer service expert
- Customer Service
- Issue Troubleshooting
- Microsoft Outlook
- User Support
- Data Recovery
- Technical issues analysis
- Windows 10
- LAN/WAN
Timeline
Technical Support Representative
Rose International
05.2024 - Current
Customer Service Representative
Amazon
06.2021 - 03.2024
Technical Support Representative
Continuum Global Solutions
06.2019 - 06.2021
Monitoring Specialist
Affiliated Monitoring
11.2016 - 06.2019
General -
Douglas Byrd High School