MARY Earthman
Austin,TX
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions.
Overview
4
4
years of professional experience
Work History
Support Analyst
Charity Dynamics
01.2021 - Current
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket-tracking platforms.
- Created user accounts and managed access control.
- Supported users with software, hardware, and network issues.
- Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
Customer Service Representative/Sales Associate
BuildASign.com
11.2020 - 01.2021
- Followed up with customers after completing sales to assess satisfaction and resolve technical or service concerns.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Determined customer needs and interests to recommend [Product or Service] to customers.
- Handled customer inquiries and high-volume calls to solve billing and ordering problems, independently resolving [Number]% of issues.
Customer Service Representative
Zippi Vet
04.2019 - 09.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
No Degree - Human Resources Management
Texas A&M University - Central Texas
Killeen, TX05.2024
Associate of Arts - Liberal Arts And Sciences
Blinn College
Brenham, TX05.2021
Skills
- Diagnose Faults
- Microsoft Certification
- Office Support
- Organizational Skills
- Sales Support
- Team Support
- Issue and Resolution Tracking
- Customer Communication and Empathy
- Defect Analysis and Resolution
- Website Support
- Closing Tickets
- Case Support
Timeline
Support Analyst
Charity Dynamics
01.2021 - Current
Customer Service Representative/Sales Associate
BuildASign.com
11.2020 - 01.2021
Customer Service Representative
Zippi Vet
04.2019 - 09.2020
No Degree - Human Resources Management
Texas A&M University - Central Texas
Associate of Arts - Liberal Arts And Sciences
Blinn College
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