Mary J Freeland
Marcellus,NY
Summary
Results-driven professional with over 30 years of experience in technical support and customer service. Known for exceptional problem-solving skills and meticulous attention to detail, consistently achieving high customer satisfaction and improving service efficiency.
Overview
36
36
years of professional experience
Work History
Dispatch Customer Service Technician
Xerox
Marcellus, NY
01.2022 - 02.2026
- Managed and dispatched from eight different call queues daily.
- Virtual, remote sessions to analyze machine problems until customer satisfaction.
- Diagnosed technical issues for printers and copiers, providing timely resolutions to enhance customer satisfaction.
- Maintained detailed documentation of service requests and resolutions, ensuring accurate record-keeping and follow-up.
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Managed high call volumes while maintaining a professional demeanor and providing accurate information.
Copier Vending Service Technician
Eastern Copy Products / Xerox
East Syracuse, NY
01.1990 - 01.2022
- Diagnosed and repaired multifunction printers and copiers to ensure optimal performance.
- Performed routine maintenance on office equipment, minimizing downtime and enhancing reliability.
- Implemented inventory management practices for parts and supplies, reducing costs and waste.
- Assisted customers in understanding equipment functionalities, enhancing user satisfaction and efficiency.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Responded to problems reported by customers by troubleshooting and resolving hardware and software issues.
- Maintained detailed records of service calls, enabling better tracking of recurring issues and proactive solutions implementation.
- Reduced equipment downtime by performing regular maintenance checks and resolving potential problems.
- Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
- In shop, and warehouse set up.
Education
High School Diploma -
West Genesee High School
Camillus, NYSkills
- Hardware troubleshooting and diagnosis
- Documentation and reporting
- Service calls
- Customer empathy
- Teamwork and collaboration
- Problem-solving skills
- Reliability
- Time management
- Call center experience
- Installations and repairs
Timeline
Dispatch Customer Service Technician
Xerox
01.2022 - 02.2026
Copier Vending Service Technician
Eastern Copy Products / Xerox
01.1990 - 01.2022
High School Diploma -
West Genesee High School