Matthew J. Ditmer
Saint Albans,ME
Summary
Proven Customer Support Specialist with a track record of enhancing customer satisfaction and retention at VERTEK through expert complaint handling and CRM software proficiency. Excelled in resolving complex technical issues, demonstrating exceptional problem-solving and relationship-building skills. Increased first-call resolution rates significantly, showcasing a commitment to service excellence and technical acumen. Astute specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
14
14
years of professional experience
Work History
Customer Support Specialist
VERTEK
07.2014 - 06.2024
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
Customer Support Representative
Rite Aid Corp
01.2010 - 06.2014
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Led department with calls per day as well as ticket resolutions
- Participated in cross-functional teams working towards company-wide goals, showcasing adaptability and commitment to broader objectives beyond individual role responsibilities.
Education
Associate of Arts - Network And System Administration
University of Phoenix
Tempe, AZMicrosoft Technologies - Microsoft
Microsoft Certified Professional
Skills
- CRM Software
- Technical Troubleshooting
- Microsoft Windows and Office
- Issue and Resolution Tracking
- Help Desk Support
- Call Center Operations
- Troubleshooting Network Issues
- Device Installation
- Network Certification
- Application installations
- Hardware Configuration
- LAN/WAN
- VoIP Installation
- UNIX Shell Scripting
- System Configuration
Timeline
Customer Support Specialist
VERTEK
07.2014 - 06.2024
Customer Support Representative
Rite Aid Corp
01.2010 - 06.2014
Associate of Arts - Network And System Administration
University of Phoenix
Microsoft Technologies - Microsoft
Microsoft Certified Professional
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