Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Hi, I’m
Rollins Mubaiwa
Dallas,TX
Summary
Overview
12
years of professional experience
Work History
CalyxDallas, TX
Technical Support Representative
02.2019 - Current
Job overview
- Assist customers in identifying issues and explain solutions to restore service and functionality.
- Document support interactions for future reference.
- Use ticketing systems (Service Now, Azure Dev Ops, Jira) to manage and process support actions and requests.
- Resolve diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Research product and issue resolution tactics to address customer concerns.
- Assist with updating technical support best practices for use by team.
- Monitor system performance to identify potential issues.
- Test new software and updates prior to deployment.
- Respond to approximately 90-100 support tickets utilizing support chats, emails and phone calls etc.
IndecommDallas, TX
Customer Satisfaction Manager
03.2014 - 01.2019
Job overview
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Managed customer relations on ongoing basis and increased customer retention by 30%.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
NeriumDallas, TX
Customer Service Agent
02.2012 - 03.2014
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
Education
Navarro CollegeCorsicana, TX
Associate of Science from Computer And Information Sciences
05.2012
University Overview
Skills
- Desktop Support
- Troubleshooting and Assistance
- Software Diagnosis
- MS Office Proficiency
- Issue Troubleshooting
- Active Listening
- Report Creation
- System Implementation
- Project Management Abilities
- Quality Control
Timeline
Technical Support Representative
Calyx
02.2019 - Current
Customer Satisfaction Manager
Indecomm
03.2014 - 01.2019
Customer Service Agent
Nerium
02.2012 - 03.2014
Navarro College
Associate of Science from Computer And Information Sciences