Michael Zarabi
Mission Viejo,CA
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. 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. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
10
10
years of professional experience
Work History
Technical Support Representative
US Alliance Group
05.2021 - 10.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
- Monitored systems in operation and quickly troubleshot errors.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Responded promptly to incoming sales leads and requests for technical support.
Personal Banker
WELLS FARGO BANK
04.2018 - 04.2021
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Opening all types of new personal and Business accounts (Checking, savings, credit cards, trust accounts, safety deposit box etc…)
- Build strong relationships with Clients, business partners and specialists by fostering teamwork, partnership and collaboration
- Ensure customer's needs are met by partnering with specialists and business partners to understand what they offer to customers and most effective way to generate business referrals (e.g
- Customer's banking, small business, mortgage and investment needs) in adherence with policies and procedures
- Comply with all applicable banking and investment laws, regulations, company policies and procedures in order to serve the client's best interest and enhance client satisfaction
- Credit cards, CDs, IRAs, SB loans); Open deposit and self-directed investment accounts ensuring adherence to broker/dealer regulation.
Relationship manager
BANK OF AMERICA
01.2014 - 03.2018
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Opening all types of new personal accounts (Checking, savings, credit cards, trust accounts, safety deposit box etc…)
- Achieve referral goals, while adhering to regulatory policies and procedures, by identifying opportunities to refer direct customers to other Specialists for additional expertise or specialized needs.
- Build strong relationships with teammates, business partners and specialists by fostering teamwork, partnership and collaboration
- Ensure customer's needs are met by partnering with specialists and business partners to understand what they offer to customers and most effective way to generate business referrals (e.g
- Customer's banking, small business, mortgage and investment needs) in adherence with policies and procedures
- Conduct outbound and inbound client engagement activities.
- Manage a portfolio of mass affluent and small business clients by managing new and existing client appointments, conducting outbound and inbound client management activities, and participating in weekly One Team proactive planning sessions for client engagement activities
- Sell financial products (e.g
- Credit cards, CDs, IRAs, SB loans); Open deposit and self-directed investment accounts ensuring adherence to broker/dealer regulations
- Comply with all applicable banking and investment laws, regulations, company policies and procedures in order to serve the client's best interest and enhance client satisfaction
Education
High School Diploma -
Saddleback College
Mission Viejo, CASkills
- Videoconferencing
- Service Support
- Software Diagnosis
- Hardware Diagnostics
- Customer Service
- Software Installation
- Application Support
- Network Diagnostics
- Performance Testing
- Technical Support
- User Support
- Technical Issues Analysis
- Issue Troubleshooting
- Customer Service Expert
- Product Troubleshooting
- Appointment Scheduling
- Technical Troubleshooting
Personal Qualifications
- Over 14 years of successful sales experience in a salary plus incentive environment with individual sales goals.
- Skilled in assessing customer/client needs, providing solid advice/recommendations, problem resolution and building customer relationships.
- Outstanding verbal and written communication skills. Able to write and speak two languages (English, Farsi)
Languages
Persian
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Support Representative
US Alliance Group
05.2021 - 10.2023
Personal Banker
WELLS FARGO BANK
04.2018 - 04.2021
Relationship manager
BANK OF AMERICA
01.2014 - 03.2018
High School Diploma -
Saddleback College