Miracle Smith
Downey,CA
Summary
Detail-oriented Customer Service Representative and experienced over 5 years 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Technical Support Representative
Charter Cable Communication
01.2016 - 02.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Submitted service tickets for equipment maintenance requests.
- Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Used ticketing systems to manage and process support actions and requests.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Evaluated and responded to incoming sales leads and requests for technical support assistance.
- Managed high levels of call flow and responded to technical support needs.
Customer Service Representative
Spectrum Cable/ Time Warner Cable
10.2009 - 09.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Responded to customer requests for products, services and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Promoted available products and services to customers during service, account management and order calls.
Hotel Receptionist
Sheraton Hotels
11.2006 - 05.2009
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Resolved service-related problems and documented actions in system.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
- Collected room deposits, fees and payments.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Entered customer data into room system and updated information whenever patrons changed rooms.
- Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
Education
Bachelor Of Applied Arts And Science - Sociology
Cal State University Northridge
Northridge, CADiploma -
St Marys Academy High School
Inglewood, CA06.2003
Skills
- Desktop Support
- Windows Vista
- MS Office Proficiency
- Troubleshooting and Assistance
- Windows 10
- Customer Service Expertise
- Reading Comprehension
- Computer System Maintenance
- Issue Troubleshooting
- Account Updating
- Support Ticket System Management
- Hardware and Software Configuration
- Call Center Operations
- Responding to Technical Questions
- Resolve Technical Problems
- Microsoft Windows and Office
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Technical Support Representative
Charter Cable Communication
01.2016 - 02.2023
Customer Service Representative
Spectrum Cable/ Time Warner Cable
10.2009 - 09.2016
Hotel Receptionist
Sheraton Hotels
11.2006 - 05.2009
Bachelor Of Applied Arts And Science - Sociology
Cal State University Northridge
Diploma -
St Marys Academy High School