MONICA ORTEGA
Customer Service Executive
Greenwood,AR
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
FIELD SUPPORT SPECIALIST
Aptive Environmental LLC
, USA
04.2021 - 07.2023
- Enhanced support processes and updated procedures for consistency.
- Installed, configured, and maintained computer systems and networks.
- Monitored system performance and implemented software for security.
- Configured hardware and software for employee workstations.
- Managed user accounts and permissions.
- Maintained call records in databases.
- Supervised and organized subordinate staff to meet standards.
- Oversaw field units scheduling and shifts.
- Improved service based on customer feedback.
- Facilitated communication between customers and field personnel.
- Managed conflict resolutions.
- Coordinated efficient delivery routes.
- Monitored dispatch communication systems.
- Handled customer accounts and invoicing.
- Resolved customer complaints and inquiries.
- Responded to phone calls and emails.
- Leveraged customer feedback for service enhancements.
TECHNICAL SUPPORT SPECIALIST
Sykes Enterprises
, USA
10.2019 - 01.2021
- Configured hardware, devices, and soft ware to set up workstations for employees
- Explained technical information in clear terms to non- technical individuals to promote better understanding
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Provided Tier 1 IT support to non-technical internal users through desk-side support services
- Monitored systems in operation and quickly troubleshot errors
- Assisted with updating technical support best practices for use by the team
- Researched product and issue resolution tactics to address customer concerns
- Identified potential sales and cross-selling opportunities and informed supervisor
- Provided basic end-user troubleshooting and desktop support
- Documented support interactions for future reference.
Education
Diploma - Phlebotomy
High Tech Institute
Sacramemto, CA 03.1999 - 10.2001
Skills
Achieved a perfect 100% in Quality Assurance (QA) scores, demonstratingMeticulous attention to detail and commitment to maintaining high serviceConsistently ranked as a top contender in company-wide contests, demonstratingExcellence in completing alerts and earning the highest scores among peersCustomer service expertDesktop supportTechnical documents comprehensionSelf-MotivatedCritical ThinkingTeamwork and CollaborationInterpersonal CommunicationCustomer RelationsDispatching procedures
Dispatching Field personnel
Excellent Communication
Good Telephone Etiquette
Organization and Time Management
Timeline
FIELD SUPPORT SPECIALIST
Aptive Environmental LLC
04.2021 - 07.2023
TECHNICAL SUPPORT SPECIALIST
Sykes Enterprises
10.2019 - 01.2021
Diploma - Phlebotomy
High Tech Institute
03.1999 - 10.2001