Summary
Overview
Work History
Education
Skills
Certification
IT Security: Defense against the digital dark arts
Timeline
Generic

Moses Patrick

Atlanta,Ga

Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer services industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. 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. 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

8
8
years of professional experience
1
1
Certification

Work History

Level 2 Technical Support Representative

Infogain
05.2023 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented support interactions for future reference.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Monitored systems in operation and quickly troubleshot errors.
  • 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.
  • Researched product and issue resolution tactics to address customer concerns.
  • Assisted with updating technical support best practices for use by team.

Customer Service Advocate

Carvana
09.2022 - 04.2023
  • Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information
  • Promoted available products and services to customers during service, account management and order calls
  • Offered great knowledge to assist team members in offering each customer top-notch support
  • Answered product and service questions, suggesting other offerings to attract potential customers
  • Provided accurate information about promotions, customer programs and products, helping drive high customer retention
  • Developed and updated databases to handle customer data
  • Completed opening and closing functions to meet operational needs
  • Reached out to customers after completed sales to suggest additional service or product purchases
  • Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
  • Maintained and managed customer files and databases
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department
  • Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
  • Assisted customers with opening accounts and signing up for new services
  • Offered internal and external customers first-rate customer service to maximize satisfaction and business success
  • Resolved concerns with products or services to help with retention and drive sales
  • Responded to customer comments and questions via LiveChat during shifts
  • Responded to customer calls and emails to answer questions about products and services
  • Attended telephone skills and program information training sessions to boost aptitude
  • Escalated complicated customer account issues to supervisors and help desk workers
  • Performed various clerical duties by filing and faxing documents and creating customer databases
  • Answered over 50 to 100 calls per shift to meet fast-paced call center demands
  • Addressed customer account discrepancies and concerns
  • Educated customers on current promotions, upgrades or new offerings available under current plan
  • Placed outbound customer service or customer satisfaction calls to follow up on issues
  • Approved and terminated customer contracts upon request
  • Addressed escalated customer service issues sent from sales and service teams to save customer
  • Skills relationships.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

Amazon Associate

Amazon
07.2018 - 01.2022
  • Proved successful working within tight deadlines and fast-paced atmosphere
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
  • Learned new skills and applied to daily tasks to improve efficiency and productivity
  • Prepared variety of different written communications, reports and documents
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
  • Improved operations through consistent hard work and dedication
  • Increased customer satisfaction by resolving issues
  • Delivered services to customer locations within specific timeframes
  • Worked with customers to understand needs and provide excellent service
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Carried out day-to-day duties accurately and efficiently
  • Used Microsoft Word and other software tools to create documents and other communications
  • Offered friendly and efficient service to customers, handled challenging situations with ease
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Worked varied hours to meet seasonal and business needs.
  • Greeted customers and offered assistance for increased customer satisfaction.
  • Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
  • Provided product price information to customers.
  • Managed customer relations through communication and helpful interactions.

Team Lead

Target
10.2015 - 04.2019
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Implemented and developed customer service training processes
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Handled customers in fast-paced setting in coordination with solid team of 25 customer service associates
  • Cross-trained and backed up other customer service managers
  • Promised best prices for customer services and maintained accuracy when determining quotes
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Provided primary customer support to internal and external customers
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Responded to customer requests for products, services and company information
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Recommended products to customers, thoroughly explaining details
  • Offered advice and assistance to customers, paying attention to special needs or wants
  • Updated account information to maintain customer records
  • Cross-trained and provided backup support for organizational leadership
  • Processed customer adjustments to maintain financial accounts
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Delivered prompt service to prioritize customer needs
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%
  • Met customer call guidelines for service levels, handle time and productivity
  • Trained staff on operating procedures and company services
  • Mobile device management
  • Backup and recovery
  • Helpdesk call support
  • Operating system management
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.

Education

High School Diploma -

Clarkston High School
Clarkston, GA
05.2006

Skills

  • Instruction and training
  • Problem solving
  • Customer service
  • Team building
  • Java
  • Troubleshooting
  • HTML
  • Communication
  • Multi-line phone talent
  • Documentation and reporting
  • CallSelect communication systems
  • Problem-solving skills
  • Quality assurance
  • Answering questions
  • Gathering information
  • Call center operations
  • Customer support
  • Technical Support
  • English
  • Troubleshooting and Assistance
  • Efficient Service
  • Employee Computer Support
  • Onsite Instruction
  • Account Management
  • TCP/IP
  • Order Processing
  • Customer Relationship Management
  • Policy and Procedure Adherence
  • Call Center Operations
  • Calm and Professional Under Pressure
  • Customer Inquiries
  • Computer Configurations
  • Customer Profile Management
  • Diagnose Faults
  • Providing Customer Support
  • Maintenance Requests
  • EPA Background Clearance

Certification


  • Technical Support Fundamentals , Coursera
  • The Bits and Bytes of Computer Networking , Coursera
  • System Administration and IT Infrastructure Services
  • Operating Systems and You: Becoming a Power User
  • IT Security: Defense against the digital dark arts

IT Security: Defense against the digital dark arts


IT security concepts, tools, and best practices while gaining insights into threats, attacks, and encryption algorithms. Learn about authentication, authorization, accounting, network security solutions, and building a multi-layered security architecture for organizations

Timeline

Level 2 Technical Support Representative

Infogain
05.2023 - Current

Customer Service Advocate

Carvana
09.2022 - 04.2023

Amazon Associate

Amazon
07.2018 - 01.2022

Team Lead

Target
10.2015 - 04.2019

High School Diploma -

Clarkston High School

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Moses Patrick