Ozzi Bangi
Mesa,AZ
Summary
Dedicated and results-oriented professional with over 7 years of experience in customer support and team leadership, seeking to leverage expertise in enhancing member satisfaction and streamlining operations as a Member Services Supervisor. Committed to applying strong problem-solving skills, strategic planning, and a passion for delivering exceptional customer experiences to drive team success and contribute to the growth of WebPT.
Overview
17
17
years of professional experience
Work History
Support Specialist 2
WebPT
10.2021 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Assisted in Training of New Support Team Members.
Level 2 Technical Support Representative
Wise Agent
01.2018 - 12.2021
- Consistently met or exceeded individual performance goals while contributing to the overall success of the team.
- Streamlined workflow for faster issue resolution by creating and maintaining a knowledge base of common problems and solutions.
- Maintained expert knowledge of company products and services through regular participation in product training sessions and staying current on industry trends.
- Boosted first-call resolution rates by proactively addressing potential future issues during initial customer interactions.
- Enhanced customer satisfaction by effectively resolving technical issues through phone, email, and chat support.
Manager
Goodwill Of Central And Northern Arizona
01.2014 - 12.2018
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Master At Arms
United States Navy, USN
01.2008 - 12.2012
- Managed access control systems, ensuring only authorized individuals entered restricted areas.
- Facilitated security-related training and education programs for new personnel, ensuring a thorough understanding of policies and procedures among all members of the organization.
- Streamlined incident reporting for improved response times and increased overall safety.
- Ensured compliance with all federal regulations pertaining to firearms storage, handling, and transportation while serving as a key member of the armory management team.
Education
Associate of Applied Science - Web Development
Maricopa Community Colleges - Scottsdale Community College
Scottsdale, AZ01.2019
Skills
- Remote Support
- Support Services
- Customer Relationship Management
- Training and coaching
- Technical assistance
- Escalation Handling
- Empathy and patience
- Hardware troubleshooting
- Problem-Solving
- Attention to Detail
Timeline
Support Specialist 2
WebPT
10.2021 - Current
Level 2 Technical Support Representative
Wise Agent
01.2018 - 12.2021
Manager
Goodwill Of Central And Northern Arizona
01.2014 - 12.2018
Master At Arms
United States Navy, USN
01.2008 - 12.2012
Associate of Applied Science - Web Development
Maricopa Community Colleges - Scottsdale Community College
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