Parker Stein
Rochester
Summary
Support professional bringing valuable experience in managing high-volume customer interactions and resolving technical issues. Reliable team player with focus on collaboration and achieving results. Known for adaptability and key skills in communication and troubleshooting. As well as experience in managing and coordinating employees.
Overview
4
4
years of professional experience
Work History
Senior Support Representative
Rochester Institute of Technology, RIT
08.2024 - Current
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Was often tasked to oversee operations on a day to day basis and made sure staff were accounted for and accommodated.
- Trained staff on operating procedures and services.
Technical Support Representative
Rochester Institute of Technology, RIT
09.2020 - 08.2024
- Provided remote and in-person assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions.
- Resolved complex technical problems through effective troubleshooting techniques.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Utilized various communication channels such as chat, email, and phone calls to provide prompt assistance to customers in need.
Education
Current Student - School of Individualized Study
Rochester Institute of Technology
Rochester, NY05-2026
High School Diploma -
Spencerport High School
Spencerport, NY06-2020
Skills
- Training and mentoring
- Ticket management
- Call center experience
- Escalation handling
- Remote support tools
- Live chat support
- Incident management
- Creative solutions
- Customer deescalation/customer service skills
- Office 365 applications
Projects
- Managed the In-tune overhaul for the SD support department computers.
- played a pivotal role in the overhaul of the SD training program.
- Carried out the overhaul of the revised SD training program
- On the Support hiring committee for potential incoming support staff
Timeline
Senior Support Representative
Rochester Institute of Technology, RIT
08.2024 - Current
Technical Support Representative
Rochester Institute of Technology, RIT
09.2020 - 08.2024
Current Student - School of Individualized Study
Rochester Institute of Technology
High School Diploma -
Spencerport High School
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