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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Patricia Harris
Greenville,SC
Summary
Overview
17
years of professional experience
Work History
Verizon
Tier 2 Technical Support Representative
07.2009 - 08.2023
Job overview
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Leveraged data-driven monitoring systems to identify and resolve potential issues.
- Developed proactive tools to assist customers and internal support organization.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Responded to customer inquiries and provided technical assistance over phone.
- Diagnosed and troubleshot hardware, software and network issues.
Verizon
Customer Care Representative
07.2006 - 07.2009
Job overview
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Communicated with clients regarding account services, statements, and balances.
- Implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Resolved concerns with products or services to help with retention and drive sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
Greenville Technical CollegeGreenville, SC
Associate of Science from Business Administration
University Overview
Skills
- Performance Tuning
- Virtualization Technologies
- Adaptability
- Software Installation
- Customer Satisfaction
- Agent Support
- Technical Diagnostics
- Team Support
- MDM (Mobile Device Management)
- Remote Technical Support
- De-Escalation Techniques
- Organizational Skills
- Issue Research
- Customer Inquiries
- Client Rapport-Building
- Responding to Technical Questions
- Voice and Data Service Migration
- Customer Communication and Empathy
- Feature Activation
- Customer Needs Assessments
- Friendly and Patient
- Issuing Tickets
- Troubleshooting Network Issues
- Apple IOS
- Creative Issue Resolution
- Resolve Technical Problems
Availability
See my work availability
Not Available
Available
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Timeline
Tier 2 Technical Support Representative
Verizon
07.2009 - 08.2023
Customer Care Representative
Verizon
07.2006 - 07.2009
Greenville Technical College
Associate of Science from Business Administration
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