Prakash Diyali
Omaha,NE
Summary
Dynamic Customer Service Technician with a proven track record at Douglas County, excelling in technical issue resolution and enhancing service quality. Skilled in hardware troubleshooting and active listening, I successfully trained new team members and implemented strategies that improved customer satisfaction and retention. Committed to fostering teamwork and continuous improvement.
Overview
6
6
years of professional experience
Work History
Customer Service Technician
Douglas County
03.2024 - Current
- Diagnosed and resolved technical issues for customers, ensuring prompt service delivery.
- Collaborated with cross-functional teams to enhance customer support processes and efficiency.
- Trained new technicians on systems and tools, fostering knowledge sharing within the team.
- Monitored customer feedback to identify trends and implement service improvements.
- Assist customers to register their vehicles, boats and trailer
- Collect property tax payments, renew registrations, print titles
- Collaborated with team members to improve overall customer service experience.
Customer Service Supervisor
I2c Inc
02.2020 - 03.2024
- Supervised daily operations to enhance customer service quality and team productivity.
- Developed training programs for new staff, improving onboarding efficiency and knowledge retention.
- Analyzed customer feedback to identify trends and implemented strategies for service improvement.
- Coordinated scheduling to ensure optimal coverage during peak hours, enhancing response times.
- Established key performance indicators to monitor team effectiveness and drive continuous improvement initiatives.
- Coached employees through day-to-day work and complex problems.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Created customer support strategies to increase customer retention.
- Completed bi-weekly payroll for 30 employees.
Education
Associate of Science - Information Technology
Metropolitan Community College
Omaha, NE05.2026
High School Diploma -
Benson High School
Omaha, NE05-2020
Skills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation and reporting
- Customer needs assessment
- Service quality standards
- CRM software
- Teamwork
- Problem-solving
- Time management
- Attention to detail
- Calm under pressure
- Active listening
- Money handling
- Relationship building
Languages
English
Full Professional
Nepali
Native or Bilingual
Hindi
Native or Bilingual
Timeline
Customer Service Technician
Douglas County
03.2024 - Current
Customer Service Supervisor
I2c Inc
02.2020 - 03.2024
Associate of Science - Information Technology
Metropolitan Community College
High School Diploma -
Benson High School
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