RIch Wilson
Wichita
Summary
Dynamic Technical Support Representative with a proven track record at Concentrix, excelling in technical problem-solving and customer service. Expert in diagnosing software issues and enhancing client satisfaction through effective communication. Skilled in collections and sales, consistently improving processes and achieving high customer retention rates.
Overview
16
16
years of professional experience
Work History
Technical Support Representative
Concentrix
11.2018 - Current
- Provided technical assistance to customers via phone, email, and chat platforms.
- Diagnosed and resolved software and hardware issues for end-users efficiently.
- Documented customer interactions and technical solutions in support ticket system.
- Assisted in updating knowledge base articles to improve service delivery.
Customer Sales Representative
Bank Card Systems
01.2015 - 11.2018
- Delivered exceptional customer service to enhance client satisfaction and retention.
- Managed sales inquiries through multiple channels, ensuring prompt responses and solutions.
- Trained new representatives on product knowledge and effective sales techniques.
- Utilized CRM software to track customer interactions and streamline communication processes.
- Outbound , Inbound Sales calls.
Collections Agent
CCM
01.2010 - 01.2015
- Managed customer accounts to ensure timely payments and minimize delinquencies.
- Developed payment plans for clients, improving collections efficiency and client satisfaction.
- Analyzed account data to identify trends and recommend process improvements.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
Education
No Degree - Computer Science
Friends University
Wichita, KS08-2017
Skills
- Technical problem-solving
- Technical support
- Product troubleshooting
- Remote support
- Collections
- Sales
- Customer Service
Timeline
Technical Support Representative
Concentrix
11.2018 - Current
Customer Sales Representative
Bank Card Systems
01.2015 - 11.2018
Collections Agent
CCM
01.2010 - 01.2015
No Degree - Computer Science
Friends University