Active Directory
Robert Anderson
Desktop Technician
Lexington,United States
Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Summary
Hands-on Customer Service Manager effective in motivating others to reach optimum potential. Collaborative multitasker with thoughtful leadership style and equitable task delegation. Organized facilitator of numerous competing variables to meet team goals of serving clientele.
Software
Service Now
Windows (7,8,10,11)
Dell Technician Certified
Office Suite (Word, Excel, OneNote, etc)
Network Setup/Troubleshooting
Slack
Zoom
Microsoft Teams
Work History
Desktop Technician
Commonwealth Office Of Technology
Lexington, Kentucky
12.2022 - Current
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Resolved over 30 technical troubleshooting tickets per week, while standard expectation was 20 per week.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched product and issue resolution tactics to address customer concerns.
Distribution Clerk
Feld Entertainment
Richmond, Kentucky
08.2022 - 12.2022
- Managed inventory and demand forecasting, requesting $3 Million+ each week in merchandise to sell at Disney on Ice shows.
- Maintained rigorous adherence to schedules, showcasing an ability to manage and meet internal SLAs with vendors.
- Utilized in-depth product knowledge to facilitate efficient distribution processes.
- Played a key role in quality assurance and problem resolution.
- Communicated effectively across departments to resolve supply and quality issues,
- Identified, analyzed, and resolved operational errors independently.
- Assisted in strategic planning and evaluation, contributing to business objectives and operational discipline.
- Demonstrated strong leadership qualities by collaborating with various departments to ensure smooth operation.
- Committed to continuous improvement by uncovering and resolving errors, indicating a propensity for delivering key insights and driving positive changes in user and customer experiences.
Customer Service Team Manager
Amazon
Winchester, Kentucky
08.2017 - 07.2020
- Led and mentored a team of customer service representatives to deliver superior technical support, ensuring adherence to company SLAs and KPIs.
- Collaborated with global teams to establish and maintain customer service standards and strategies.
- Regularly met and exceeded monthly and quarterly targets by implementing strategic customer support initiatives.
- Cultivated expertise in company products, enabling me to provide in-depth technical advice and solutions to both team members and broader internal stakeholders.
- Championed professional development by identifying and promoting team members with exceptional skills and by consistently providing constructive feedback to foster growth.
- Facilitated cross-functional training sessions and collaborated with managers across multiple sites to streamline training processes and elevate team performance.
- Drove continuous improvements in the customer support journey through innovative strategies and by gleaning key insights from customer feedback.
- Established robust internal communication channels, fostering strong relationships with stakeholders across multiple global offices.
- Demonstrated a deep passion for enhancing customer experience through technological solutions and proactive problem-solving.
- Managed a team with multiple direct reports (10-25), focusing on delivering direct technical support to end customers.
- Leveraged operational expertise to enact strategic changes with significant positive business impacts.
Executive Customer Relations
Amazon
Winchester, Kentucky
01.2017 - 08.2017
- Managed sensitive customer contacts directly linked to the company's CEO, highlighting adeptness in handling high-stakes situations and potential public visibility scenarios with professionalism and discretion.
- Proactively identified, analyzed, and reported trends in customer feedback, utilizing these insights to recommend product improvements and enhance the overall customer support journey, similar to the expected market insights analysis at Dropbox.
- Played a key role in internal customer service training initiatives, sharing expertise and strategies to uplift team capabilities, akin to the coaching and mentoring responsibilities of the Customer Support Team Lead.
- Maintained a rigorous follow-up process on customer interactions, showcasing dedication to high service standards and successful issue resolution.
- Conducted detailed analysis of customer feedback to identify patterns and potential areas for improvement, a critical aspect of operational discipline and support standard development.
- Delivered personalized, high-quality customer service by leveraging comprehensive knowledge of products and services, setting the stage for the "world-class support experience".
- Exhibited strong communication and problem-solving skills, especially in high-pressure situations, preserving customer trust and preventing potential business losses.
- Demonstrated a strong commitment to customer experience, reflected in adept handling of complex queries and providing detailed product guidance.
- Managed high-level customer complaints, providing timely, effective solutions, and follow-ups, ensuring issues were resolved to the customer's satisfaction, aligning with the accountability for SLAs.
Repeat Contact Escalation
Amazon
Winchester, Kentucky
05.2015 - 01.2017
- Informed and guided customers on various processes including billing, payment, and support protocols, demonstrating the ability to communicate complex information clearly.
- Maintained a monthly Positive Response Rate (PRR) from customers of 95% or higher, greatly exceeding team and network averages.
- Consistently provided exceptional customer service, utilizing an in-depth understanding of products and services to enhance user experience.
- Enhanced customer support operations by initiating and participating in collaborative service improvements, showcasing leadership and a contribution to operational discipline and support standards.
- Demonstrated strong communication and interpersonal skills in managing customer expectations and ensuring a positive customer experience, skills that are translatable to managing and influencing stakeholders across multiple global offices.
- Responded adeptly to customer inquiries, providing customized recommendations and solutions, showcasing problem-solving skills critical for maintaining and improving Key Performance Metrics (KPMs).
- Kept abreast of the latest product and service updates, demonstrating a commitment to continuous learning and expertise.
- Exhibited a deep commitment to customer experience excellence and operational efficiency, crucial for a role that requires a balance of technical know-how and customer-centric service delivery.
- Cultivated strong customer relationships through empathy and understanding.
Kindle Tier 2 Tech Support
Amazon
Winchester, Kentucky
01.2014 - 05.2015
- Expertly dissected and assessed user technical problems, utilizing systematic approaches, comprehensive knowledge, and investigative questioning, showcasing proficiency in delivering tech support.
- Engineered and executed technical resolutions to customer issues, heightening satisfaction levels.
- Promptly and effectively responded to customer inquiries, delivering technical support via phone and remote sessions, demonstrating the remote assistance capabilities required for global support teams.
- Contributed to the creation and refinement of training programs, indicating a background in coaching and the capacity to mentor team members on technical troubleshooting.
- Skillfully diagnosed and rectified a broad spectrum of hardware, software, and network issues.
- Ensured system security and data integrity through the application of software patches and updates, insuring customer data protection.
- Engaged in direct client communication to ascertain the underlying causes of technical issues with Kindle devices.
- Diligently documented technical challenges and corresponding solutions, establishing a historical tracking system for enhanced issue resolution.
Kindle Tier 1 Tech Support
Amazon
Winchester, Kentucky
10.2013 - 01.2014
- Delivered front-line technical support for Kindle users, troubleshooting a broad range of device issues, underscoring the ability to become a product expert and provide technical guidance.
- Balanced technical support tasks with customer advocacy, always seeking the most effective resolution to ensure a positive customer experience.
- Maintained strict adherence to service level agreements (SLAs), showcasing a clear understanding of the importance of meeting and exceeding established metrics.
- Actively participated in team trainings and knowledge-sharing sessions, highlighting a readiness to peer-coach and mentor team members.
- Collaborated with Tier 2 support and other departments to ensure a seamless and efficient resolution process, showcasing the ability to work within a matrix structure and build cross-functional relationships.
- Contributed to the continuous improvement of support processes by providing feedback on support tools and protocols, demonstrating a passion for operational excellence.
- Assisted in the creation of internal documentation and help articles, showing a commitment to knowledge management and the development of support standards.
- Provided an exemplary customer support experience, evidenced by positive feedback and high customer satisfaction scores (Positive Response Rate).
Retail Customer Service Associate
Amazon
Winchester, Kentucky
08.2013 - 10.2013
- Upheld high standards of customer service, consistently addressing customer needs and resolving concerns by resolving over 50 customer calls per day.
- Maintained a high Positive Response Rate (PRR) of 92.5% or higher, exceeding team and network averages.
- Demonstrated strong communication and active listening skills in responding to customer inquiries via calls and emails.
- Contributed to customer satisfaction and service standard improvements by providing detailed feedback to management.
- Maintained detailed records of customer interactions, employing organizational skills that ensured swift resolution of issues, a practice vital in adhering to and exceeding SLAs and customer satisfaction metrics.
- Escalated major issues efficiently to appropriate teams, demonstrating a clear understanding of operational hierarchy and internal collaboration.
- Leveraged internal software and tools to promptly meet customer needs and resolve issues, indicating a readiness to become a product expert and provide technical advice.
- Recommended products and services tailored to customer needs, evidencing the ability to understand and advocate for user requirements.
- Initiated follow-ups with customers to ensure resolved issues remained satisfactory, displaying a proactive approach and dedication to exceeding customer service standards.
- Collaborated effectively with team members to enhance the overall customer service experience, highlighting the ability to work in a team environment and potentially lead and inspire a team to exceed goals.
- Demonstrated an ability to handle multiple customer service functions, from responding to inquiries to assisting with product selection and order management, showcasing operational skills and versatility.
Education
High School Diploma -
Montgomery County High School
Mount Sterling 08.2005 - 06.2009
Skills
Teamwork & Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Desktop Technician
Commonwealth Office Of Technology
12.2022 - Current
Distribution Clerk
Feld Entertainment
08.2022 - 12.2022
Customer Service Team Manager
Amazon
08.2017 - 07.2020
Executive Customer Relations
Amazon
01.2017 - 08.2017
Repeat Contact Escalation
Amazon
05.2015 - 01.2017
Kindle Tier 2 Tech Support
Amazon
01.2014 - 05.2015
Kindle Tier 1 Tech Support
Amazon
10.2013 - 01.2014
Retail Customer Service Associate
Amazon
08.2013 - 10.2013
High School Diploma -
Montgomery County High School
08.2005 - 06.2009
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