Rodain Reynolds
Grand Rapids,MI
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Fifth Third Bank
Grand Rapids, MI
01.2021 - Current
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Served customer account and technical needs 100+ daily calls, consistently meeting productivity and quality targets.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Researched and identified solutions to technical problems.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Resolved concerns with products or services to help with retention and drive sales.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
Hi-Lo Driver
Hi-Lo Drivers, Columbian Logistics Network
Grand Rapids, MI
10.2020 - 11.2021
- Perform daily equipment checks such as recharging the Hi-Lo's battery and lubricating equipment
- Used strapping and bracing techniques combined with proper balancing to prevent load shifting
- Located and moved stock of products to pallets or crates for storage or shipment
- Verified item accuracy by referring to pulling orders and batch numbers
- Maneuvered forklift safely in congested and confined areas while being alert and looking out for obstacles.
Driver
Hilo, Amazon
Caledonia, WI
06.2020 - 10.2020
- Operated a stand up hilo and moved pallets and crates from a truck to a loading and unloading area
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
Front Counter Help
Panda Express
Kentwood, MI
04.2019 - 05.2020
- Warmly welcomed customers upon approaching counter and placing orders
- Performed arithmetic functions handling cash, close checks, and balance register
- Recommended additional items to customers before completing orders and advising patrons of monetary totals
- Acquired product knowledge and proposed changes to current products and new product concepts.
Custodian/Janitor
William C. Abney Academy
Grand Rapids, MI
06.2016 - 08.2018
- Inspected facility and grounds and picked up trash or other debris impacting appearance or movement flows between spaces
- Ran variety of cleaning machines such as floor machines designed to strip, wax, extract and top scrub floors and carpets
- Completed routine floor stripping, sealing and finishing
- Moved furniture for cleaning and set up for special events
- Kept building spaces premises clean inside and outside
- Set up, arranged and removed decorations, tables, chairs, ladders and scaffolding to prepare facilities for large events
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows and dusting
- Promoted building security by locking doors and checking electrical appliances for safety hazards.
Donation Clerk
Goodwill Industries
Kentwood, MI
01.2018 - 06.2018
- Interacted with customers by phone, email or in-person to provide information
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Supported staff on special assignments and ad hoc projects.
Education
Associate - Engineering (Pre-Engineering)
Grand Rapids Community College
04-2026
High School Diploma -
Grand River Preparatory High School
06.2019
Skills
- Complaint Handling
- Lead Generation
- Call center experience
- Team Player
- Technical issues analysis
- Friendly and Patient
- Problem Resolution
- Follow-up skills
- Remote Technical Support
- Online Chat Support
- Ticket management
- Incident Management
- Support Services
- Customer service expert
- Professional telephone demeanor
Timeline
Customer Support Specialist
Fifth Third Bank
01.2021 - Current
Hi-Lo Driver
Hi-Lo Drivers, Columbian Logistics Network
10.2020 - 11.2021
Driver
Hilo, Amazon
06.2020 - 10.2020
Front Counter Help
Panda Express
04.2019 - 05.2020
Donation Clerk
Goodwill Industries
01.2018 - 06.2018
Custodian/Janitor
William C. Abney Academy
06.2016 - 08.2018
Associate - Engineering (Pre-Engineering)
Grand Rapids Community College
High School Diploma -
Grand River Preparatory High School
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