Ryan Wakefield
Albuquerque,NM
Summary
Results-driven support specialist with 10 years of experience in a high-volume call center. Proven track record of de-escalating conflicts and troubleshooting complex technical issues. Commitment to maintaining high customer satisfaction scores and optimizing client satisfaction.
Overview
10
10
years of professional experience
Work History
Family Caregiver
Family Caregiver
07.2023 - 08.2026
- Dedicated full-time to managing a serious family health matter, which has since been resolved. No future accommodation is needed.
Customer service representative
Benelynk
05.2022 - 06.2023
- Received inbound and made outbound calls. About open enrollment for Medicare.
- Helped members choose Benefits that they were entitled to.
- Helped members apply for food stamps.
- Assisted members with locating free or low-cost resources or social programs that members could benefit from.
Customer Service Representative
Safelite Solutions
09.2021 - 03.2022
- Received inbound calls and assisted customers with scheduling windshield or glass repair or replacement on their vehicle.
- Verified insurance coverage and helped customers file glass claims under their comprehensive coverage.
Stay-at-home parent
Stay-at-home parent
03.2020 - 09.2021
- Cared for my children while their schools were closed because of COVID-19; helped my children with their schoolwork and watched over them because of both daycare and school closures.
Receiving Associate
Albuquerque Greater Habitat for Humanity
06.2018 - 03.2020
- Received donated merchandise and made pickups from customers' homes, communicating with customers by phone about donation pickup locations.
- Drove box trucks to customers’ homes and businesses to pick up donations.
Customer Service Representative
Lowe's
03.2016 - 05.2018
- Answered incoming customer calls regarding extended warranty coverage that was purchased through Lowe's.
- Did basic troubleshooting steps with the customer to try to resolve problems with appliances and many other tools and electronics.
- If unsuccessful, scheduled customer for service.
Education
BACHELOR OF SCIENCE - Information Technology
University of Phoenix
12.2023
Associate of Arts - information technology with INFORMATION assurance and security certificate
University of Phoenix
09.2021
Skills
- Windows 7/8/10
- Microsoft Office 365
- Networking Protocols
- TCP/IP
- FTP
- DHCP
- DNS
- VPN
- Wireless
- Printer Hardware and Connectivity
- Installations
- Configurations
- Peripheral Equipment
- PCs
- Macs
- Remote Access Tools
- Directory Services
Timeline
Family Caregiver
Family Caregiver
07.2023 - 08.2026
Customer service representative
Benelynk
05.2022 - 06.2023
Customer Service Representative
Safelite Solutions
09.2021 - 03.2022
Stay-at-home parent
Stay-at-home parent
03.2020 - 09.2021
Receiving Associate
Albuquerque Greater Habitat for Humanity
06.2018 - 03.2020
Customer Service Representative
Lowe's
03.2016 - 05.2018
BACHELOR OF SCIENCE - Information Technology
University of Phoenix
Associate of Arts - information technology with INFORMATION assurance and security certificate
University of Phoenix