Zendesk
Steve M. Arroyo
Customer Service Representative
Oakland,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Support and Technical Support industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Account Service Representative
Telava Networks
San Francisco, CA
05.2009 - 11.2021
- Provide technical support for customers and Company employees on how to place online orders via website
- Reset customer passwords And Arranged customers with refunds
- And billing questions, Total minutes used how many calls were inbound and outbound
- Created detailed reports on total inbound calls from certain regions of U.S. And time zones.
- Perform diagnostics and troubleshoot system for Interface issues with browsers on Microsoft Windows and Apple
- Educate customers on how to use software with LAYP Directory
- Provide technical support for Tier 1 and Tier 2 VoIP issues
- Specialize in Vinculum VoIP support CRM
- Specialize in Xcast VoIP configuration and support protocols
- Troubleshoot LAN/WAN networks
- Configure Polycom IP phones, Astra phones, and Grand stream phones
- Assist in developing documented procedures for VoIP setup and installation support procedures.
- Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.
- Researched options and recommended services to address clients' needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Advocated for client needs within Telava company to improve experience and increase customer retention
- Educated clients on relevant policies and options and answered questions to phone and video issues
VoIP Support, Tier
Bx8 Inc
Santa Clara, CA
04.2007 - 04.2009
- 2
- Provided customers information on their business telephone accounts
- Helped customers with setting up and configuring their phone accounts
- Troubleshoot connection problems for customers
- Addressed customers billing questions
- Provided support to Sip Trunking customers, answered questions, processed telephone change numbers, and Helped customers troubleshoot and resolve service issues.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Configured hardware, devices and software to set up work stations for employees.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Education
A.A. Degree - Business Administration and Computer Science
San Jose State University
Skills
Complaint Handling & Resolution, Teambuilding & Training
Video Call Support, VoIP Hardware Support
Keeping Records of Server usage, Detailed Reports on Failures
Trained Call Center Support and Recordkeeping strengths
Clarify, Zendesk, Remedy, Vantif, Word, Outlook, Zoom, Skype
Report preparation
Software
Clarify
Vantif
Remedy
Computer repair
In my free time I enjoy working on and repairing computers. I enjoy the challenge and the sense of accomplishment on getting them back to working form.
Timeline
Account Service Representative
Telava Networks
05.2009 - 11.2021
VoIP Support, Tier
Bx8 Inc
04.2007 - 04.2009
A.A. Degree - Business Administration and Computer Science
San Jose State University