Sandra Waltemath
Orlando,FL
Summary
Dynamic Technical Support Representative with proven expertise at Comcast Business, excelling in technical troubleshooting and customer service. Recognized for outstanding problem-solving skills, I effectively resolved complex issues while maintaining high customer satisfaction. Adept at remote support and ticket management, I leverage analytical thinking to enhance user experiences and drive loyalty.
Overview
18
18
years of professional experience
Work History
Technical Support Representative
Comcast Business
Orlando, FL
05.2020 - Current
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Customer Service Guest Specialist
Marriott
Doral, FL
04.2019 - 12.2019
- Managed reservations accurately, minimizing errors in overbooking or misplaced bookings.
- Handled customer complaints to satisfy and retain guests.
- Managed check-in and check-out procedures for guests.
- Upheld hotel policies and procedures by providing high level of customer service.
Technical Support Representative
Convergys
Jacksonville, NC
11.2016 - 02.2019
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed high levels of call flow and responded to technical support needs.
- Achieved recognition for outstanding problem-solving skills in complex technical environments.
- Reduced call handling time, implementing efficient diagnostic protocols.
Customer Service Representative
Alorica
Jacksonville, NC
05.2007 - 10.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Associate of Arts - General Studies
Coastal Carolina Community College
Jacksonville, NC05-2005
Skills
- Technical troubleshooting
- Technical support
- Remote support
- Customer service expert
- Active listening
- Network diagnostics
- Ticket management
- Network configuration
- Verbal and written communication
- Product knowledge
- Analytical thinking
- Hardware troubleshooting
Timeline
Technical Support Representative
Comcast Business
05.2020 - Current
Customer Service Guest Specialist
Marriott
04.2019 - 12.2019
Technical Support Representative
Convergys
11.2016 - 02.2019
Customer Service Representative
Alorica
05.2007 - 10.2016
Associate of Arts - General Studies
Coastal Carolina Community College