Sheila Ziglar
Antioch,Tennessee
Summary
Detail-oriented Customer Service and Technical with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
6
6
years of professional experience
Work History
Technical Support /Customer Service Representative
Asurion Insurance Services
Antioch, TN
03.2017 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and system issues.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Representative
AAA Auto Club Group
Antioxh, TN
06.2014 - 06.2015
- Provided primary customer support to internal and external customers.
- Provided information regarding charge accounts and loyalty programs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Education
Associate of Science - Business Communications
Nashville College of Business And Technology
Nashville, TN05.2006
Skills
- Troubleshooting Network Issues
- Friendly and Patient
- Multitasking and Prioritization
- Analytical and Methodical
- Highly Professional
- Microsoft Windows and Office
- Help Desk Support
- Interpersonal Skills
- Active Listening
- Resolving Problems and Incidents
- Verbal and Written Communication
- Technical Troubleshooting
- Attention to Detail
- Collaborative Team Player
Timeline
Technical Support /Customer Service Representative
Asurion Insurance Services
03.2017 - Current
Customer Service Representative
AAA Auto Club Group
06.2014 - 06.2015
Associate of Science - Business Communications
Nashville College of Business And Technology