Summary
Overview
Work History
Education
Skills
Timeline
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Spring Patterson

Las Vegas

Summary

Professional Technology Specialist with expertise in technical support and administration. Motivated to develop security tools and infrastructure for businesses, as well as provide technical support. Multi-talented professional and especially gifted in customer support. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

7
7
years of professional experience

Work History

Technical Support Representative

Champion Power Equipment
04.2024 - Current
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Managed high levels of call flow and responded to technical support needs.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Reduced call handling time, implementing efficient diagnostic protocols.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.

Technical Support Representative

Tesla
08.2023 - 04.2024
  • Accurately record issues and data into CRM / Vehicle Support System
  • Delivering exceptional customer experience by handling inbound phone calls for Service and vehicle support customers
  • Review and assess customer concerns for possible troubleshooting and remote diagnostics
  • Educate customers how to self-serve including directing to the self-help website and self-scheduling appointments with the local service team.
  • Managed high levels of call flow and responded to technical support needs.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.

SR. Team Leader

Telus International
02.2018 - 06.2023
  • Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
  • Streamlined communication channels for improved cross-functional collaboration, resulting in better project outcomes.
  • Championed a culture of continuous learning, fostering an environment conducive to professional growth and development.
  • Mentored junior team members, providing guidance and support to enhance their career progression.
  • Reduced operational costs through effective budget management and cost control measures.
  • Built a cohesive team culture by recognizing individual achievements while emphasizing collective success as the ultimate goal.
  • Set clear team goals and delegated tasks and set deadlines.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.

Education

High School Diploma -

Polytechnic High School
Long Beach, CA

Skills

  • Ability to take instructions from management and ensure completion
  • Great communication and rapport building with clients, team members and Management of all levels
  • Creates a positive and productive work environment
  • Forward-thinking driven/Solution driven with strong analytical and critical thinking skills
  • Excellent grammar, enunciation, pronunciation, with strong written skills
  • Ability to work independently in a fast paced atmosphere
  • Problem-solving
  • Attention to detail
  • Teamwork and collaboration

Timeline

Technical Support Representative

Champion Power Equipment
04.2024 - Current

Technical Support Representative

Tesla
08.2023 - 04.2024

SR. Team Leader

Telus International
02.2018 - 06.2023

High School Diploma -

Polytechnic High School

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Spring Patterson