Star Burten
Richmond,TX
Overview
6
6
years of professional experience
1
1
Certification
Work History
CUSTOMER SUPPORT SPECIALIST (contractor)
DreamBox
05.2023 - 09.2023
- Achieved high satisfaction rating through proactive one-call resolutions of customers issues
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Inbound Customer Service Representative (contract)
Connexion Point
08.2022 - 11.2022
- Answered 100+ calls per day exceeding quota by 15%
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
Technical Business Analyst (contractor)
Genspark
01.2022 - 07.2022
- Enhanced and reconstructed computer systems resulting in 80% increased efficiency for business end-users
- Authored 20+ documentation on technology implementation strategies and best practices to optimize spending and IT staff deployment
- Supported 4 new project initiatives by analyzing preliminary business needs and defining factors such as budget constraints, time management, and resource planning.
- Improved communication between IT and business units by serving as a liaison and translating technical concepts into easily digestible terms.
- Evaluated existing systems for improvement opportunities, resulting in increased performance and reduced costs.
Technical Support Representative
Zoll
04.2017 - 01.2022
- Fielded average of 50+ daily inbound phone calls to deliver support and remotely resolve service issues
- Developed and tested new product offerings prior to release to assist development team in bug identification
- Resolved diverse range of technical issues across multiple systems and applications for 100+ customers and end-users across various time zones
- Explained technical information in clear terms to non-technical individuals to promote better understanding
- Responded to customer chat requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Science in Computer Science and Programming -
University of Houston
05.2018
Skills
- Microsoft Windows & Office
- Salesforce
- Slack
- Microsoft ASP NET
- Customer Relationship Management (CRM)
- CRM Software
- Call Center Experience
- Technical Troubleshooting
Certification
- CBAP CERTIFIED BUSINESS ANALYST
- CompTIA A+
Bug Fixes
- Auditing
- Project Management
- Account Management
Timeline
CUSTOMER SUPPORT SPECIALIST (contractor)
DreamBox
05.2023 - 09.2023
Inbound Customer Service Representative (contract)
Connexion Point
08.2022 - 11.2022
Technical Business Analyst (contractor)
Genspark
01.2022 - 07.2022
Technical Support Representative
Zoll
04.2017 - 01.2022
Bachelor of Science in Computer Science and Programming -
University of Houston
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