Stephen Crow
Payson
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
Work History
Onboard and Uploading Specialist
MacroFab, Inc.
05.2022 - 11.2024
- Assisted sales team with their customers uploading, configuring, and creating quotes for their PCB design files
- Worked directly with Engineers and Purchasers who upload PCB design files to the self service platform
- This included creating quotes for their designs to help overcome sourcing issues with some parts
- Engaged engineers and purchasers for challenges encountered after purchases of PCBs (i.e
- Issues found in their design files or configurations)
- ITAR certified to help with sales and customers who have ITAR specific PCBs they need built
Acting CEO
American Home Health Services
07.2017 - 06.2020
- Worked with the Marketing director to develop strategies to keep services active during pandemic
- Had weekly meetings with board regarding budget
- Worked with office manager to retain staff during pandemic
Senior Tech/Customer Service
TP-LINK
10.2011 - 06.2017
- Assisted customers, end users, and installers, with troubleshooting and resolving issues with networking equipment
- Assisted with pre-sales questions regarding the network products and the best implementation within an environment
- Addressed IT/customers' concerns regarding their RAM'd products
- Worked with engineers at our Headquarters to find bugs with our products
- Tested firmware updates to resolve the bugs
- Assisted techs with escalated cases then reallocated to our 1st level techs so they may then complete the customer request
- Interacted with customers via social media to further assist with issues and to address any concerns they might have (Amazon reviews, Newegg reviews, Facebook…)
- Assisted with implementation and writing of new RMA Policies and Procedures to have products replaced
- Emailed customers/IT to further assist and resolve with any concerns/issues they might have
- Awards: Customer Service of the Year 2014 and 2015, Employee of the Month for Jan, Feb, March, June 2014
2nd Level Tech
EVGA Corporation
02.2008 - 09.2011
- Assisted 1st Level Techs via the internal chat program with issues that arose during their calls
- Answered 1st and 2nd Level Tech calls from customers and escalated calls from the 1st Level Techs
- Topics of Customer Service/Tech calls ranged from: pre-sales questions, confirmation/inquiries on orders placed on our website
- Assisted customers with warranty, promotion, contest concerns/questions and further assisted with any questions/concerns regarding their warranty replacements
- Answered the customer via email submitted through the customer profiles on the website
- Monitored and assisted customers with any concerns when posted to the forums, ensuring the issues were adequately resolved
- Assisted the team with creating FAQ's for the website to be used by the customers
Customer Service/Dispatcher
Ben Franklin Plumbing/Jones and Son Heating and Air
01.2007 - 08.2007
- Answered phone calls, kept a detailed call log of inbound calls and reasons for calling
- Performed marketing strategies (i.e
- Mailer postcards, letters of varied nature) to be sent to previous and potential customers within the area
- Dispatched technicians to customer homes in a timely, organized manner
MIS & Administrative Support Manager
Active Care Support Services, Inc.
01.2006 - 01.2007
- Supported, purchased, upgraded, maintained, and troubleshot all computers, phones, laptops, printers, and fax machines
- Input company software: HomeTrak data
- Interfaced with software vendors, researched, and developed software
- Responsible for staff training of agency (HomeTrak) software
Education
Bachelor's degree - Information Technology
University of Phoenix-Online Campus
Phoenix, AZ09.2021
Skills
- Live Chat
- Salesforce
- Live chat support
- Active listening
- Customer relations
- Critical thinking
- Problem resolution
- Relationship building
- Call center experience
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Complaint handling
- Conflict resolution
- Follow-up skills
- Call management
- Documentation
- Customer relationship management (CRM)
- De-escalation techniques
Awards
- Customer Service of the Year, 2014
- Customer Service of the Year, 2015
- Employee of the Month, 2014
Timeline
Onboard and Uploading Specialist
MacroFab, Inc.
05.2022 - 11.2024
Acting CEO
American Home Health Services
07.2017 - 06.2020
Senior Tech/Customer Service
TP-LINK
10.2011 - 06.2017
2nd Level Tech
EVGA Corporation
02.2008 - 09.2011
Customer Service/Dispatcher
Ben Franklin Plumbing/Jones and Son Heating and Air
01.2007 - 08.2007
MIS & Administrative Support Manager
Active Care Support Services, Inc.
01.2006 - 01.2007
Bachelor's degree - Information Technology
University of Phoenix-Online Campus
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