STEPHEN M. MARSH
Orange,NJ
Summary
Motivated individual with experience in customer relations and support. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Collaborative team-based approach to issue resolution. Superior work ethic dedicated to personal and company success.
Overview
4
4
years of professional experience
Work History
Technical Support Specialist
Alpine Business
05.2023 - Current
- Creates over 30 tickets per day.
- Works in Managed Service Provider (MSP) environment
- Provides both vendors and clients with best customer service possible, while working to resolve their issues in timely manner
- Interacts with customers via phone, email, and ConnectWise ScreenConnect
- Manages high call load volume
- Responds promptly to incoming requests for technical support
- Creates support tickets using Autotask (IT business management solution)
- Uses critical thinking, along with active listening to best understand client’s needs
- Follows all SLA and client contract negotiations
- Records and maintains relevant notes for each client and work order
- Assists customers in identifying underlying issues (the “why”) and explains solutions to restore service and functionality
- Translates complex technical issues into digestible language for non-technical users
- Follows up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Documents support interactions for future reference
- Collaborates with supervisors to escalate and address customer inquiries or technical issues
- Tracks computer equipment, peripherals, and network servers via master documentation
- Promotes efficiency among departments with prompt resolution of system issues
- Monitors system performance to identify potential issues.
Call Center Representative
Delta Dental Of New Jersey
03.2022 - 04.2023
- Fielded average of 60 member and provider calls per day and provided exceptional customer service
- Multitasked in high-pressure environment
- Assisted callers with website login issues, along with general website navigation
- Gained knowledge of diverse plan features and internal systems to address difficult customer situations
- Provided benefit breakdowns to callers, and answered questions related to claim payments
- Processed claims in timely manner
- Followed strict adherence to schedule and all HIPPA guidelines provided by business
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously
- Answered constant flow of customer calls with minimal wait times.
Quality Inspector
Rotor Clip
12.2021 - 02.2022
- Measured over 100 retention rings per day.
- Assisted in production of retention rings and performed office duties when not on production floor
- Responsible for data entry of various retaining rings' dimensions and ensuring quality/accuracy of material during production process
- Performed various office duties as assigned.
Office Assistant
Laboratory Sales And Service
03.2020 - 09.2020
- Ran back-order reports for over 30 clients.
- Developed understanding of inventory management and customer/vendor relationships
- Handled phone calls with both vendors and customers creating good rapport with both
- Assisted with general office tasks, which include running credit cards, , creating invoices, and filing
- Interacted with customers by phone, email, or in-person to provide information
- Utilized ERP software (AdvancePro) to assist with customer and vendor orders
- Maintained awareness of company’s products and services when introduced.
Education
Associate of Science - Mathematics & Computer Science
Raritan Valley Community College
06.2027
Certificate of Completion in Full Stack Web Development - Web Development
Rutgers Coding Bootcamp
New Brunswick, NJ04.2021
Skills
- Microsoft Office Suite Proficiency
- CRM Software – Autotask, other proprietary
- Call Center Operations
- Customer Service
- Client Relationship Management
- Problem Resolution
- Outstanding Communication Skills
- Documentation
- SQL
Timeline
Technical Support Specialist
Alpine Business
05.2023 - Current
Call Center Representative
Delta Dental Of New Jersey
03.2022 - 04.2023
Quality Inspector
Rotor Clip
12.2021 - 02.2022
Office Assistant
Laboratory Sales And Service
03.2020 - 09.2020
Associate of Science - Mathematics & Computer Science
Raritan Valley Community College
Certificate of Completion in Full Stack Web Development - Web Development
Rutgers Coding Bootcamp
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