Dedicated and results-driven Customer Service Representative with over six years of experience delivering exceptional support in high-volume environments. Expertise in resolving complex customer issues, providing technical troubleshooting, and ensuring client satisfaction consistently contributes to positive outcomes. Known for balancing empathy with efficiency, consistently meeting performance goals while upholding brand reputation. A proactive approach to problem-solving and a commitment to excellence drive success in enhancing customer experiences.
Hi, I’m
Tami Stepanek
Summary
Overview
6
years of professional experience
5
Certification
Work History
O'Reilly Media
Customer Service & Technical Support Specialist
10.2019 - 10.2025
Job overview
- Troubleshoot hardware, software, and connectivity problems while guiding customers through step-by-step solutions.
- Document all interactions in CRM systems, ensuring accurate records for follow-up and analysis.
- Collaborate with cross-functional teams to identify recurring issues and recommend process improvements.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Walked individuals through basic troubleshooting tasks.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Used ticketing systems to manage and process support actions and requests.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
Education
San Francisco State UniversitySan Francisco, CA
Bachelor of Arts from Broadcast Communications Arts
06-1992
University Overview
Foothill CollegeLos Altos Hills, CA
Associate of Arts from Broadcast Journalism
06-1989
University Overview
Skills
- Experienced with CRM platforms including Salesforce
- Skilled in collaborative platforms such as Slack
- Experienced with Google Workspace tools
- Ticketing Systems & Knowledge Base Management
- Effective issue resolution skills
- Remote support
- Customer service expertise
- Troubleshooting and diagnosing
Certification
- GenAI Essentials for Everyone, O'Reilly Media - Oct 2025
- Microsoft Excel Foundations, O'Reilly Media - Oct 2025
- Better Business Writing, O'Reilly Media - Oct 2025
- Boost Productivity in 90 Minutes, O'Reilly Media - Oct 2025
- Stressbusting & Resilience, O'Reilly Media - Nov 2025
Core Competencies
Core Competencies
- - Customer Relationship Management (CRM)
- - Technical Troubleshooting & Support
- - Conflict Resolution & De-escalation
- - Call Center Operations (Inbound/Outbound)
- - Communication & Active Listening
- - Process Improvement & Documentation
- - Product Knowledge & Training Support
- - Multitasking in Fast-Paced Environments
Timeline
Customer Service & Technical Support Specialist
O'Reilly Media
10.2019 - 10.2025
San Francisco State University
Bachelor of Arts from Broadcast Communications Arts
Foothill College
Associate of Arts from Broadcast Journalism
Similar Profiles
Devin CooleyDevin Cooley
Site Reliability Engineer at O'Reilly MediaSite Reliability Engineer at O'Reilly Media
MADELINE TORRESMADELINE TORRES
Strategic Account Manager at O'Reilly MediaStrategic Account Manager at O'Reilly Media
Vered Ben-DorVered Ben-Dor
Data Quality Engineer / Analyst at O'Reilly MediaData Quality Engineer / Analyst at O'Reilly Media
Bryan GonzalezBryan Gonzalez
Customer Service & Technical Support Specialist at Charter CommunicationsCustomer Service & Technical Support Specialist at Charter Communications
Leo SabanLeo Saban
Customer Service & Technical Support Specialist at Cove Smart & Vivint Inc.Customer Service & Technical Support Specialist at Cove Smart & Vivint Inc.