Detail-oriented support specialist with strong skills in incident management and customer experience management. Known for resolving technical issues swiftly and enhancing team efficiency through training and documentation.
Overview
10
10
years of professional experience
Work History
Technical Support Specialist
CableOne
08.2024 - Current
Resolved technical issues for customers, ensuring quick and effective solutions.
Collaborated with engineering teams to escalate product-related concerns efficiently.
Managed customer follow-ups to ensure satisfaction post-issue resolution.
Resolved 30 technical support inquiries per day.
Researched and identified solutions to technical problems.
Customer Service Representative
SaviLinx
09.2018 - 01.2020
Resolved customer inquiries and complaints promptly, ensuring high levels of satisfaction.
Provided exceptional customer support through effective communication via phone and email channels.
Managed approximately 50 incoming calls, emails, and chat per day from customers
Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Service Representative
Sitel
04.2016 - 08.2018
Assisted in developing training materials to streamline onboarding for incoming representatives.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.