Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Todd Boudin

The Colony,TX

Summary

Dynamic customer service and technical support professional with extensive experience in enhancing customer satisfaction by effectively addressing needs and resolving issues. Expertise in problem-solving and communication, particularly in high-pressure environments. Aiming to leverage strong interpersonal skills as a Flight Attendant to ensure exceptional passenger safety and comfort.

Overview

23
23
years of professional experience
1
1
Certification

Work History

IT SUPPORT TECHNICIAN

INSPYR Solutions
Richardson, TX
09.2024 - 12.2024
  • Provided timely, efficient, and friendly customer support through various communication channels (phone, email, chat).
  • Presented detailed technical information clearly to individuals with varying degrees of knowledge.
  • Collaborated with cross-functional teams to resolve issues efficiently and effectively, ensuring customer satisfaction.
  • Managed high call volumes and resolved customer issues while maintaining a positive attitude and professionalism.
  • Resolved customer complaints promptly and efficiently.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Exceeded customer satisfaction by finding creative solutions to problems.

IT SUPPORT TECHNICIAN

HCL Technologies
Frisco, TX
03.2023 - 08.2024
  • Diagnosed and resolved customer issues remotely, consistently meeting high customer satisfaction standards.
  • Delivered clear, concise, and empathetic communication to help customers understand and resolve their problems.
  • Adapted to shifting priorities and handled pressure in a fast-paced environment, ensuring timely issue resolution.
  • Assisted clients from various cultural backgrounds, showcasing cultural awareness.
  • Provided timely, efficient, and friendly customer support through various communication channels (phone, email, chat).
  • Communicated complex technical information to diverse audiences with varying technical expertise.
  • Collaborated with cross-functional teams to resolve issues efficiently and effectively, ensuring customer satisfaction.
  • Managed high call volumes and resolved customer issues while maintaining a positive attitude and professionalism.

IT SUPPORT TECHNICIAN

State Farm Insurance
Richardson, TX
09.2014 - 03.2023
  • Delivered prompt, professional, and empathetic assistance to passengers, ensuring their needs were met throughout the call.
  • Addressed customer inquiries and concerns with clarity and patience, ensuring a positive experience.
  • Demonstrated strong problem-solving skills by addressing customer needs and resolving issues swiftly, such as managing system arrangements, assisting with special requests, or resolving conflicts.
  • Managed multiple tasks simultaneously, including providing various onsite services, assisting multiple customers, and ensuring customer and equipment safety, while maintaining a positive and organized demeanor under pressure.
  • Worked effectively with fellow co worker and departments to ensure smooth operations, from installation to resolutions, collaborating to meet the needs of customers and address any issues that arose during the resolution process.
  • Exceeded service expectations by maintaining a high standard of attention to detail, offering proactive support, and ensuring customers felt valued and cared for during a visit or call.
  • Handled difficult situations with professionalism, diffusing tensions with upset passengers and resolving complaints to ensure satisfaction and comfort.
  • I remained calm and composed during emergencies or unexpected situations, providing clear instructions to passengers, and assisting with medical emergencies or safety procedures.
  • Assisted in training new service representatives, sharing knowledge of troubleshooting procedures, safety regulations, and customer service techniques to help enhance team performance and service delivery.
  • Effectively prioritized passenger needs, including food and beverage service, ensuring a smooth and timely operation, while providing individualized attention to customers.
  • Maintained accurate records of service issues, incidents, and feedback, contributing to improved training materials and better service delivery in the future.

IT SUPPORT TECHNICIAN

Randstad
Richardson, TX
08.2013 - 09.2014
  • Provided excellent customer service by responding to high volumes of inquiries and troubleshooting technical issues, maintaining a positive and professional attitude under pressure.
  • Acted as a key point of contact for clients, effectively managing customer needs and offering clear, concise explanations, fostering trust and understanding.
  • Adapted quickly to a fast-paced environment, balancing multiple priorities while ensuring high levels of customer satisfaction.
  • Demonstrated strong teamwork and collaboration by working alongside colleagues to resolve complex issues, ensuring smooth and efficient operations.
  • Managed challenging situations with grace and empathy, listening attentively to customer concerns and offering solutions with a calm, reassuring approach.
  • Maintained composure while troubleshooting technical issues remotely, demonstrating strong problem-solving skills that are crucial in high-pressure situations.
  • Utilized remote tools to address offsite problems, showcasing flexibility and adaptability in a dynamic, constantly changing environment.
  • Demonstrated exceptional communication skills by explaining technical concepts to non-technical users in a clear, accessible manner, ensuring understanding.
  • Prioritized customer needs, efficiently managing time and resources to resolve issues quickly and effectively, ensuring a seamless customer experience.

FRAUD ANALYST / DISPUTE COORDINATOR

Liquidity Services
Garland, Tx
01.2008 - 08.2013
  • Successfully resolved customer disputes, enhancing client retention and loyalty
  • Analyzed and documented quality issues, leading to reduction in recurring complaints
  • Collaborated with cross-functional teams to streamline dispute resolution processes and reduce resolution time
  • Utilized data analysis to identify fraud patterns and reduce financial losses
  • Reduced instances of fraud by implementing comprehensive monitoring and reporting systems
  • Established effective communication channels between relevant stakeholders during high-profile cases, ensuring all parties remained well-informed of progress and outcomes
  • Assisted clients with resolving disputes effectively, minimizing negative impact on their accounts and overall experience
  • Identified fraudulent activities through meticulous analysis of transaction data and trends
  • Evaluated customer data to identify and prevent fraudulent activities
  • Tracked fraud cases and monitored trends to develop strategies for prevention
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity
  • Managed and responded to correspondence and inquiries from customers and vendors

CUSTOMER SERVICE/ DOWNLOADING SPECIALIST

Brink's Home Security
Irving, United States
01.2002 - 01.2008
  • Provided exceptional customer service and technical support to a diverse client base
  • Ensured timely and accurate delivery of software and updates
  • Developed and implemented effective troubleshooting procedures
  • Collaborated with cross-functional teams to identify and resolve root causes of recurring issues

Education

High School Diploma -

Royse City High School
Royse City, TX
05.1990

Skills

  • Customer Service
  • Verbal Communication
  • Critical Thinking
  • Multitasking
  • Team Collaboration
  • Attention to Detail
  • Time Management
  • Crisis Response
  • Workplace Safety
  • Adaptability
  • Leadership
  • Conflict Management

Certification

  • A+ Service Technician, CompTIA
  • Google Cybersecurity, Coursera
  • Google AI Essentials, Coursera

Timeline

IT SUPPORT TECHNICIAN

INSPYR Solutions
09.2024 - 12.2024

IT SUPPORT TECHNICIAN

HCL Technologies
03.2023 - 08.2024

IT SUPPORT TECHNICIAN

State Farm Insurance
09.2014 - 03.2023

IT SUPPORT TECHNICIAN

Randstad
08.2013 - 09.2014

FRAUD ANALYST / DISPUTE COORDINATOR

Liquidity Services
01.2008 - 08.2013

CUSTOMER SERVICE/ DOWNLOADING SPECIALIST

Brink's Home Security
01.2002 - 01.2008

High School Diploma -

Royse City High School

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Todd Boudin