Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tyler Ilgner

Pembroke Pines,USA

Summary

Dynamic customer service professional with extensive experience at ResultsCX, excelling in technical support and empathetic listening. Proven ability to resolve complex inquiries, enhancing customer satisfaction and improving first-call resolution rates. Proficient in CRM software and troubleshooting techniques, committed to delivering exceptional service and fostering positive customer relationships.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Call Center Associates

ResultsCX
Pembroke Pines, FL
05.2025 - Current
  • Provided technical assistance for hardware and software related queries.
  • Answered incoming customer calls regarding product inquiries, orders, account issues, and complaints.
  • Assisted customers with navigating the website to find products and services.

Customer Care tier 2

Harte hanks
FL
08.2024 - 01.2025
  • Resolved complex customer inquiries on advanced technical issues, achieving a 95% satisfaction rate through effective use of CRM software and direct coordination with internal product teams.
  • Facilitated seamless resolution of escalated customer issues by collaborating with Tier 1 support and product engineering teams, contributing to a 30% improvement in first-call resolution rates using CRM analytics.

Customer Support, Seasonal Position

ResultsCX
FL
09.2023 - 04.2024
  • Provided customers with excellent customer service and provided empathy.
  • Assisted members with their benefits provided by their insurance.

Technical Support, Full Time

Alorica
FL
05.2023 - 06.2023
  • Assisted customers troubleshoot technical support issues related to QuickBooks.
  • Provided customers with an excellent customer service experience.

Technical Support-Seasonal Position

Concentrix
FL
03.2023 - 04.2023
  • Provided technical support for customers who needed assistance with their TurboTax Applications.

Tier 1 Technical Support Agent

Conduent
FL
06.2022 - 01.2023
  • Assisted customers who were having technical trouble with their Apple devices.
  • Had to have extensive technical knowledge about Apple Products.

Customer Service Representative

One Support
FL
02.2021 - 06.2021
  • Processed unemployment claims and offered customer support.

Education

GAME/SIM DESIGNER -

McFatter Technical College
01.2022

Certification in Computer Systems and Information Technology -

Sheridan Technical College
Hollywood, Florida
01.2021

High School -

Hollywood Hills High School
Hollywood, FL
01.2017

Skills

  • Computer Repair
  • Customer Service
  • Microsoft Word
  • Apple software knowledge
  • Microsoft software knowledge
  • Network Support
  • Active Directory
  • Technical support
  • CRM software
  • Product knowledge
  • Troubleshooting techniques
  • Customer service
  • Call handling
  • Empathetic listening
  • Quality assurance
  • Quality control
  • Script adherence

Certification

  • Certification in Computer Systems and Information Technology, Sheridan Technical College
  • GAME/SIM DESIGNER, McFatter Technical College, 2022

Timeline

Call Center Associates

ResultsCX
05.2025 - Current

Customer Care tier 2

Harte hanks
08.2024 - 01.2025

Customer Support, Seasonal Position

ResultsCX
09.2023 - 04.2024

Technical Support, Full Time

Alorica
05.2023 - 06.2023

Technical Support-Seasonal Position

Concentrix
03.2023 - 04.2023

Tier 1 Technical Support Agent

Conduent
06.2022 - 01.2023

Customer Service Representative

One Support
02.2021 - 06.2021

GAME/SIM DESIGNER -

McFatter Technical College

Certification in Computer Systems and Information Technology -

Sheridan Technical College

High School -

Hollywood Hills High School

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