Vanessa Mason
Tech Advisor
Six Mile,SC
Summary
Effective at working independently and as a contributing member of a team. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
- Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Billing and Technical Advisor
Concentrix
Fremont, CA
06.2022 - 04.2023
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
Product Specialist
Intuit
Mountain View, CA
01.2022 - 04.2022
- Researched product's technical specifications and accurately communicated information.
- Continually expanded knowledge of product line.
- Assisted with demonstrations to showcase functionality.
- Logged phone numbers and email addresses to contact customers for follow-ups.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Continually expanded knowledge of [Product or Service] product line.
Senior Technical Support Advisor
Conduent
Cupertino, CA
03.2018 - 01.2022
- Take Customer calls
- Assist with Technical and service issues
- Be professional & polite while speaking with customer and making notes
- Researched issues and provide resolutions.
- Served as primary point of contact for triaging technical issues.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
- Multitask between many websites and windows.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
Technical Specialist
Concentrix
Fremont, CA
08.2015 - 03.2018
- Designed and conducted diagnostic protocols to detect and verify faults via remote testing methods.
- Followed diagnostic and remediation policies, applying prescribed support methods to assigned tickets.
- Diagnosed severity of customer issues, escalating tickets to appropriate personnel for intervention.
- Resolved malfunctions with systems and programs through troubleshooting.
- Investigated and addressed system issues to enhance usability and improve functionality.
- Recommended technology upgrades and complementary products to improve client security.
- Evaluated and adopted new technologies to address changing industry needs.
- Oversaw installation of software programs and hardware systems to meet requirements.
Education
High School Diploma -
D W Daniel High School
Central, SC05.1996
Skills
- Organizational Skills
- Technical Troubleshooting
- Customer Service Support
- Troubleshooting Network Issues
- Computer Diagnostics
- Help Desk Support
- Active Listening
- Attention to Detail
- Highly Professional
- Verbal and Written Communication
- Collaborative Team Player
- Issue and Resolution Tracking
- Multitasking and Prioritization
- Time Management
- Incoming Call Management
- Remote Technical Support
- Online Chat Support
- Customer Communication and Empathy
- Problem Solving
- Creative Issue Resolution
- Customer Relations
- Account Management
- Team Development
- Call Center Operations
- Managing Multiple Tasks
- Problem-Solving Ability
- Customer Consulting
- Receiving Support
- Computer Proficiency
- Critical Thinking
- Professional Telephone Demeanor
- Brand Representation
- System Implementation
- Refund Processing
- Policy and Procedure Adherence
- Customer Account Management
- Calm and Professional Under Pressure
- Research
- Coordination
- Filing
- Documentation
- Issue Identification
- Cloud Applications
- Brand Promotion
- Customer Support
- Good Listening Skills
- Detailed Evaluations
- Call Controlling
- Written and Oral Communications
- Documenting Calls
- Customer Inquiries
- Customer Needs Assessment
- Customer Satisfaction
- Directing Calls
- Customer Correspondence
- Product and Service Knowledge
- Understanding Customer Needs
- Call Volume and Quality Metrics
- Auto Dialers
- Complex Product Knowledge
- First-Tier Technical Support
- Good Judgment
- Customer Data Confidentiality
- Goals and Performance
- Clerical Support
- Efficient Data Entry
Timeline
Billing and Technical Advisor
Concentrix
06.2022 - 04.2023
Product Specialist
Intuit
01.2022 - 04.2022
Senior Technical Support Advisor
Conduent
03.2018 - 01.2022
Technical Specialist
Concentrix
08.2015 - 03.2018
High School Diploma -
D W Daniel High School
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