Victoria Rivera
Los Angeles,CA
Summary
Dedicated and customer-focused IT Support Technician with 1 year of experience providing technical assistance and troubleshooting in fast-paced environments. Skilled in diagnosing and resolving hardware and software issues while delivering exceptional customer service. Known for clear communication, patience, and a commitment to ensuring user satisfaction. Eager to leverage technical expertise and a passion for customer support to contribute to the success of a dynamic team.
Overview
5
5
years of professional experience
Work History
Technical Support Agent
Geek Squad - Best Buy
11.2023 - Current
- Ensure client satisfaction and increase user proficiency by offering tailored solutions and trainings to suit each individual's needs
- Offer tier one technical support, implementing quick fixes when possible and escalate appropriately if needed
- Perform preliminary hardware and software troubleshooting and create a service plan with the client while clearly answering questions and concerns
- Keep a detailed written record of client interactions, service orders, and repair tickets with high regard to client privacy
- Maintain frequent and clear communication with teams across multiple locations in order to complete repairs in a timely and efficient manner
- Install Windows and MacOS operating systems on devices, set up user profiles, and install programs per client request
- Screen and manage inbound calls and emails regarding service orders, repairs and shipments
Sales Consultant
Best Buy
03.2023 - 11.2023
- Provided excellent customer service throughout product demonstration and sales interactions
- Contributed to reaching budgets and team goals by consistently surpassing sales targets and using feedback to drive improvement
- Provided customers with expertise on products, benefits programs, financing, and warranties
- Maintained functionality and cleanliness of display models and kept inventory of available stock of department
- Earned a promotion to Shift Lead through dedication to the company and excellent performance
- Supported management with daily back office tasks, conflict resolution, onboarding, and performance report review
Assistant General Manager
CycleBar
03.2020 - 02.2023
- Organized Excel lead call sheets, setup automated outreach, and followed up with leads daily
- Converted leads into long-term members through exceptional customer service
- Planned and proposed promotions and events, boosting membership sales through social media, local partnerships, and special events
- Enhanced operational efficiency through effective task prioritization and delegation across available staff and resources
- Screened and managed incoming calls and emails, keeping record of all contacts and resolving issues promptly
- Trained new employees in daily operations and tasks, increasing team competency and ensuring consistent quality service
Education
Certificate - Cultural Resource Management
Santa Monica College
Santa Monica, CA07-2024
No Degree -
University of California
Davis, CA06.2022
Skills
- Windows and Mac Operating Systems
- Software Troubleshooting
- Hardware Troubleshooting
- Customer Service
- Microsoft Office Proficiency
- Membership and Product Sales
- Software and OS Installation
- Problem-solving
- Written communication
- Ticketing systems
Timeline
Technical Support Agent
Geek Squad - Best Buy
11.2023 - Current
Sales Consultant
Best Buy
03.2023 - 11.2023
Assistant General Manager
CycleBar
03.2020 - 02.2023
Certificate - Cultural Resource Management
Santa Monica College
No Degree -
University of California
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