Will Boesewetter
Pleasant Grove,UT
Summary
Security Clearance compliant, exceptional customer support professional with a proven track record of providing white-glove service in the telecom, electronic health record, travel, and banking sectors. My expertise lies in effectively resolving customer inquiries, managing complex issues, and ensuring customer satisfaction.
Overview
21
21
years of professional experience
Work History
Office Manager
Alcoholics Anonymous
01.2023 - Current
- Serve hundreds of clients suffering from substance abuse in Utah County by working with national, state, and local agencies to provide needed services.
- Provide necessary management of staffing, financial, and resource materials for the central office.
- Handled sensitive information with discretion, maintaining confidentiality and anonymity of client information.
Client Support Agent
Wolters Kluwer
03.2019 - 11.2021
- Provided meticulous, Risk Management customer service to Hundreds of banks and lending institutions.
- Trained and supported customers on Wolters Kluwers' web-based Lien Solutions software.
- Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
Customer Support Agent
American Airlines
03.2015 - 08.2017
- Key contributor to the 2017 Airline of the Year Award for American Airlines.
- Provided specialized, white-glove call center support utilizing proprietary, travel booking software for top-tier customers.
- Met or exceeded performance metrics consistently by handling a high volume of calls without sacrificing quality service delivery.
Customer Support Engineer
Logicus LLC
04.2011 - 02.2013
- Provided secure telecommunications system support for worldwide, mission-critical government communications networks including those of the US Navy and United Nations.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
Application Training Specialist
Nuance / Dictaphone Corporation
08.2003 - 05.2009
- Provided on-site and remote customer support, implementation, and training for dictation, transcription, and voice recognition systems for over 250 Hospitals and clinics in the US and Canada.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Developed training handbooks, computer tutorials and reference materials.
Education
Bachelor of Science - Computer Science
Texas A&M University
Skills
CustomerService
CustomerRelations
Clear oral/written communication
DataEntry
Salesforce
MS Office Suite
Accomplishments
- Ensured national security by providing 24/7/365 support for major federal telecommunications networks including the US Navy and United Nations.
- Enhanced patient care for thousands of patients by delivering technical support for more than 150 Medical Transcriptionists and Administrators.
- Airline of the Year 2017 awarded to American Airlines through my contributions as an elite-customer support agent.
Timeline
Office Manager
Alcoholics Anonymous
01.2023 - Current
Client Support Agent
Wolters Kluwer
03.2019 - 11.2021
Customer Support Agent
American Airlines
03.2015 - 08.2017
Customer Support Engineer
Logicus LLC
04.2011 - 02.2013
Application Training Specialist
Nuance / Dictaphone Corporation
08.2003 - 05.2009
Bachelor of Science - Computer Science
Texas A&M University
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