Winifred Penkethman
Chicago,IL
Summary
Experienced customer service and technical support agent with four years in the tech industry. Empathetic, patient, technically savvy, and people-focused professional with superb internal and external communication skills. Quick to learn and quicker to offer assistance to teammates, both inter- and cross-departmentally. Personable and disarming, consistently acting with kindness and efficiency in mind.
Overview
3
3
years of professional experience
Work History
Technical Support Engineer
Guru
Philadelphia, PA
03.2022 - 03.2024
- Advocated for end-users, performing tests and problem analysis for server, desktop, and IT infrastructure work.
- Provided remote assistance to end-users when needed.
- Evaluated new technologies in order to recommend solutions that meet customer needs.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Collaborated with teams to solve technical customer problems across product suites.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Resolved complex technical problems through root cause analysis techniques.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Conducted research on technical products in order to make recommendations to customers.
Customer Support Specialist
Snap! Raise
Seattle, WA
10.2020 - 01.2022
- Identified areas of improvement in existing processes or procedures used for providing support services.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Monitored trends in incoming requests from customers for identifying potential problems or opportunities for improvement.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Tested software applications before releasing them into production environment ensuring quality standards are met.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Education
Bachelor of Arts - Business Admin. And International Affairs
Gordon College
Wenham, MA05-2019
Partial MBA - International Economics And Politics
Beijing Language And Culture University
Beijing Skills
- Salesforce Workflows
- API Testing
- Technical Documentation and Troubleshooting
- Software Debugging
- Interpersonal Communication
- Ticket Queue Software
- Incident Management
- SCIM Software
- Teamwork and Collaboration
- Technical Solutions Development
Timeline
Technical Support Engineer
Guru
03.2022 - 03.2024
Customer Support Specialist
Snap! Raise
10.2020 - 01.2022
Bachelor of Arts - Business Admin. And International Affairs
Gordon College
Partial MBA - International Economics And Politics
Beijing Language And Culture University
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