Zachary Gross
Colorado Springs
Summary
Looking to leverage strong troubleshooting skills and a communication directed background to provide support for end users. Committed to delivering quick, concise, and accurate resolution with enough detail to create reference material in situations where multiple users encounter the same issues.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor
Majco
01.2024 - 01.2025
- Communicate recommendations from technicians to clients regarding their vehicle
- Prepare estimates for repairs and recommended services on customers vehicles
- Direct staff to complete tasks, and maintain a frequently changing schedule
- Provide sales support and train new users on point of sales systems
- Document complaints, cause, and correction for vehicle maintenance and repairs
Billing Lead
Spectrum
01.2022 - 01.2023
- Handle escalated customer concerns not able to be resolved by a representative
- Collaborated with multiple teams to improve billing processes and procedures
- Document customer concerns and resolutions for future review
Billing Representative
Spectrum
01.2019 - 01.2022
- Processed customer bills and payments
- Resolved customer billing inquiries and disputes
- Communicated with customers via phone and email
Automotive Technician
Import Auto Technicians
01.2017 - 01.2019
- Performed routine maintenance and repairs on various makes and models of vehicles
- Diagnosed and troubleshooted complex mechanical and electrical issues
- Used diagnostic tools and software to identify problems and recommend solutions
- Communicated effectively with customers and shop advisor
Education
Associate of Applied Science - Mechanical Engineering
Pikes Peak Community College
Colorado Springs, USA01.2015
Skills
- Proficient in Microsoft Office
- Excellent customer service and communication skills
- Provided off site support utilizing screen sharing, direct control, remote access, and simulation
- Skilled in diagnostic process Identification of scale and scope, cause, and correction
- Strong problem-solving and analytical abilities
- Ability to handle escalated or irate customers
- Adaptable to dynamically changing scenarios
- Skilled in adult focused education and walkthroughs
Timeline
Customer Service Advisor
Majco
01.2024 - 01.2025
Billing Lead
Spectrum
01.2022 - 01.2023
Billing Representative
Spectrum
01.2019 - 01.2022
Automotive Technician
Import Auto Technicians
01.2017 - 01.2019
Associate of Applied Science - Mechanical Engineering
Pikes Peak Community College