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Summary
Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
Skills
  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Patient and diligent
  • Vast technical knowledge
Experience
03/2017 - Current
Perfiles Tecnológicos S.A. San José, San José Technical Support Agent Worked with customer service supervisor to resolve customer concerns. Provided base level IT support to company personnel.
Education
2014
Liceo Carlos Pascua Zuñiga San Rafael , Heredia, Costa Rica High School Diploma
Instituto Nacional de Aparendisaje English
Instituto Nacional de Aprendisaje Operador de aplicaciones informaticas Microsoft Certified Solutions Expert

This resume is created in 7 minutes.
Summary

Reliable and friendly person who quickly learns and masters new concepts and skills. Passionate about getting the job done. 

Highlights
  • Cash handling accuracy
  • Time management
  • Flexible schedule
  • Strong communication skills
  • Reliable and punctual
  • Listening skills

  • Internet savvy
  • Loss prevention comprehension
  • Reading comprehension skills
  • Written and oral communication skills

Experience
Customer Service Representative Nov 2016 to Jun 2017
Consumer Cellular Tigard, OR
Document Processor Apr 2016 to Nov 2016
Office Team Tigard, OR

Process Mortgage papers, and send them out through the mail.

Technical Support Agent Jul 2015 to Mar 2016
Xerox Tigard, OR
Research Assistant Jul 2013 to Jul 2015
MDC Research Portland , OR
Bookseller Oct 2012 to Dec 2012
Barnes and Noble Tigard, OR
Mail Clerk 1 Jun 2017
Black Knight Financial Services Beaverton , OR
Education
2010 Tigard High School Tigard, OR, United States
General Portland Community College Tigard, OR, United States

This resume is created in 7 minutes.
Professional Summary
Skilled Customer Service Professional with 10+ years in fast-paced customer service and call center environments. Seeking a management role with extensive background in handling escalations & complaints. Dynamic individual who leads diverse teams to achieve company goals.
Skills
  • Experience in managing and developing staff while fostering a positive work environment
  • Superlative verbal and written communication skills
  • Effective decision making skills
  • Previous coaching and training experience
  •  Sound judgment, integrity and flexibility while managing change
  • Experience in a service oriented industry

 


  • High level of computer proficiency and experience with MS Office Suite and experience using custom databases
  • Ability to analyze workflow, make recommendations and implement best practices
  • Ability to work in a fast paced environment while managing multiple priorities
  • Exceptional organizational, time management and delegation skills
Work History
01/2016 to Current
WireChief - Monitoring Agent ADT Canada Inc. Calgary
  • Ensured the safety of our customers and their property
  • Took charge of various alarm signals; burglary, fire, panic, medical alarms, etc.
  • Communicated with emergency services to transmit requests for assistance
  • Handled incoming and outgoing calls, providing the technical support to customers who are using a security system
  • Created and schedule service request with our customers, whose systems we are unable to fix remotely
  • Handle and process Timer Test Missing alarm signals according to procedure.
  • Handle requests from new customers taking over an existing system and help them familiarize themselves with its use.
  • Handle request to update customer contact information
  • Fulfill the role of a Wire Chief, to take in order to restore the client's communication problem.
  • Monitored and reported Channel Failures.
  • Other duties as assigned, Discussed the possibilities of fulfilling Supervisor's Relief rule.
  • Investigated and resolved customer inquiries and complaints in an empathetic manner.
  • Adhered to all confidentiality requirements at all times.
  • Solved unresolved customer issues.
  • Effective liaison between customers and internal departments.
  • Maintained accurate records of past due customer account activity.
  • Maintained accurate records of past due customer account activity.
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Maintained up-to-date knowledge of product and service changes.
07/2008 to 09/2014
Clien Representative III - Team Leader MemberWorks Canada Montreal
  • Address and manage cancellation requests from customers
  • Built customer loyalty by promoting an excellent customer experience and demonstrating the benefits of using our products and services and to do business with our company
  • Negotiation skills to globally reduce customer attrition
  • Investigated and resolved customer inquiries and complaints in an empathetic manner
  • Solved unresolved customer issues
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
  • Trained staff on operating procedures and company services
  • Provided accurate, specific and timely performance feedback for CSRs
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Resolved associate, tool and service delivery issues revealed by statistical reports
  • Fostered an environment which encouraged continual process improvements.
  • Devised and published metrics to measure the organization's success in delivering world class customer service
  • Managed work flow to exceed quality service goals to a total of 22 - 27 agents
  • Handled Negative Customer Feedback
  • Responsible for leading the coaching and development of employees to ensure maximum performance and customer satisfaction
  • Participated in all HR related activities including recruitment & selection, performance management, corrective action and terminations
  • Provided employees with comprehensive written qualitative feedback to include attendance, KPI's and analysis of productivity levels against goals
  • Supervised floor activities as appropriate by acting as a visible leader and providing support to agent activity
  • Supported the management of daily transaction time, answer rates and response time goals
  • Work closely with all employees and other Team Managers to ensure open communication and consistency of work flow
01/2004 to 06/2008
Call Centre Associate - Technical Support Agent Gemma Communications Montreal
  • Handled Incoming and outgoing calls, providing technical support to customers using Rogers services
  • Performed effective trouble shooting methods to resolve customers issues
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Identified chronic customer issues by creating and maintaining customer complaint log
  • Remotely access customer's equipment to troubleshoot and/or update internal programming
  • Dispatched service calls to service technicians
  • Acted professionally and patiently when addressing negative customer feedback.
Education
2009
BBA: Marketing
Concordia Unvirsity - John Molson School Of Business - Montreal
Accomplishments
  • Won Royal Blue award in 2016.
  • Team Work Royal Blue from ADT--Volunteered to cover nightshift for shortage
  • Commitment To Excellence Pin obtained
Certifications
 
Spoken Langauges
  • Fluent in English & Basic knowledge in French


This resume is created in 7 minutes.
Professional Summary
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Skills
  • MS Windows proficient
  • Quick learner
  • Strong sense of focus
  • Adaptable 
  • Team Player
  • Willing to Accept Feedback
Work History
Technical Support Agent, 10/2015 to Current
The Results Companies Provo, UT
Provided assistance to H&R Block field associates on a wide variety of hardware, software, and web-based applications, working to maintain office functionality.
Server, 02/2015 to 06/2015
Los Hermanos Provo, UT
Provided excellent customer service to clients to create a wonderful experience, and worked with other associates to maintain a clean and safe working environment.
Education
High School Diploma: 2011
Westwood High School - Mesa, AZ