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Summary
  •  Result oriented professional with a knack of problem solving and help make lives easier for the end customers.


Core Competencies

Technical Skills

  • Language - Python
  • Database - My SQL
  • Automation Tool - SOAP UI 
  • Tools - JIRA, IBM CQ, SVN
 
Other Skills 
  • Professional Content Writer
  • Certified Yoga Trainer     
Experience
Senior Technical Support Associate
May 2018 to June 2019
Core Tech Digital Solutions Torrance, CA
  • Certify third party vendors on the financial services API.
  • Use SQL and SOAP-UI to help the vendors and clients to track down the root cause of problems.
  • Create test cases for front end credit union applications.
  • Execute regression runs automated test scripts for front end and both end through SOAP-UI and selenium respectively.
  • Use JIRA to effectively create, track and close down the bugs.
  • Create technical documentation for the third party APIs.
Technical Quality Support Analyst
May 2016 to April 2018
Rahul Bhai Pasadena, CA
  • Creation of test plans for the front end payment application
  • Work closely with third party vendors and troubleshooting the service level issues.
  • Work with EL3 support teams to transfer the client cases and reduce the service outage
  • Execute the automation scripts to ensure the build sanity.
  • Identify the potential blocker and critical issues during the release cycle.
  • Work closely with multiple teams to coordinate the third party web service launhces
  ​

    Assistant Producer, Special Projects
    May 2011 to December 2013
    CNBC TV18 New Delhi, New Delhi, India

    Assisted with the creation of content and execution of various projects in studio as well as at location. Managing complex calendars and scheduling for fast-paced environment.

    Some projects that I worked upon:

    • UK-India, The Road Ahead in Business
    • Ernst &Young Global Meet
    • India Healthcare Awards [2012 & 2013]
    • Interview - Indira Nooyi, Pepsi Co CEO
    • Mercedes Benz Corporate Grand Prix [with Micheal Schumacher] 
    • Samsung Innovation Quotient 
    Content Producer
    November 2010 to December 2010
    Network 18 Mumbai, Maharashtra, India

    Assisted on creating content for production and post-production of 2 shows across 5 cities

    • CNBC TV18 - Nagpur: An Emerging IT-ITeS Hub in Asia
    • CNBC Awaaz- Money Yatra ​   
    Accomplishments
    •  Received 'Beyond the Expectation' award from client for closing close to 100 trouble issues with maximum customer satisfaction rating in 2018
    • Led a team on a 7 day multiple location international shoot, involving the tourism ministry of Kenya. Was also the anchor for the show.
    • Recognized outstanding performance, by college director in his interview with one of the country's top magazines, India Today. [http://indiatoday.intoday.in/story/india-today-best-colleges-rankings-2012-mass-communication-and-journalism-lady-shri-ram-college/1/199810.html]
    • Co-editor of College magazine and Co-director of college documentary film.
    • Led the media relations cell at college.
    • Awarded Certificate of Appreciation for valuable contribution to my college.  
    Education
    SQL, 8 Udemy Online
    Social Media Marketing Specialization, 2017 Northwestern University [via Coursera]
    Introduction to Marketing, 2017 Wharton University of Pennsylvania [via Coursera]
    Psychology - Human Motivation, 2015 UCLA Extension Los Angeles, California, United States of America
    Content Strategy for Professionals 1: Engaging Audiences for Your Organization, 2014 Northwestern University [via Coursera]
    Master of Arts : Masters of Media and Communication - Journalism, 2011 Symbiosis Institute of Media and Communication Pune , Maharashtra, India
    Bachelor of Arts : Communicative English, Psychology, English Literature, 2008 Jyoti Nivas College Bangalore, Karnataka, India
    Skills
    Database - MySQL, OS - Windows & Mac OS, Microsoft Office, Final Cut Pro, Photoshop, Facebook Analytics and Google Analytics.
    This resume is created in 7 minutes.
    Professional Summary
    Hard-working, multi-tasking administrative professional with outstanding data entry, customer service, and documentation skills.
    Work History
    Current
    Assistant Project Manager ModSquad Indianapolis, IN
    • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
    • Utilized Zendesk and client specific software to address customer concerns.
    • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
    • Oversaw daily shift for staff of 50 employees.
    • Prepared regular interval progress reports.
    10/2016 to 07/2017
    Ads Quality Rater ZeroChaos Orlando, Florida, United States
    • Evaluated content, quality and appropriateness of web pages, search results and advertising.
    • Helped improve search engine results for a leading company.
    • Employ time management skills to complete tasks efficiently and effectively.
    • Independently problem solve.
    08/2015 to 01/2016
    Intent Analyst Holly-Kenyon LLC Indianapolis, IN
    • Perform real-time data entry by listening to customer voice clips or utterances.
    • Capture the appropriate concept or data, and enter the information into an innovative system.
    12/2014 to 10/2015
    Online Chat Customer Service Teletech Denver, CO
    • Effectively managed a high-volume of inbound  customer web chats.
    • Addressed and resolved customer product complaints empathetically and professionally.
    • Gathered and verified all required customer information for tracking purposes.
    • Defused volatile customer situations calmly and courteously.
    • Accurately documented, researched and resolved customer service issues.
    • Managed high chat volume with tact and professionalism.
    • Acted professionally and patiently when addressing negative customer feedback.
    • Met or exceeded service and quality standards every review period.
    08/2013 to 11/2014
    Customer Care Professional Alpine Access Denver, CO
    • Provide customer service support.
    • Respond to customer inquiries via email and phone.
    • Utilized exceptional command of the English language both written and verbal.
    • Demonstrated effectiveness with working with people of different temperaments.
    09/2012 to 09/2013
    Billing Clerk Vitran Express Indianapolis, IN
    • Entered data and created invoices for an LTL trucking company.
    • Utilized AS400 billing software program to accurately invoice companies.
    04/2008 to 09/2010
    Claims Processor Anthem Blue Cross Indianapolis, IN
    • Checked accuracy of medical claims submitted for billing.
    • Ensured claims were properly coded.
    • Working knowledge of ICD-9 coding.
    • Accurately keyed/processed medical claims.
    09/2007 to 04/2008
    DSL Technical Support Representative AT&T Indianapolis, IN
    • Assisted customers with DSL technical support.
    • Handled high call volume proficiently.
    • Demonstrated problem solving skills.
    • Managed call flow and responded to technical support needs of customers.
    • Resolved customer issues in a clear, courteous and straightforward manner.
    • Identified and solved technical issues with a variety of diagnostic tools.
    • Researched, troubleshot and resolved complex problems independently.
    09/2004 to 05/2007
    Substitute Teacher Metropollitan School District of Lawrence Township Indianapolis, IN
    • Instructed students in absence of regular classroom teacher.
    • Followed lesson plans.
    • Assisted students with special needs.
    • Maintained control of classroom.
    Education
    1991
    Bachelor of Arts: Elementary Education
    Purdue University - West Lafayette, IN
    Elementary Education Earned 60 credits
    1989
    High School Diploma:
    Pendleton Heights High School - Pendleton, IN
    College preparatory. Earned a diploma.
    Accomplishments
    • Very accurate and rapid keyboarder averaging 80 wpm.
    • Consistently maintain a positive attitude.
    • Accurately record, remember, and verbally communicate detailed information.
    • Cooperatively work with others to produce and deliver required work.
    • Proven ability to understand and follow detailed instructions to successful conclusions.
    This resume is created in 7 minutes.
    Professional Summary
    A professional with a background in management, supervision, workforce management, employee orientation, training, information technology, customer service.
    Skills
    Work History
    Package Handler, 11/2015
    The Reserves Network Winter Park, Florida, United States
    • Loaded products  onto trailers for delivery.
    • Coordinated with freight forwarders to expedite international shipments.
    • Loaded and unloaded pieces into boxes for shipment.
    • Moved freight, stock and other materials to and from storage and production areas and loading docks.
    • Led warehouse improvement initiatives to advance operational efficiencies.
    Technical Support representative, 01/2014 to Current
    Spectrum
    • Receive inbound calls from existing home phone and internet customers resolving various issues.
    • Walk current customers through a multitude of steps in order to restore services, as well as schedule trouble calls in the event issues cannot be resolved over the phone.
    • Manage call flow and responded to technical support needs of customers.
    • Evaluated and responded to incoming sales leads and requests for technical support assistance.
    • Meet and exceeded company sales and productivity goals.
    • Identify and solve technical issues with a variety of diagnostic tools.
    • Up-sale products and services to increase company revenue beyond target goals.
    • Maintain high departmental standards for quality and productivity metrics.
    • Work closely with team members to meet or exceed all customer service requirements.
    Field Service technician, 03/2013 to 12/2013
    Comcast Ann Arbor, Michigan, United States
    • Complete installations/service work to provide cable television, phone and internet services to subscriber residences.
    • Resolved problems with malfunctioning products.
    • Remained up-to-date on the latest technologies and solutions applicable to company products.
    • Researched, troubleshot and resolved complex problems independently.
    • Developed and tested new product offerings.
    • Set up PC and Apple desktops and laptops and all types of mobile devices.
    • Used ticketing systems to manage and process actions taken.
    • Assessed client's profiles and aligned them with the best possible products and services to meet their needs.
    • Met deadlines and quotas for installations and repairs.
    • Calibrated and monitored devices following installation.
    Team lead-Workforce , 08/2010 to 03/2013
    Minacs Farmington Hills, Michigan, United States
    • Led the setup and operation of daily production and collected data on agent's performance.
    • Served as liaison with agents, supervisors and workforce analysts pertaining to the forecast of calls.
    • Making sure all agents were adhering to their schedules while maintaining and open relationship to ensure I am able to resolve any matters they may have had.
    • Met all customer call guidelines including service levels, handle time and productivity.
    • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
    • Analyzed call volume and average call time to monitor Customer Service performance and productivity.
    • Oversaw call center employees to ensure customer satisfaction goals were consistently met.
    • Accurately documented, researched all reports regarding projected forecasts and actual daily outcomes.
    • Made sure agents met or exceeded service and quality standards every review period.
    Education
    HVAC (Heating Ventilation, and Air Conditioning), Present
    Southern Technical college -
    HVAC (Heating Ventilation, and Air Conditioning)
    Automotive Services Technology, 2012
    Wayne county community college dist -
    Automotive Services Technology
    Business Management, 2006
    Eastern Michigan University -
    Business Management
    General Studies, 2005
    DETROIT TECHNOLOGY HIGH SCHOOL -
    General Studies
    This resume is created in 7 minutes.
    Professional Summary
    Obtaining a challenging leadership position appling creative problem solving and lean management skills with a growing company. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
    Skills
    • Proficient with all Microsoft Office Programs, Typing Speed of 75 wpm
    • Current Interests Include Personal Training Certification
    • Volunteer Activities: Tough Mudder 2014, Tough Mudder 2015
    • Appointment Setter for Family Business
    • Scheduling Appointments with Clients, Data Entry, Answering Phone, Customer Assistance
    Work History
    Customer Service Representative, 03/2015 to Current
    Ford Motor Credit Company Colorado Springs, CO
    • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
    • Managed high call volume with tact and professionalism.
    • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
    • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
    • Provided an elevated customer experience to generate a loyal clientèle.

    Team Member, 11/2014 to 02/2015
    24 Hour Fitness Colorado Springs, CO
    • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
    • Provided an elevated customer experience to generate a loyal clientèle.
    • Routinely answered customer questions regarding merchandise and pricing.
    • Asked open-ended questions to assess customer needs.


    Technical Support Representative, 03/2014 to 11/2014
    T-Mobile USA Colorado Springs, CO
    • PDA Provided Technical Support for Network and Hardware Related Issues, Customer Service Reason for Leaving: Granted Better Opportunity.
    • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
    • Identified and solved technical issues with a variety of diagnostic tools.
    • Managed call flow and responded to technical support needs of customers.

    Android Technical Support, 03/2012 to 03/2014
    Alorica Colorado Springs, CO
    • Provided Level 1 Tech Support, Customer Service, Achievements
    • Managed call flow and responded to technical support needs of customers.
    • Defined and documented technical best practices.
    • Identified and solved technical issues with a variety of diagnostic tools.
    • Provided on-call support for critical issues.
    • Initiated operations improvements to improve overall call center productivity.
    • Managed call center from initial start-up to full operational status.

    10/2009 to 12/2011
    Walmart Colorado Springs, CO
    Sales Associate, 07/2010 to 08/2010
    • Operating a Multi-Line Phone System, Customer Assistance & Service, Retail Sales, Customer Communication, Retail Sales, Stocking & Maintaining Work Environment, Processing of New Materials and Products, Training of New Employees in Department, Secondary Cashiering, Trained for Department Manager, Helped Facilitate Management Transition at Store Location in Pueblo from Reason For Leaving: Family Assistance Needed.
    Education
    High School Diploma: May 2009
    Reservoir High School - Fulton, MD

    Associate of Applied Science: Accounting, Current
    Pikes Peak Community College - Colorado Springs
    Languages
    English Taught as First Language, Moderately Read and Write Spanish
    This resume is created in 7 minutes.
    Summary

    Technical Support Officer with 8 years in technical, sales and customer support roles. Effectively identifies problems using advanced troubleshooting skills.

    Highlights
    • SalesForce.com System Administrator Certified.
    • MS Office proficiency
    • Windows XP / Vista / 7 expert.
    • Proficient in AVG, Printers, PC Security systems
    • Proficient in customer account software

    • Troubleshooting proficiency
    • Exceptional telephone etiquette
    • Patient and diligent
    • Vast technical knowledge
    • High customer service standards
    • Service solutions expert
    • Call center management experience
    • Conflict resolution proficiency
    • Devoted to data integrity
    Accomplishments

    Exceeded monthly goals by successfully handling more than 500 calls per week. Reduced technical escalations to management by 25% to only 1 per day. Adhere to Quality Assurance Score by 95% per month. Has great English, patient and empathy with customers over the phone. Improved customer retention in 1 year by 18% from the previous 7 years.

    Experience
    05/2016 to 01/2017
    Die Shop Helper / Material Handler 4 APEL Extrusions Ltd. Calgary, AB Started as a Material Handler for the aluminum extrusion on the Heavy Press Machine; doing measuring, inspection and packing of different die-cast aluminum to be sent in different departments (i.e. Anodize, Paint Line, Roll, Wrapping and Shipping.) Trained to operate Saw Conveyor Machine for additional support if Saw Operator is unavailable. Operated Cutback-TableMachine for specific saw-finish in every aluminum order. Operated MetalScrap-Saw Machine and bundling metal scrap to be sent in Ontario for smelting.Operated 1000-Pound Counter-Balance Forklift to lift and transport over-sizedAluminum Baskets and Bundles. Trained to rack different sizes of die-cast aluminum for anodizing and etch finished. Trained to rack different sets aluminum for painting process. Trained to set final inspection and packing of bundles for shipping/delivery. Started working in Die Shop Department; setting up daily and weekly Extrusion Schedules, cancelling or rescheduling of Extrusion Orders usingEPIC Software and CMS Software. Organizing and restocking dies according toRacking Number System. Operated Hoist and Cranes for lifting and transporting dies in specific carts. Setting dies to Caustic tanks and Rinse tanks for break down of die plates. Weekly rotation and cleaning of caustic tanks and Rinsing Tanks for the dies. Stocking and maintaining chemical-byproduct such as caustic materials and xylene byproduct Polishing and manual breakdown of die plates.Operating Auto-Centrifugal Sand Blaster Chamber to polish die plates.Reassembling die plates for future usage. Checking and generating Late Extrusion Report using Crystal Management Software. Receiving and processing dies that was ordered monthly. Correction and polishing of dies after the Extrusion Process. Maintaining Die Card System organized into shelves. Reading and maintaining information on the Die Cards.
    08/2014
    Heavy Duty Cleaner Servantage Services Inc. Calgary, AB Operated Heavy Duty Back-Packed Vacuum on 60,000 sq. ft. of 7 different offices. Operated Auto- Scrubbing Machine to sweep and scrub hard paved floors. Operated Powered High Pressure Washer to blast off dirt and debris out of the floor. Safely operated equipment such as vacuum cleaners, floor buffers and carpet machines. Swept and damp-mopped private kitchens and hallways. Collected garbages placed in black plastic bags. Operated incinerators and trash compactors to dispose of garbage. Gathered and emptied trash and recycling bins. Cleaned and returned Receiving Docks to occupant ready status. Notified building managers about needed repairs and replacement equipment. Maintained all janitorial equipment in a clean, safe and operable condition.
    08/2014 to 11/2014
    Grocery Receiver Sunterra Keynote Market Calgary, AB Handled products and equipment in accordance with safety and sanitation guidelines. Directed and managed all functions of the dairy, frozen, produce and bakery departments. Handled resets according to schedule, including deleted and new merchandise. Ordered and shelved weekly sale items for customers. Safely operated manual and electric pallet jacks. Checked out customers and bagged items quickly. Suggested additional items and offered samples of weekly promotional items to increase store sales. Organized and positioned product cases in produce warehouse and walk-in cooler. Served shoppers in a prompt, courteous and friendly manner. Cleaned walls, fans and drains in bakery coolers, display cases and work areas. Broke down heavy pallet loads of cases, boxes and bags. Emphasized fast, friendly customer service. Gave every customer immediate and undivided attention. Offered product recommendations when appropriate. Complied with health and sanitation practices and procedures. Collected shopping carts and baskets from inside and outside the store. Handled and bagged groceries carefully and according to customer preference. Stocked, priced, front-faced and rotated merchandise. Maintained knowledge of current product locations. Managed inventory to achieve targeted gross profit margin. Swept floors and maintained sweep logs. Stocked displays with new and transferred merchandise. Monitored the freshness and condition of prepared foods.
    01/2014 to 05/2014
    Technical Support Representative Transcom Asia Inc. Mandaluyong City, Philippines

    I was assigned with Comcast West 2 Product Services; Cable TV, Internet and Phone Services. We do advance troubleshooting over the phone, on-site technician dispatch, case creation and submission, sales after service, customer service, equipment ordering, equipment activation and deactivation.

    07/2013 to 11/2013
    Technical Support Officer HCL Technologies Inc. Taguig City, Philippines

    I was a System Administrator for SalesForce.com, CRM and Database. We do Case Management and Implementation, Set Up and Configuration, E-mail and Desktop Integration, Dashboard and Flow Configuration, Warranty and Limitation Check, Process Improvement and Copy Writing.

    06/2012 to 12/2012
    Tier 2 Technical Support Representative West Contact Services Inc. Makati City, Philippines

    I was assigned with Comcast Nationwide; Cable TV, Internet and Phone Services. We do advance troubleshooting over the phone, customer service, cable boxes and adapter activation, on-site technician dispatch, case analysis and deliveries.

    02/2012 to 05/2012
    Technical Support Representative Aditya Birla Minacs Makati City, Philippines

    I was assigned with Clearwire, 3G/4G Internet company. We do advance troubleshooting over the phone, customer service and account management and back office support.

    03/2011 to 09/2011
    Technical Support Representative Teletech Customer Care Management Inc. Bacoor City, Philippines

    I was assigned with Hewlett-Packard Product Support Group for Business and Consumer Laptops & Notebooks; we do advance troubleshooting over the phone, warranty check and warranty sale upgrades, sale after services, part services, software sale and software installation. Service Centre Repair Delivery and on-site technician dispatch.

    08/2010 to 03/2011
    Contact Center Solution Salmat Services Inc. Taguig City, Philippines

    I was assigned with Trans Urban, Australian Toll Road Company. We do Inbound Payment Collections and Penalties, Case Management, e-Tag account management, Online Account Management, e-Tag and e-Pass ordering, Vehicle Registration and Back Office Support.

    03/2010 to 07/2010
    Blended Call Center Agent Interactive Technologies Solutions Inc. Manila, Philippines

    I was assigned with Australia International Network Services (AINS) as Inbound and Outbound Collection Agent. We do collection of payments, notification of credit/debit card errors, collection case management and procurement.

    03/2009 to 07/2009
    Customer Interaction Associate Telus International Philippines Inc. Pasig City, Philippines

    I was assigned with Alltel Wireless Communications; we do customer service, basic troubleshooting of mobile phones and air cards, payment over the phone, account management, case creation and submission.

    07/2008 to 11/2008
    Credit Card Solution Officer Sykes Asia Enterprise Inc. Makati City, Philippines

    I was assigned with Capital One Credit Cards Under Served U.S. Market; we do customer service, fraud and lost/stolen reports, additional credit card application for existing members, payment over the phone, collection and recovery, back-office follow up, case management, credit line analyst and credit card merging.

    01/2008 to 05/2008
    Telephone Sales Associate Vision-X Inc. Makati City, Philippines

    I was assigned with VONAGE, VoIP company. We do inbound sales and customer service to business prospects and existing business account members.

    06/2006 to 01/2008
    Credit Education Specialist / Technical Support Formerly ICT Group Marketing Services Inc. Pasig City, Philippines

    I was a telemarketer for the first 9 months with Citibank Credit Cards; we do telemarketing calls, offering additional credit cards and cross-sell programs, like Credit Protection, WatchGuard from Citi and Identity Monitor from Citi, to existing Citibank members. After 9 months, I was transferred to an Inbound Retention and Customer Service Program called "Intersections." Intersection sells Identity Guard Program and it's affiliated Identity Theft and Fraud Protection and Insurance to 200 banks in United States; we do customer service and retention for Identity Guard and it's affiliated Identity Theft and Fraud Programs. After 9 months, I was transferred with Virgin Mobile U.S.A. as Technical Support Representative for Post-Paid Services; we do basic troubleshooting over the phone, account management, payment collection, sales after services and customer service.

    Education
    2006
    Associate of Science: Nursing Manila Doctors College Manila, NCR, Philippines
    2003
    Bachelor of Science: Marine Transportation Philippine Maritime Institute Manila, NCR, Philippines
    This resume is created in 7 minutes.
    Professional Profile
    Dedicated Customer Service Representative/ Technical Support Representative motivated to maintain customer satisfaction and contribute to company success. Very enthusiastic person with in-depth technical knowledge of multiple proprietary software's, account management and training. 
    Qualifications
    • Strong communication skills
    • Managing tight deadlines
    • Working independently
    • Leadership
    • Windows XP - 10
    • Linux
    • HTML
    • Dedicated to process improvement
    • Call center management experience
    • Troubleshooting proficiency
    • Training manual contributor
    • Creative
    •  Training and development
    • Scheduling
    • Courteous demeanor
    • Time management
    • Cross-training specialist
    • Computer-savvy
    •  Results-oriented
    • Resourceful
    • Conference planning
    • Excellent analytical skills
    • Proficient with Microsoft Office 
    • Excellent interpersonal skills
    • Skilled multi-tasker
    • Fast learner
    • Detail-oriented
    • Deadline-driven
    • Self-starter
    • Event planning and logistics
    • Active listening skills
    • Strong organizational skills
    • High customer service standards
    • Proper phone etiquette
    • ​Strong problem solving ability
    • Persuasive
    • Team management
    •  Seasoned in conflict resolution
    • Energetic work attitude
    • Invoice processing
    • Staff training
    • Calm under pressure
    • Screens calls properly
    • Self-starter
    • Patient and diligent
    • Exceptional telephone etiquette
    Experience
    05/2015 to Current
    Application Specialist Peoplescout Chicago, IL
    • Responsible for Level 2 applications support across internal server and internal/external user base.
    • Manage technical issues regarding client environment builds, configuration, and data reference tables. 
    • Liaise with in-house development team on Level 3 support items.
    • Update in-house knowledge base with case resolutions.
    • Provide QA support to implementation team by conducting system testing and configuration of new client environment builds.
    • Manage and maintain data integrity within ATS/CRM builds.
    • Identify areas of improvement and provide information and consultation to resolve system issues.
    • Conduct user training for internal and external teams.
    02/2011 to 05/2015
    Customer Support Specialist BAI Chicago, IL
    • Created new processes and systems for increasing customer service satisfaction.
    • Collected customer feedback and made process changes to exceed customer satisfaction goals.
    • Provided accurate and appropriate information in response to customer inquiries.
    • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
    • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
    • Worked with company systems and diligently completed all assigned tasks, working overtime as needed. 
    • Assisted in the managing of the company database and verified, edited and modified members' information. 
    • Developed a 32-page training manual, in both hard and soft copies.
    • Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
    • Assisted with the development of the call center's operations, quality and training processes.
    • Trained staff on how to improve customer interactions.
    • Consistently received a 100% rate of customer satisfaction.Demonstrated proficiency in phone, e-mail, fax and front-desk reception within high-volume environment.
    09/2008 to 07/2010
    Technical Support Representative MSDSonline Chicago, IL
    • Resolved customer complaints and concerns with strong verbal and negotiation skills.
    • Maintained composure and patience in face of difficult customer situations.
    • Processed an average of 30 inbound and outbound technical support calls.
    • Investigated and analyzed client complaints to identify and resolve issues.
    • Researched issues on various computer systems and databases to resolve complaints and answer inquiries.
    03/2007 to 04/2008
    Technical Support Representative Hostway Corporation Chicago, IL
    • Maintained a calm, professional demeanor when faced with high demand, high volume workloads. 
    • Researched, documented and escalated cases to higher levels of support according to internal procedures.
    • Reported important problems to management.
    • Diligently followed up with customers about existing orders.
    04/2001 to 05/2005
    Assistant to Computer Technical Coordinator/Supervisor Chicago State University Chicago, IL
    • Tested machinery, equipment and parts to identify any defects.
    • Ordered supplies, tools and equipment.
    • Routinely inspected machinery and equipment to diagnose malfunctions.
    • Supervised a team of 5 employees.
     
    Education
    2009
    Master of Arts: Information Technology DePaul University Chicago, IL, USA 3.1 GPA
    2005
    Bachelor of Science: Management Information Systems Chicago State University Chicago, IL, USA
    • Clubs: President of Chess Club, Officer of T.H.R.O.B. Dance Team, Member of Models Club
    Awards
    • Leadership Achievement Award - This award I received for my strong leadership abilities. I also attended a leadership retreat in addition of being given this award.
    • Customer Service Manager in Training - I received this award while attending a training course to refresh my customer service skills the trainer was so impressed with me she gave me an award for Customer Service Manager in Training.
    This resume is created in 7 minutes.
    Skills
    • High customer service standards
    • Solutions expert
    • Training document creator
    • Dedicated to process improvement
    • Results-oriented


    • Proficient with Microsoft Office Suite
    • Troubleshooting skills
    • Strong problem solving ability
    • Customer relations specialist
    • Quick learner


    Experience
    Coordinator - Business Audit Team 08/2016 Current Verizon Wireless Alpharetta, GA
    • Analyze and audit the work of coordinators in the Business Finance Operations department to ensure compliance and 100% quality
    • Evaluate and solve business problems to improve processes and increase customer satisfaction
    • Serve as a subject matter expert for all work types within Business Finance Operations
    • Achieved 100 % Quality in 2016 and 2017
    Coordinator - Business Finance Operations 05/2013 08/2016 Verizon Wireless Alpharetta, GA
    • Provided support to business customers and sales representatives by processing offline requests
    • Process employee discount requests for consumer accounts.
    • Evaluate and enter purchase orders into the Enterprise Purchase Order Database
    • Created training documents for peers to aid in efficiency
    • Ensure all requests meet the expected service level while meeting or exceeding the required productivity and quality targets
    • Served as a Subject Matter Expert for purchase order and point of contact processes
    • Achieved 100% Quality in the 1st and 2nd quarter of 2016
    Coordinator - Business and Government Customer Operations 02/2004 05/2013 Verizon Wireless Alpharetta, GA
    • Received inbound calls from internal and external customers using an Automatic Call Delivery system
    • Provided accurate and appropriate information in response to customer inquiries regarding cellular service and billing
    • Developed effective relationships with all call center departments through clear communication
    • Consistently met or exceeded the expected number of calls per day with Quality Assurance scores of performing or above
    • Served as the Team Training Champion, providing training on products and services for coordinators during team meetings and trained them individually when absent from initial training courses
    • Worked as data subject matter expert providing technical assistance and training on new equipment, products, and services to coordinators supporting the Business Finance Operations department
    Lead Fraud Coordinator 01/2003 02/2004 Verizon Wireless Alpharetta, GA
    • Delivered support and expertise to supervisors and coordinators in all subject matters regarding fraud processes and procedures.
    • Resolved customer escalations via phone in a professional and courteous manner
    • Created coaching and training documents for coordinators
    • Ran daily reports and provided supervisors and representatives with statistical information regarding performance
    • Nominated for Employee of the Month July 2003
    • Received Perfect Attendance 1st - 3rd quarters 2003 
    Fraud Coordinator 07/2000 01/2003 Verizon Wireless Alpharetta, GA
    • Monitored cellular activity using a web-based alarm system to reduce company losses
    • Suspended and/or disconnected accounts to stop fraudulent activity
    • Notified customers of fraudulent concerns via phone and resolved them by applying appropriate changes to accounts
    • Received inbound calls from customers who believed their service had been compromised, and resolved them as fraudulent or not
    • Employee of the Month November 2002
    • Highest number of orders processed in January 2003
    Technical Support Representative 03/1999 07/2000 Verizon Wireless Alpharetta, GA
    • Utilized analytical skills to resolve cellular service and equipment malfunctions
    • Utilized Motorola and Nortel switch programs to make corrections to customer accounts resolving technical problems
    • Applied out-of-the-box thinking to identify solutions to technical issues with cellular service while meeting or exceeding quality assurance
    • Regularly assisted with training new hires
    • Received the "Top 22 Percentile" award for achieving high quality and productivity scores
    Customer Care Representative 02/1998 03/1999 Verizon Wireless Alpharetta, GA
    • Answered inbound calls from external customers using an Automatic Call Delivery System
    • Provided customers with billing and customer service assistance regarding their cellular service
    • Provided first call resolution assisting customers with all concerns regarding their cellular service
    • Used organizational skills to work customer follow-ups and escalations
    • Received the "Ben Franklin" award for demonstrating core knowledge
    • Received the "Top 22 Percentile" award for achieving high quality and productivity scores
    Education
    2020 Bachelor of Science: DeVry University - Technical Management Coursework in Communications
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    Professional Summary
    Energetic IT support specialist with strong time management skills who thrives in a fast-paced, dynamic environment.
    Skills
    • Skilled in call center operations
    • Customer interface expertise
    • Multi-line phone operation proficiency
    • Exceptional workflow management
    • Strong problem solving attitude
    • Remote access support
    • Expert in hyper terminal and putty
    • LAN and WAN expertise
    • Analytical thinker
    • Cisco 2900 switches
    • Detail-oriented
    • Systems analysis
    • Expert in cisco IOS
    • Advanced knowledge of IP/TCP protocols, routing protocols,STP,RPVST,redundancy.
    • FTP servers knowledge
    • VPN configurations
    • Antivirus and spam blocking
    • Wireless Access Point
    • Certificate in Computer Operations
    Work History
    Certified Sr. Pharmacy Technician, 01/2016 to Current
    University of Miami Hospital Miami, FL
    • Performed technical processes required to dispense medications to patients.
    • Complied with all federal laws, company policies and procedures and state regulations regarding intern, technician and assistant training and licensure.
    • Coordinated the pharmacy staff schedule and assisted with personnel monitoring and performance evaluations.
    • Displayed patient-oriented and comprehensive clinical pharmacy services and pharmaceutical care.
    LEAD PHARMACY TECHNICIAN, 11/2011 to 02/2016
    CVS(0628) Miami, FL
    • Helped achieve pharmacy business objectives by increasing sales and gross margins by 65 percent.
    • Saved patients money and increased pharmacy profit margins with therapeutically equivalent and more cost-effective generic drugs.
    • Worked closely with Pharmacy Care Representatives (PCRs) in providing excellent patient care.
    • Receptively answered customer questions and helped locate desired items in the pharmacy.
    • Correctly completed pharmacy paperwork, including daily and weekly reports.
    Technical Support Representative, 08/2010 to 03/2011
    I Call Software Solutions AHMEDABAD, INDIA
    • Accurately documented, researched and resolved customer service issues.
    • Addressed and resolved customer product complaints empathetically and professionally.
    • Effectively managed a high-volume of inbound and outbound customer calls.
    • Mastery of customer service management systems and databases.
    • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
    • Developed all process controls and metrics for daily management of the Call Center.
    SYSTEM ANALYST AND SYSTEM EDUCATOR , 01/2009 to 08/2010
    National Institute Of Computer Technology AHMEDABAD, INDIA
    • Entered data promptly and efficiently with a 40 % accuracy rate.
    • Coordinated between billing department and technical department to resolve problems.
    • Documented all institute inquiries and comments thoroughly and quickly.
    Education
    Associate of Science: computer science , Current
    miami dade collage - miami, fl
    credited certification: pharmacy technician , barry university - north shore, fl
    technical diploma : advanced diploma in computer technology , NICT inc - ahmedabad, india
    Certifications
    • ADVANCED DIPLOMA IN COMPUTER TECHNOLOGY
    • TALLY COMPUTER ACCOUNTING SPECIALIST
    • CISCO CERTIFIED NETWORK ADMINISTRATOR