Consultant Tech Support Resume Silver Spring, MD - Hire IT People

SUMMARY:

Positive and motivational team leader with 12+ years’ guiding creative innovation and successful objectives in client, vendor and stakeholder relationships.
Productive and efficient with a keen sense for negotiations and communications with both technical and non - technical personnel.
Excellent collaborating with cross functional teams and other working groups to guarantee short and long-term objectives.
Committed to profitability, accuracy, and delivery within time constraints.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Silver Spring, MD

Consultant Tech Support

Responsibilities:

Analyze and troubleshoot client service and systems issues and glitches including printers, computers, and systems optimization.
Reconcile 30 to 60 customer account discrepancies and questions daily.
Collaborate with Collections, Fiber Solution Center, Engineering, Telephone Assignment, Win Back Group, Dispatch, DSL Tech Support, and Provisioning to solve customer problems.
Consult and support the marketing team to discover new products for existing customers and engage new clients.
Achieved monthly department customer resolution in 710 seconds each, sales of $120K, 75% repeat calls, 90% retention, and 95% adherence.
Recognized with numerous awards, trips, and prizes.
Sell systems and packages to meet customer goals.
Train 10 to 15 employees per session on new and existing systems, sales techniques, and customer relationships.
Procure, install, troubleshoot, upgrade, and maintain office hardware such as printers and desk top computers.

Confidential, Baltimore, MD

Customer Service / Sales

Responsibilities:

Sold life insurance, Medigap, Accidental insurance, Medicare, dental, vision, and copay.
Answered and reconciled client billing questions and account issues.
Developed and maintained long term client dealings through relational sales techniques.
Supported team members to solve policy issues and customer grievances.
Empathized with client difficulties and provided professional and empathetic guidance.