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Consultant Tech Support Resume

Silver Spring, MD

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:

  • Customer Service
  • IT Systems Administration
  • Sales Training Techniques
  • Database Management
  • Client Relationship Management
  • Cyber Security & Management
  • Hardware Systems Installation
  • Technical Instruction
  • Conflict Resolution
  • Team Leader & Mentor
  • Retail & Phone Sales
  • Cross Function Teams

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.

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