SUMMARY:

Seeking a position where I can utilize my skills fully as a customer service specialist, technical support representative, or help desk analyst. I am dependable, work well with others, and am able to learn quickly. I am willing to relocate.

TECHNICAL SKILLS:

Applications: MS Word, PowerPoint, Excel, Outlook, PhotoShop, HTML, CSS, Dreamweaver, Illustrator, InDesign, Flash, WordPress.

Operating Systems: Mac OS X, Windows 10, Windows 8, Windows Vista, Windows XP Professional, Linux.

WORK EXPERIENCE:

Confidential, Chandler, AZ

Responsibilities:

• Identified opportunities for account growth while providing superior customer service with focus on relationship building, retention, and satisfaction.
• Evaluated customers concerns and resolved problems to customer satisfaction.
• Utilized multiple resources to find the best solutions and tailoring it to meet specific customer needs.
• Interacted with diverse customer bases and provided education about products and services.
• Followed up with customers to ensure first call resolution.

Technical Support Coordinator

Confidential, Chandler, AZ

Responsibilities:

• Answered and responded to inbound calls, troubleshooting hardware and software issues for cellular and mobile broadband devices and services.
• Served as a peer facilitator in the call center environment.
• Served as a transition coach for new hire classes on a rotational basis.
• Provided detailed information on how to set up and configure data and voice products.
• Verified provisioning, identified, and diagnosed device or network - related issues.
• Provided troubleshooting assistance for mobile operating systems, including Android OS, Apple iOS, Windows OS, and Blackberry OS.
• Provided support for Windows and Mac operating systems, specifically Device Manager and TCP/IP configuration.
• Utilized knowledge bases and proprietary troubleshooting techniques to resolve technical issue in a timely and cost-effective manner.
• Used Remedy trouble ticket system for reporting network issues.
• Demonstrated and practiced regularly the skills necessary to handle any technical support or customer service call type that is routed through the center in this function.
• Gained proficiency in customer-facing systems, including ACSS, MTAS, MARS, and OneTool.

Shipping Coordinator

Confidential, Bellevue, WA

Responsibilities:

• Worked as a subcontractor for Countrywide Financial Corporation.
• Maintained inventory control for mortgage and loan departments.
• Prepared files, proofread documents, and consistently met strict deadlines.
• Performed general office tasks as needed.

Customer Service Specialist

Confidential, Phoenix, AZ

Responsibilities:

• Took ownership of each customer while empathizing and prioritizing customer needs.
• Engaged in interactive dialogue with customers through active listening.
• Resolved conflicts and managed customer expectations.
• Determined customer needs and provided appropriate solutions through relationship building.
• Documented customer account activities thoroughly and concisely.
• Approached problems logically and with good judgment to ensure the appropriate customer outcome.
• Made appropriate decisions on behalf of the customer quickly and effectively.
• Effectively prioritized work to ensure efficiency.
• Conducted research as needed.