Contact Center Representative Resume

SUMMARY:

Experienced and knowledgeable Contact Center/Information Technology Professional/ seeking to contribute training and acquired skills within a Help Desk/Contact Center support role. Works well independently, or in a group setting providing all facets of computer help desk support such as troubleshooting, installations, and maintenance. In - depth knowledge and understanding of numerous software packages and operating systems. Skilled in providing Customer and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Excellent communication and presentation capabilities. Able to weather a huge storm while remaining a strong leader to staff. Able to look at all the systems and software that call centers use, and know instantly what their implications are.

MANAGEMENT SKILLS:

Training and Assessment
Setting Performance Standards
Coaching, Monitoring and Counseling
Practices innovating ways to influence employees
Great Leadership

TECHNICAL SKILLS:

Help Desk Troubleshooting Skills: LAN/WAN support, resolving registry errors, configuring DHCP, DNS, Default Gateways, installing USB/Ethernet adapters, configuring email clients, (Outlook, Outlook for MAC), IMAP, TCP/IP, Internet Explorer, Firefox, Google Chrome and other email clients

Software applications: MS Office Suite Access, Excel, Word, PowerPoint, Outlook, Microsoft Word, Excel, PowerPoint, Visio, Project, Outlook, Access, Adobe Acrobat Pro and Publisher, Zoiper,Right Now, Sleepy Giant, Exact Target

Hardware: Computer assembling, assembling and deployment as well as configuring desktops and laptops

PROFESSIONAL EXPERIENCE:

Confidential

Contact Center Representative

Responsibilities:

Respond to inbound calls and email inquiries from customers ensuring a solution to their problem/question/concern through the use of questioning and listening skills that support effective telephone communication.
Assist customers in making the best purchasing choices every time by providing simple, impartial advice
Provide product information to clients & offer product upgrades when appropriate.
Maintain detailed customer contact information within online CRM (Customer Relationship Management) system to include reason codes for each call, results of inquiry, and all correspondence for documentation tracking.
Build positive rapport with different types of customers over the phone, and apply appropriate actions to effectively control a telephone call and maintain a positive relationship with customers.
Interface with team members, management, and customers in reference to customer service issues. Escalate issues to manager in a timely fashion to expedite resolution and meet commitments to customers.

Confidential

Help Desk Support

Responsibilities:

Provided exceptional customer service via phone, email, and chat daily
Tracked and managed tickets through RNT software
Created knowledgebase documentation for fellow employees
Handled and Diagnosed escalated ticket
Trained Tier 0 Technicians on troubleshooting techniques

Confidential

Help Desk Support Customer Support

Responsibilities:

Responsible for day-to-day technical support of computer operations of the office
Documented help desk tickets/resolutions, and maintained equipment inventory lists
Provided desktop support for over 120 clients by phone or in person as needed to minimize downtime
Created help desk documentation with step by step instructions on problem resolving techniques
Helped customers identify and resolve issues pertaining to dial up configuration, web hosting and domain registration

Confidential

Multimedia Administrator

Responsibilities:

Successfully resolved PC issues involving Internet connectivity and other configuration related problems being encountered by a large student community
Analyzed and troubleshooted software and hardware issues on a daily basis
Provided and technical training to end users on software/hardware issues
Documented help desk tickets/resolutions, and provided overall assistance in daily administration of a computer lab

Confidential

Technical Support

Responsibilities:

Resolved technical issues involving a variety of problems being encountered by a large user community.
Created and maintained email accounts using Microsoft Outlook for all staff
Participated in annual IT audits and maintained inventory of over 800 IT equipment’s as per corporate guidelines
Re-imaged desktop computers and laptops as per schedule
Sent tickets to appropriate departments utilizing ticket tracking system in a quick response manner

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship