Senior Technical Support Advisor Resume FORT WASHINGTON, MD - Hire IT People

SUMMARY:

Customer service lead known for exemplary customer service, team player mindset and exceptional leadership qualities.
Proven record of dependability and proficiency reinforced by earning recognition of superiors and colleagues for being a “problem solver” and a “fast learner.”
Combined with impeccable customer service skills are masterful sales techniques that have resulted in surpassed sales goals and role expectations.
Mastery of providing the best level of customer service achieved through experience and success with every level of customer interaction.

EXPERTISE AREA:

Retail Sales
Customer Service Excellence
Inventory Management
Loss Prevention
Team Member Coaching
Technology and Wireless Expertise
Setting and Exceeding Team Goals
Team Member Training
Customer Solution Specialist
Innovative Retail Techniques
Skillful and familiar with cell phone operating systems (Android, iOS and Windows).
Problem solving skills
Proficient with register, cellular order and Windows - based systems.

PROFESSIONAL EXPERIENCE:

Confidential, FORT WASHINGTON, MD

Senior Technical Support Advisor

Responsibilities:

Provide guidance to technical advisors to assist with problem solving, troubleshooting procedures and difficult interactions.
Achieved 100% Customer Satisfaction over several six-week periods.
Completion of 4-week classroom training and demonstrated high proficiency by achieving an exceptional score on the curriculum exam covering iOS devices.
Exceeding role average in customer service satisfaction surveys.
Completing training covering Mac and OS X products and attained a remarkable score on the exam.
Recognition from superiors on various occasions for providing outstanding and more than satisfactory customer service.
Cross-trained into different queues in order to become a more versatile and efficient in role with the company.
Provide guidance to technical advisors to assist with problem solving, troubleshooting procedures and difficult interactions.
Meeting and exceeding personal monthly metric goals set by Team Manager.
Partnered with Engineers to find resolutions and “workarounds” for issues that did not have a clear fix or resolution.
Logged case history and followed up on open cases to ensure issue resolution and customer satisfaction.

Confidential, BRANDYWINE, MD

Wireless Team Lead

Responsibilities:

Top performer in district in attaching insurance units to devices sold.
Commended by superiors for dedication to store performance shown by willingness to fill in during scheduled off-days for absent employees.
Given recognition by district manager for having a winning attitude and being able to effectively project the same attitude onto the team.
Recognized by colleagues and supervisors for developing and presenting innovative retail techniques to perfect the execution of excellent customer service and job operations.
Trusted with the responsibility of training newly hired team members and teaching them how to be proficient in customer service.
Ranking in top 300 in the company at insurance attachment while surpassing the district minimum by several percentages.

Confidential, OXON HILL, MD

Sales Associate

Responsibilities:

Assist the store’s team reach daily sales goals, as well as meeting personal goals, knowledgeably demonstrate features of Confidential shoes and apparel to customers, maintain cleanliness of sales floor, accurately handle cash and credit transactions at the register, train and educate new team members.

Confidential, WALDORF, MD

Spring Assisted Sales Representative

Responsibilities:

Strategically make sales to customers and ensure their satisfaction and knowledge of Canon products, complete inventory numbers for selected Canon products, train Best Buy associates on Canon products to create a well-educated team to maximize sales, demonstrate product features to inquiring customers.