TECHNICAL SKILLS
Software: Office 360,Microsoft Publisher, E - verify, Salesforce, JIRA
Networking: Ability to understand and carry out oral and written instructions and request clarification when needed and the ability to work as part of a team
Soft Skills: Customer Care and Support, Application development, Desktop support, Development, and Help desk
PROFESSIONAL EXPERIENCE
Confidential
Customer Service Advocate
Responsibilities:
- Respond to daily trouble tickets via Salesforce, JIRA, IMs, emails and verbal requests expediting priority requests to each corresponding department
- Provide product and technical support to customers and internal employees on smart devices, cellphones, tablets, laptops and desktop support (iPads, iPhones, androids, MacOS, Windows XP-10)
- Travel onsite to customers’ businesses to assist with the initial Confidential launch and technical issues
- Setting up all equipment to all computers, routers, and external equipment
Confidential
Customer Success Manager (Project)
Responsibilities:
- Assist in the collection of customer feedback on social media platforms
- Utilize specified playbooks for Calls to Action and Success Plans
- Provide top-tier customer service, through organization, strategy, and urgency
- Responsible for creating and leading customer business reviews, developing and implementing customer success plans and ensuring customer outcomes are met
Confidential
Technical Support Analyst
Responsibilities:
- Utilized scripts and job aids to answer questions as instructed and provided troubleshooting/technical support as needed
- Supported merchants regarding POS terminals, handling terminal troubleshoots and downloads
- Built a rapport with customers while managing each account with transactions, deposits, staff member, and back office information
- Established and enforced operating procedures and work standards that uphold to high performance
