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Customer Service Advocate Resume

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

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