e3e5631a-b455-4281-9fe1-e5291964c1ad
Andrew Smith
287 Custer Street, Hopewell, PA 00000
[email protected]
(000) 000-0000
Professional Summary
Current student and former helpdesk manager with 1 year of experience delivering help and support to guests and clients. Consistently ensure clients feel welcomed and understood; coordinated sales projects and events corresponding with customer wants and needs. Expected graduation June 2021, actively seeking a support rep role within a reliable, friendly organization.
Employment history
Customer support representative, Schroeder-Pouros. Arturoshire, New York
Feb. 2018 – Jun. 2018
- Provide assistance to customers by diagnosing and solving technical issues.
- Coordinate marketing activities to promote products and services, working with advertising and promotion managers.
- Compile lists describing product or service offerings.
Helpdesk manager, Kshlerin Group. Ernserton, Wyoming
Dec. 2016 – Apr. 2017
- Answer telephones and give information to callers, take messages, or transfer calls to appropriate individuals.
- Create, maintain, and enter information into databases.
- Maintain scheduling and event calendars.
- Compile, sort and verify the accuracy of data before it is entered.
Education
Southern Iowa University, North Bobbyland, Colorado
Bachelor of Science, Telecommunications and networks, Present
Southern Kuphal Academy, Hoppeport, Tennessee
General psychology course, Nov. 2017
Skills
English – C1
Working in a team.
Communication skills.
Creative problem solving skills.
High motivation.
Stress resistance.
MS Word, Excel, Powerpoint.
customer support representative
- Provides customer service to clients with regards to product and service questions specifically with the breakdown of their bill; suggesting information about other products and services.
- Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.
customer support representative
- Provided support for mediation services offered by SquareTrade (division of Valuelabs) to ebay members.
- Conducted quality control analysis and provided support and compliance services.
- Was responsible for training new members in the team and inter team training at various stages of the
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.process.
customer support representative / document processing specialist / escalation manager
- Manage incoming calls, chats and emails
- Provide technical and product information support
- Process traffic documents and maintain communication with the State Courts
- Anticipate escalations, handle and resolve customers’ service or billing complaints by performing activities such as making bank conference calls or refunding money.
- Mentor colleagues with performance issues to maintain high service standards
- Other duties include faxing and daily reports
customer support representative
- Coordinate marketing activities, or special events, to promote products and services in cooperation with advertising and promotion managers.
- Assistance on company products, services and plans when appropriate.
- Compute figures such as Recurring monthly charges, Total amount Due as of now etc.
- Order and purchase tracking and status.
customer support representative
- Consistent provide top-tier,high-level customer service to our clients/customers
- Display professionalism while working with Medicare-eligible Retirees for various companies by taking inbound phone calls.
- Maintain and update customer records as required to provide quality service
- Promptly and courteously respond to Customer inquiries and/or refer them effectively to someone who can assist them
- Utilize problem solving skills to identify root causes of service related inquires and provide feedback on how to resolve customer issues
customer support representative
- Validate Purchase Order requests in accordance with IBM legal rules and bill the customer based on their Purchase Order and Softwares requisitions.
- Support sales rep of US with any needed information.
- Made correction to the order by client or sales rep request removing price, products or both.
- Promote company products, services when appropriate.
customer support representative
- Answer customer Emails regarding their orders.
- Make requested policy and account changes.
- Respond to questions and concerns about service, and escalate emails appropriately.
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concern.
customer support representative
- Confer with customers by chat support or by call to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Maintain financial accounts by processing customer adjustments Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Manage large amounts of incoming calls
customer support representative
- identifying customer needs,
- answering questions and prividing solutions or alternatives to issues, upselling products and sevices, keeping records, organized
- Embedding & empowering our resources with exceptionally high knowledge to meet customer expectations.
- Embedding into our resources the tradition of going an extra mile to ensure 100% services oriented culture towards all our customers.
customer support representative
- Processed refunds for the purchases made in the game
- Helped the players with various queries they have on gameplay mechanics
- Was a part of the Escalation team and resolved multiple lost and hack account cases
- Refer unresolved customer grievances to designated departments for further investigation
customer support representative
- Helped customers via email/phone/live chat.
- Contributed to product’s success (built FAQ, knowledgebase).
- Communicated with clients and developers from USA, Canada and Europe.
- Worked with IT products — SaaS and software.
senior customer support representative
- Receive incoming calls from insured customers, and assist them with their queries.
- Explain insurance policies.
- Add or remove Cars & Drivers from the Car insurance.
- Create new insurance or Cancel insurance policies.
customer support representative
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such comfort issues with the glasses, any defects in workmanship, prescription and frame issues
- Contact customers via email to respond to inquiries or to notify them of order status
- Assists customers with pre-sale, in-sale and after-sale requests
- Assists customers in managing their website account access and website navigation
- Discuss policies and procedures
customer support representative
- Provide LGAP customer with a consistent and timely response to work request.
- Maintain customer Service Level of Agreement.
- Efficiently relay request to technical resource or with key personnel to result customer request.
- Utilized a system called HelpSpot to manage the workflow and meet customer requirements.
- Utilized a system called Vicidial to take inbound calls, and make outgoing calls.
- Utilized Microsoft office excel for data entry.
customer support representative
- Responding to daily customer queries on Helpshift and HappyFox.
- Attending daily scrum meeting to highlight bugs in applications and to followup regarding new updates.
- Arrange and lead weekly meeting to assess team performance and to resolve conflicts in team.
- Weekly report to COO by collecting and analyzing data.
- Monthly quality assurance of queries responded to customers by team members.
- Ensuring monthly presentations on latest customer service trends by team.
customer support representative
- Assist customers with any Netflix related questions and issues regarding their account.
- Troubleshoot network connections and device connections with customers on the phone.
- Give an amazing customer experience and the right resolution on every call.
- Keep a positive attitude and deescalate any situation with customers.
- Multitask with multiple pages open as well as finding the correct article for the problem.
customer support representative/account opening representative
- Assist clients worldwide through a live support;
- Answer e-mails, assist with the opening of client accounts, amend existing accounts, maintain client records and liaise with appropriate departments;
- Demonstrate impeccable telephone etiquette and management;
- Handle back office queries;
- Support clients with technical and troubleshooting issues;
- Report to the Management;
- Provide support and troubleshooting on MetaTrader platforms;
customer support representative
- Successfully emepathized with clients, leaving a consistent track record of satisfaction as recorded by end-of-call surveys.
- Gained experience working with proprietary financial service systems and adapting to internal software changes.
- Worked with clients via phone to resolve any issues or inquiries regarding their account activity or any charges against them.
- Confer with customers by e-mails and in chat to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
customer support representative
- Creating/Logging the cases for Computer parts(KBD, Mouse, HDD etc) and for Printer parts(Logic Board, Teflon Sleeve and Pressure Rollers etc) and also for Plotter parts.
- Analyzing call logs and working with Field Engineers to visit the customer if the problem is more serious.
- Highly skilled in using Microsoft CRM, Microsoft Outlook, Microsoft Office suite and taking care of bills POP(Proof of Purchase).
- Created daily, weekly and monthly reports for management.
customer support representative
- Complete contract forms, prepare change of records, or issue service discontinuance orders, using computers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Quickly and accurately answered customer questions, suggested effectivesolutionsand resolved issues to increase customer satisfaction.
- Educated customers about billing,payment processing and supportpolicies and procedures.
customer support representative
- Effectively support customer through chat.
- Help customers understand the product.
- Efficiently answer customer queries via email.
- Provide and guide customer with troubleshooting steps.
- Escalating customer issue’s via different tools.
customer support representative
- Resolve customer complaints or answer customers questions regarding policies and procedures via calls and emails.
- Maintaining daily MIS reports.
- Confirm customer understanding of the solution and provide additional customer education as needed
- Communicating with the team effectively on a regular basis and maintaining the presence report with a track of every teammate and reporting to Manager
- Consistently monitoring quality check of every outbound mail which is being sent to clients and recommending changes to the team as required
- Working closely with the Escalation team and responding within SLA ensuring customer satisfaction
customer support representative
- manages emails daily
- replies to customer needs and requests
- creates invoices
- coordinates freight forwarding services from offering a quote up to when goods are delivered in the warehouse
- other CSR tasks assigned
customer support representative
- Provide technical support via phone (with an average of 25 inbound calls per day), chat or e-mail to corporate end users of two different multinational companies.
- Troubleshoot, diagnose and correct technical faults, using technical and diplomatic skills, and guide caller through necessary steps to restore functionality of software.
- Ensure a constant success rate of service requests executed within agreed deadlines in line with the customer service level agreement.
- Work with over 10 teams worldwide to share information, collaborate in identifying service issues and problem solving.
- Assumed responsibility of a software project with over 200 cases to monitor, and ensure resolution within agreed deadlines.
customer support representative
- Talk with loan applicants via calls to obtain information for loan applications and to answer questions about the process.
- Submit applications in limited time period for rapid verification.
- Review financial records such as income statements and documentation of expenditures to determine forms needed to sanction the loan.
- handles incoming calls, handled inquiries, customer complaints or support issues,
customer support representative
- Maintained a record of customer interactions and transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Determined charges for services requested, collected payments, and arranged billing
- Completed contract forms using a computer
- Routinely met monthly goals, including sales quota and performance statistics
- Promoted company products, services, and savings options during each call
customer support representative
- Assisted new customers with initial setup of their phone system accounts;
- Answered to a variety of technical questions about Nextiva’s services;
- Provided each customer with a first-class customer service via email and online chat;
- Notated tickets thoroughly and properly in internal CRM system;
customer support representative
- Manage corporate Corrective Action Request (CAR) system and publish weekly report to management on Issued, Recurrence & Delinquent.
- Review all CAR response, closure and perform audit verification on closed CAR.
- Train and assist employees to understand the CAR process
- Track & monitor 8D review learning’s
- Respond to all customer inquiries and or complaints on product quality related issues of manufacturing including subcontractors, lot scoping activities and recovery plans includes WIP, inventory and parts shipped to customer
- Provide heads-up to manufacturing for customer complaint
- Convene meeting to define containment action
customer support representative
- Account specific– Dish Network, Customer Service Specialist
- Provided the best customer experience.
- Memorized the entire line of company products and services, including prices and special discounts.
- Suggested a new tactic to persuade canceled customers to stay or reconnect with the company, resulting in a 5% decrease in cancellations.
- The company Ranked #1 in Customer Satisfaction by JD Power in 2018.