Objective
My hope is to gain employment with a forward moving, innovative software company that nourishes growth and rewards a strong work ethic. I've recently began pursuing my Webmaster Certification at ACC to aid in this process.
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Skills |
- More than 12 years of experience excelling in customer service with over two years specializing in Tech Support
- Naturally inquisitive nature lends to strong troubleshooting capabilities
- A model team member resulting in selection to be Tier 1 Team Lead
- Equipped with knowledge of HTML and CSS
- Experienced with Dreamweaver
- Familiar with utilizing FTP
- Currently learning Java Programming and Javascript
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Achievments |
- Ability to retain knowledge of ever-changing software nuances coupled with a passion for delivering unrivaled customer service led to Tier 1 team lead role (December 2011)
- One of only two representatives in company history selected to be flown out to Infusionsoft headquarters in Arizona for Tier 2 training (July 2012)
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Employment |
- Centex Global Communications, San Marcos, TX
- 2011-Present
- Technical Support, Tier 1 Lead
- Responsible for taking inbound calls related to tech support needs
- Submitting substantiated and thorough bug scripts when issues are not resolvable over the phone
- Responsible for quality assurance of bug tickets submitted by a team of 11 representatives
- Effectively tests and evaluates team ticket submissions to determine if necessary to move forward to Tier 2
- Resourceful in quickly diagnosing issues and anticipating needs of inbound callers
- Empathizing with customer concerns thereby providing a welcomed customer service experience
- Providing intelligent and knowledgeable chat support
- Assistant Project Manager
- Responsible for maintaining open communication with client on pending and completed projects
- Tasking team with projects
- Submitting daily summary reports on team progress
- Customer Support Representative
- Successfully learned policies and procedures for 8 clients in order to provide exceptional customer service
- Responsible for taking and making calls related to customer service needs
- Providing and processing refunds based on client policies
- Taking escalated manager calls upon customer request
- Consistently completes all required documentation based on client needs
- Carino's Italian Grill, Katy, TX
- 2005-2010
- Server/Trainer
- Successfully maintained working knowledge of menu items
- Taking and fulfilling food and drink orders
- Anticipating needs of patrons to ensure positive dining experience
- Training new hires
- Assisting with table bussing
- Maintaining a clean and healthy workspace
- The Home Depot, Katy, TX
- 2006-2008
- Head Cashier
- Processing sales, refunds and credit card payments for customers
- Providing an enjoyable and memorable customer service experience
- Running breaks and lunches and maintaining coverage during such breaks
- Stepping in when a manager request was made to resolve and customer issues
- Maintaining working knowledge of store layout to answer any general customer inquires
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References
Furnished upon request.
