Skills
Technical support
1-2 Years
Dispatch Administrative Assistant
Less than 6 Months
Customer Service Representative
5-10 Years
Experience highlights
Technical Support - Loyalty Specialist
TTEC
·
October/2025
–
Present
Proactively engaged customers regarding account and service concerns, building trust and strengthening relationships to improve retention. Applied consultative communication and problem-solving techniques to resolve billing and service issues, reducing cancellations and encouraging continued product/service usage. Documented customer interactions and coordinated with internal teams to ensure timely resolution, educating customers on benefits and tailored solutions to increase long-term account.
Technical Support Expert
Asurion
·
April/2024
–
Present
Provided Tier 1/2-style technical support and account investigation for customers via phone, troubleshooting issues and resolving concerns while following established protocols prior to escalation. Identified customer needs and recommended relevant solutions, contributing to a 12% increase in team-wide sales. Achieved a 100% Customer Satisfaction (CSAT) score for 4 consecutive months. Maintained accurate documentation within CRM systems to support tracking and follow-up.
Technical Support Representative - Chat Specialist
iQor
·
August/2021
–
Present
Delivered chat-based product support, using strong written communication to guide customers clearly and resolve issues efficiently. Selected as a pull-out Subject Matter Expert (SME) to coach and mentor new agents on product knowledge and protocol adherence. Recognized as "Best Seller" for August for outstanding individual performance. Built long-term customer relationships through personalized support and effective problem-solving, improving satisfaction and loyalty.
Customer Service
Transcom
·
April/2019
–
Present
Answered inbound calls and assisted customers with account management, billing inquiries, and service-related questions, maintaining high first-call resolution rates and accurate documentation. Applied active listening and consultative problem-solving to investigate and resolve account concerns efficiently. Contributed to an 8% increase in company revenue and was recognized as part of the Best Team after being named the #1 team across the entire Central Billing account.
