Customer Service, User Support Specialist Resume

Candidate Pitch:

Detail-oriented Application support analyst with over 10 years of experience in online software troubleshooting, technical support, managing user accounts, and delivering exceptional customer support services. Vast experience in a high-volume environment with strong organizational abilities. Strong commitment to maintaining customer satisfaction and contributing to cultivating company success. SYSTEM TECHNICAL SUPPORT ANALYST ERP BUDDIES INC | July 2020 – May 2023 • Managed and resolved IT support tickets submitted by end-users through NetSuite CRM. • Developed a comprehensive guide outlining NetSuite process and procedures for future reference and training purposes to optimize operations and enhance productivity. • Managed user accounts and permission in Active Directory, NetSuite, Slack, and a few other apps. • Provided comprehensive training to newly hired employees to ensure their 100uccessful onboarding, including the setup of company-provided applications and computer systems. CUSTOMER SERVICE REPRESENTATIVE ALORICA PHILIPPINES INC. | Aug 2017 – July 2020 • Answered up to 50 - 80 incoming calls per day in a busy, fast-paced global call center. • Demonstrated exceptional customer service skills by responding promptly to customer inquiries and providing accurate information while adhering to the highest quality standards. • Maintained accurate records and databases by documenting all transactions in accordance with prescribed formats and required systems. • Executed a variety of transactions, including data entry, record updates, invoice and claim processing, information verification, and transaction closure with precision and attention to detail. • Demonstrated expertise in operations as a subject matter expert by mentoring 10-12 newly hired customer service associates while providing valuable assistance to the team leader in various tasks such as performance management and weekly team meetings. CUSTOMER SERVICE REPRESENTATIVE TELETECH | Mar 2013 – Oct 2016 • Maintained accurate customer records by recording interactions and transactions in the CRM system. • Assisted cardholders with account queries, billing issues, payment arrangement, financial planning, service promotion, performed activities such as exchanging merchandise, processing customer refunds, and adjusting bills. • Developed strong relationships with customers and identified opportunities to increase sales revenue. • Provided feedback to management on customer trends and issues to support continuous improvement initiatives. TECHNICAL SUPPORT SPECIALIST ALORICA PHILIPPINES INC. | Sep 2008 – Feb 2013 • Handled up to 40-50 incoming calls daily and made outbound calls as necessary. • Provided technical support to end users and resolved hardware, software, and network connectivity issues. • Updated user guides, technical manuals, and other documents for research and implemented solutions to boost organizational efficiency. • Maintained records of daily communication, transactions, problems, and remedial actions taken using the Remedy Ticketing tool. • Collaborated with Tier2, Escalation Team and other departments if appropriate referral as required. SERVICE CREW MCDONALD’S | Aug 2005 – Sep 2008 • Counter personnel handled customer Orders and Sales transactions while ensuring financial accuracy by reconciling the cash register at the end of the shift. • Proficiently operated cooking equipment and handled the packaging and preparation of take-out food, including portioning, wrapping, and assembly. • Maintained high standards of cleanliness inside and outside the restaurant, ensuring a safe and healthy environment for staff and customers alike. • Managed inventory of supplies; unpacked and stored them in appropriate storage areas. • Maintained 100wareness of menu items and specials. • Part of the Drive Thru Elite Team (POS Counter/Back up) and Party Assistant. Bachelor of Science in Computer Science Lipa City Public College, PH April 2008 Caregiving NC II Program St. Augustine, School of Nursing, PH March 2017 • Computer hardware/software • Data Entry • Time Management • Microsoft Office • Customer Service • Customer Relationship Management (CRM) • Application Support • Product Knowledge • Teamwork • Multitasking • End User Training