Technical Support Specialist
Information technology expert with several years of computer software and customer service experience. Has a proven track record of working independently and coordinating remotely with leaders and team members. Leverages a passion for helping people, an upbeat personality, and a commitment to finding solutions in a customer service role.
SKILLS & ASSETS
• Customer Service
• Email/Chat Communication
• Independence
• Self-Motivation
• Computer Software
• Phone Etiquette
• Multitasking
• Quiet Workspace
• Positive Attitude
• Secure Internet Access
• Reliable PC/Headset
• Flexible Schedule
WORK EXPERIENCE
Software Developer & Support
Financial Media Corp 08/2016 – 11/2018
• Coordinated with team leader to organize and implement database for data sharing, business synchronization, and customer reporting, saving at least 30 monthly man hours
• Independently designed new computer software with flexible parameters, provided customer service over phone and chat, and delivered product to customer in one month
• Completed additional training and worked at home during evenings, weekends, and holidays to diagnose and resolve an emergency software issue while under time pressure
• Diagnosed technical issues and solved computer software problems for customers and sales representatives, by utilizing self-directed troubleshooting and internet research
Product Network Manager
Financial Media Corp 08/2015 - 08/2016
• Communicated with over 50 customers by phone, email, and chat, including gathering required information and researching customers' unique technology systems
• Diagnosed and resolved technology issues relating to internet advertising and marketing, including navigating customers through application menus by phone and email
• Adapted to frequently-changing technology and processes, while providing support and guiding customers through updates with a positive, cooperative attitude
• Independently responded to incoming service requests by customers and sales team, while frequently working remotely during evenings, weekends, and holidays, as needed
Priority One Support Specialist
Merrill Lynch 06/2014 - 08/2015
• Promoted to priority one support team, with additional responsibilities in resolving escalated phone calls, communicating with remote teams, and leading with a positive attitude
• Diagnosed and solved advanced computer software issues in a call center environment, including multitasking dedicated email and chat support to premier clients
• Provided weekly 1:1 coaching and feedback to phone support staff on proper phone etiquette and customer service, in addition to virtual classroom training in a leadership role
• Independently provided technical assistance to top-performing teams as well as customer support representatives, while leveraging additional resources as needed
• Earned 3 appreciation awards for mentoring 5 new customer service representatives, completing additional training, and promoting quality assurance
Financial Operations Advisor
Merrill Lynch 03/2013 - 06/2014
• Communicated with financial advisors by phone and email in a call center, providing software support and technical advice, as well as navigating callers through application menus
• Gathered customer information and independently resolved issues by analyzing symptoms and researching using available resources, including an article database and the internet
• Provided excellent customer service, leveraging an upbeat attitude and a commitment to finding solutions, while multitasking between phone calls, email, and chat messages
• Completed required training to stay current with 5 unique financial systems, including frequent changes and updates, as well as regular coaching sessions with recorded calls and reviews
• Maintained reliable performance under pressure, with a consistently positive demeanor and flexible personality that connected with customers
Service & Technical Support Assistant
Claims Express 06/2008 - 03/2013
• Remotely supported multiple insurance adjusters by phone, chat, and email to prepare and revise a daily average of 5 accurate, detailed cost estimate reports
• Independently gathered customer information and incoming product requests from virtual project center and delivered results in a home office environment
• Volunteered software support to financial advisors in addition to regular duties, including providing software configuration assistance and troubleshooting email issues
• On an ongoing basis, independently completed additional training and research to stay flexible with current changes and updates
• Autonomously created dynamic report template in Microsoft Excel that integrated with existing software, which saved roughly 25 hours per month
EDUCATION
University of North Florida
Completed 50 credits toward Computer Science Degree 2004 - 2006
Information technology expert with several years of computer software and customer service experience. Has a proven track record of working independently and coordinating remotely with leaders and team members. Leverages a passion for helping people, an upbeat personality, and a commitment to finding solutions in a customer service role.
SKILLS & ASSETS
• Customer Service
• Email/Chat Communication
• Independence
• Self-Motivation
• Computer Software
• Phone Etiquette
• Multitasking
• Quiet Workspace
• Positive Attitude
• Secure Internet Access
• Reliable PC/Headset
• Flexible Schedule
WORK EXPERIENCE
Software Developer & Support
Financial Media Corp 08/2016 – 11/2018
• Coordinated with team leader to organize and implement database for data sharing, business synchronization, and customer reporting, saving at least 30 monthly man hours
• Independently designed new computer software with flexible parameters, provided customer service over phone and chat, and delivered product to customer in one month
• Completed additional training and worked at home during evenings, weekends, and holidays to diagnose and resolve an emergency software issue while under time pressure
• Diagnosed technical issues and solved computer software problems for customers and sales representatives, by utilizing self-directed troubleshooting and internet research
Product Network Manager
Financial Media Corp 08/2015 - 08/2016
• Communicated with over 50 customers by phone, email, and chat, including gathering required information and researching customers' unique technology systems
• Diagnosed and resolved technology issues relating to internet advertising and marketing, including navigating customers through application menus by phone and email
• Adapted to frequently-changing technology and processes, while providing support and guiding customers through updates with a positive, cooperative attitude
• Independently responded to incoming service requests by customers and sales team, while frequently working remotely during evenings, weekends, and holidays, as needed
Priority One Support Specialist
Merrill Lynch 06/2014 - 08/2015
• Promoted to priority one support team, with additional responsibilities in resolving escalated phone calls, communicating with remote teams, and leading with a positive attitude
• Diagnosed and solved advanced computer software issues in a call center environment, including multitasking dedicated email and chat support to premier clients
• Provided weekly 1:1 coaching and feedback to phone support staff on proper phone etiquette and customer service, in addition to virtual classroom training in a leadership role
• Independently provided technical assistance to top-performing teams as well as customer support representatives, while leveraging additional resources as needed
• Earned 3 appreciation awards for mentoring 5 new customer service representatives, completing additional training, and promoting quality assurance
Financial Operations Advisor
Merrill Lynch 03/2013 - 06/2014
• Communicated with financial advisors by phone and email in a call center, providing software support and technical advice, as well as navigating callers through application menus
• Gathered customer information and independently resolved issues by analyzing symptoms and researching using available resources, including an article database and the internet
• Provided excellent customer service, leveraging an upbeat attitude and a commitment to finding solutions, while multitasking between phone calls, email, and chat messages
• Completed required training to stay current with 5 unique financial systems, including frequent changes and updates, as well as regular coaching sessions with recorded calls and reviews
• Maintained reliable performance under pressure, with a consistently positive demeanor and flexible personality that connected with customers
Service & Technical Support Assistant
Claims Express 06/2008 - 03/2013
• Remotely supported multiple insurance adjusters by phone, chat, and email to prepare and revise a daily average of 5 accurate, detailed cost estimate reports
• Independently gathered customer information and incoming product requests from virtual project center and delivered results in a home office environment
• Volunteered software support to financial advisors in addition to regular duties, including providing software configuration assistance and troubleshooting email issues
• On an ongoing basis, independently completed additional training and research to stay flexible with current changes and updates
• Autonomously created dynamic report template in Microsoft Excel that integrated with existing software, which saved roughly 25 hours per month
EDUCATION
University of North Florida
Completed 50 credits toward Computer Science Degree 2004 - 2006