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Customer Service & Technical Support Specialist with 7+ years in Retail, Hospitality, and Security Industries
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Competencies
Exceptional at managing customer interactions, resolving issues, and ensuring positive experiences across multiple sectors.
Skilled in troubleshooting hardware and software issues, providing remote assistance, and maintaining detailed records.
Proficient in handling inbound sales calls, converting leads, and managing reservations to maximize revenue.
Effective in coordinating between departments, field technicians, and clients to ensure seamless service delivery.
Experienced with Zendesk, Salesforce, HubSpot, and other platforms to manage customer data and streamline workflows.
Education
Languages
Summary
Dedicated professional with over 7 years in retail, hospitality, and security sectors. Skilled in customer service, technical support, and sales, with a proven ability to manage complex workflows and deliver exceptional results.
Key Achievements
- Managed over 50 customer tickets daily, ensuring timely resolutions and high customer satisfaction at Open Phone.
- Converted 40%+ inbound hotel reservation calls into confirmed bookings for IHG, boosting sales efficiency.
- Streamlined customer records and service requests at Walmart, improving interdepartmental communication.
- Provided technical support for U.S. home security systems, coordinating effectively with field technicians and clients.
Experience
Retail & Customer Service Specialist (Walmart)
• Managed customer records, order information, and service requests through internal systems. • Scheduled deliveries and follow-up interactions while coordinating with multiple departments. • Responded to customer inquiries through phone, email, and chat channels. • Tracked operational data and contributed to daily and weekly reporting. • Conducted research on orders, shipments, and returns to ensure timely issue resolution.
Technical Support Specialist II
• Managed and prioritized 50+ daily customer tickets using Zendesk, ensuring timely resolution and adherence to service deadlines. • Maintained accurate customer records by updating contact information, account details, and assigned phone numbers within the CRM. • Organized and managed ticket queues based on urgency, age, and business impact to improve workflow efficiency. • Conducted follow-ups on pending cases, maintaining ownership until final resolution and closure.
Sales & Booking Expert
• Handled inbound calls to book hotel reservations across IHG brands, consistently converting 40%+ of calls into confirmed bookings. • Managed hotel reservations, itinerary changes, cancellations, and date modifications for guests across multiple properties. • Documented customer interactions and maintained detailed records of reservations and account updates. • Assisted customers with membership enrollments and room upgrades while providing personalized support.
Customer Care & Tech Specialist II
• Provided technical support via phone and email for U.S. home security systems (panels: IQ, Simon, 2GIG, Honeywell; sensors; Alarm.com cameras). • Coordinated with field technicians and internal departments to schedule service appointments and resolve customer concerns. • Documented customer interactions, account updates, and service activities in CRM systems. • Updated customer databases and ensured compliance with internal documentation standards.