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Customer Service & Support Specialist with over 8 years of experience in client relations and technical support
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Competencies
Exceptional ability to manage client interactions, resolve issues, and ensure high customer satisfaction.
Proficient in troubleshooting technical issues remotely, supporting diverse back-office and client systems.
Skilled in clear, professional communication with clients and internal teams across multiple platforms.
Experienced in processing complex product orders and supporting client needs in technical and logistical contexts.
Education
Languages
Summary
Dedicated customer service and technical support specialist with extensive experience in client relations, remote troubleshooting, and order management. Proven ability to enhance operational efficiency and client satisfaction.
Key Achievements
- Consistently maintained high customer satisfaction levels through effective communication and problem-solving at Capital Funds Tax Services.
- Streamlined remote support processes, improving response times and client issue resolution efficiency at Pacific Architects and Engineers.
- Provided remote technical troubleshooting for back-office divisions, enhancing client operational continuity at Johnson Controls.
- Managed and clarified complex engine and airframe orders, ensuring accurate classification and customer needs fulfillment at Aeroturbine.
Experience
Customer Service Representative
Took in a steady stream of calls and interfaced with clients relative to supporting tax preparation needs and submission to the IRS. Worked with management to assure high levels of quality customer service implementation in policies and in practice. Assisted in writing customer service policy and procedure still being utilized by the company today.
Customer Service Analyst
Conducted remote Customer Service support and analysis. Took in calls relative to needs of Accountants and Lawyers relative to the data needed for the implementation of their work.. Helped clients find what they needed in a timely fashion while assuring the highest levels of quality service.. Dealt with several irate clients and became the go-to person for assuring that high priority issues were dealt with efficiently and customer retention was maintained at high levels.
Call Center Tech Support Analyst
Conducted Remote Online Tech support for all back office divisions.. Supported clients with questions related to trouble shooting issues with the budgets and forecasting. Used ERP systems to help in making sure clients were aware of what the system was reading relative to their divisions within the system. Responded to common issues relative to the back office functionalities, drafted FAQ relative to these.
Client Support for Engines and Airplanes
Identified Customer needs and clarified information relative to Engine and Airframe Orders. Administered product orders and conducted proper classifications.. Managed internal client needs relative to inventory and what is currently available on the Market.. Completed various data entry projects relative to call intake of Orders and how they are processed to create efficiency. Supported IT as needed with inquiries and the processing of tickets.