Technical Support Advisor Tier III Sample Resume Format in Word Free Download

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ANNA JOY

                      anna@gmail.com                                                                Cell: 214-457-9876

 

Objective:-

                     A customer focused individual with over 4 years of experience working in a fast pace call centre environment dealing with a diverse client base. Extensive knowledge of call centre metrics, operations from workforce management to programming and scripting both inbound and outbound capacity.

   

Work Experience:-

Telvista, Dallas, Texas                                                                                Sep 2011 to Current

            Working as a Contact Center Supervisor since 2011

Job profile:-

• Enthusiastically manage the development of team by ensuring that they receive an adequate amount of counseling, coaching and training, and encourages personal development.
• Accountable for the operational excellence and efficiency of the call centre including: achieving KPI (Key Performance Indicators) standards set by the Branch Manager, ensuring that quality of service is maintained, and that Branch financial objectives are met.
• In-depth experience monitoring goal setting and problem solving.
• Responsible for motivating employees and team members to meet company’s goals and customer satisfaction
• Recognized in delivering on commitments and ensures actions are consistent.
• Ability to adapt and excel in challenging and competitive environments.
• Building a team that effectively supports client programs, products and services.
• Driving the development of superior customer service and high performance.
• Hiring, training/developing, motivating, coaching, evaluating and retaining qualified.
• Maintaining service, talk/wrap time, data, and both client and consumer satisfaction.
• Excellent multitasking ability.

Telvista, Dallas, Texas.                                                                  March 2008 to Sep 2011

Technical Support Advisor Tier III

Job Profile:-

• Able to work in joint team oriented environment.
• Excellent time management and customer service skills.
• Experience of crystal reports.
• Excellent knowledge of Telecommunication and Network Systems.
• Responsible for other duties as assigned.

Internal Help Desk Advisor

• Responsible for helping Agent on the floor
• Design training materials and Guide for new agents
• Taking over escaladed calls within the call center
• Responsible for applying better ways to track support issues and customer data.
• Taking over customer issue and provide proficient follow up until resolution
• Responsible for other duties as assigned such as Floor walking and etc.

Wal-Mart Supercenter, Rowlett, TX

Cashier                                                                                              August 2007-March 2008

Job Profile:-

·       Assisting the customer to get the right product.

·      Checking out the products at the cash register.

·      Maintaining the cash register area clean.

·      Customer care for satisfaction

·      Verify customer identity for payments made through checks and credit cards

Educational Qualification:-

Bachelors in Business Administration in 2011                               Madurai Kamaraj University, India  

High School Diploma in 2007                                       Lakeview Centennial H.S, garland, TX                                   

Software Skills:-

• Knowledge of Kronos, Aspect, Veriant, EPortfolio, and Empower software.
• Knowledge of MS Office XP/2007
• Proficient on any MAC OS

Awards:-

• Supervisor of the Month
• NPS promoter for year 2008
• Agent of the year 2010
• Perfect attendance award throughout High School
• Kudos certificate awarded by multiple customers throughout years of 2008-2011

Skills:-

§  Ability to multi-task and adapt to any situation with professionalism and tact.

§  Proactive in learning new processes and procedures in a work environment.

• Strong ability to achieve success in a fast- paced environment.

§  Self Confidence, Positive approach & adaptable to changes

§  Strong Communication skills.

§  Highly excellent problem solving skills

§  Strong Leadership and analytical skills.

§  Excellent time management and customer service skills.

References:-

     Available upon request                                                                                                                 

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