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Ebonie
mellieblue@outlook.com
9803 Creekfront rd. apt 1508
Jacksonville, FL 32256
Technical Support Associate II
15 years experience W2
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Summary

Customer service professional offering 10 years of diversified experience. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction as well as meeting or surpassing company expectations. Able to focus on projects, develop strategies and meet or exceed deadlines. Strong rapport with personnel, customers, and associates based on knowledge, professionalism, and integrity. Excellent written and verbal communication skills. Productive in a high call volume environment.

Experience
Technical Support Associate II
Information Technology
Jul 2013 - present
Troubleshoot advanced customer issues that are technical in nature including hardware, software, networking, or other designated client products. Solve problems that are generally unstructured and require extensive use of conceptual thinking including notating skills. Clarify customer requirements probe for understanding. Prepare complete and accurate work including appropriately notating accounts as required Participate in activities designed to improve customer satisfaction and business performance.
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Customer Service Representative
Mar 2010 - Jun 2012
Processed orders researched requests checked availability, and recommended alternative products. Promoted customer satisfaction through clear and concise communication. Canceled orders compared disputed merchandise with original order. Verified address and prepared shipping label for return merchandise. Maintained positive company image during difficult situations. Proven ability to handle large call volumes in a professional and courteous manner. Provided sales consulting and support for small, independent company specializing senior fashions. Up sold various merchandise items.
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Customer Service Representative II
Sep 2006 - Apr 2009
Proven ability to handle large volume calls in a professional and courteous manner. Advised customer on recommendations according to their need. Maintained and encouraged customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies. Required to work in multiple queues/s kill set over various contact channels. Handled payment authorization, bill inquires, and refunds. Initiated calls on behalf of executives and off-site sales staff.
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Non-cloudteam Skill
Education
Florida Community College 2008
Skills
Customer Service
2017
4
Technical Support
2017
4
Microsoft Excel
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1