Alen Cantrell Email & Phone Number

Remote

Remote

• Write and develop approximately 380 Help Center articles for Products, Software, & Knowledge including creating and editing videos for articles using Adobe Premiere Pro.
• Continuously train and mentor all Success Representatives and new hires with all questions issues and concerns.
• Successfully handle and assist escalated customers.
• Managed the ZenDesk help desk, increasing the team’s efficiency and collaboration by developing macros and custom views for agents, using triggers for SLAs, and creating and applying tags for metrics.
• Provide feedback calls to customers for feedback on products and feature requests by setting up a weekly 15-minute call to provide a status update on the customer's account and request feedback on their experience.
• Implemented SupportSync to track and manage all returns and repairs for company products by delivering over 80% increase in efficiency metrics with Customer Success Department.

• Omni-channel support (including SMS Chat/integrated CRM chat, phone, email simultaneously).
• Addressed customer issues and escalations daily through multiple channels including social media sites such as Amazon SellerCentral Reviews, Twitter, Facebook, and Ebay.
• Troubleshoot hardware, software, and network issues for scanners and programs.
• Update/create tickets in Zendesk.
• Conducted analysis of customer service metrics and identify areas for improvement. Provided feedback to the management team to address concerns and improve customer satisfaction.
• Helped analyze and triage app/interface issues in live time and regularly synced with our development team to find resolutions.

Grove, Oklahoma, United States

• Provide excellent customer service and technical support through phone and email.
• Troubleshoot hardware and software of electronic gaming machines for various errors.
• Remote desktop support for software-related issues of electronic gaming machines.
• Remote configuration and installation of gaming machines, APC batteries, and server software.
• Resolve issues Internet companies(such as AT&T, Frontier, Cox, Centurylink, etc.) for down internet connections, scheduling, and troubleshooting.
• Create tickets for all issues using BMC Service Desk Express.