“The Customer Experience” Ownership Team Mentorship/Coaching/Leadership Customer-Centric Refinement (Retention) Product/Technical Assistance Analysis, Troubleshooting & Diagnosis Resources & Issue Resolve Efficiency & ImprovementAccomplished customer/product specialist and technical support engineer [15 joined years] amid the high-tech, solar and e-commerce markets, with training, coaching and leadership influence. Primed for higher-level provision and prepared to honor all requisites within. Appreciate people and recognized for extreme patience, humbleness, many talents, and best-in-class customer service. In most recent position, guided team of agents in support of critical issues, and took reins to resolve matters at the tier 2 escalation level. An advocate and healthy voice for customers while keeping the company’s best interest at heart. Motivated to learn more and help grow the future worth of your company…with fun and success for years to come.Notable Highlights / Qualifications / Anticipation: Inspired by a company whose mission is to confidently solve complexities while growing and advancing in our world today. Together, we can move mountains and build on your solid foundation. Served most recently as Product Support Engineer L2 [3 yrs] for a worldwide solar leader, Tigo Energy.- Guided team of 9 Level I agents through coaching practices involving customer support.- Selected to train and influence new agent to impact the culture base and set the standard.- Stepped in at the management level when customer issues ascended beyond escalation.- Partnered with knowledge department to develop articles utilized as standard practices/procedures. Blend additional career involving technical support/consulting and IT administration. Devotion has always been substantial and customers highly satisfied at the outcome of engagement.- Listen well, examine details, and recommend solutions to client issues.- Customer service ratings are always high and demonstrate improvement.- Self-taught among Linux, UNIX, C++, and Java platforms (basic programming). Represent a genuine demeanor, positive energy, and urgency in performance. Appreciate cultural diversity, with ability to assist others more disgruntled in behavior. Proficient with MS Word/Excel/PowerPoint and standard office equipment. - Adapt quickly to new concepts, applications, and technology. Steward of trust, morals/ethics, commitment to service, and elevated customer care practice. Prepared for new company partnership and ready to prove value of service.
