Helgi Kristinsson Email & Phone Number

Colorado Springs, CO, US

United States

Reykjavík, Capital Region, Iceland

• Promoted to the Senior Technical Support position for demonstrating great leadership, extraordinary customer service, ability to perform well under pressure, and pragmatic problem-solving abilities.
• Ensured SLAs were met by monitoring the ticketing system, assigning tasks to the most suitable team members, and taking ownership through to completion.
• Strengthened my team by training and initiating daily meetings with tech-supportrepresentatives to provide encouragement and actionable feedback.
• Collaborated with team members at all levels of management, developers, and operations managers, to create solutions and facilitate cooperation between different parties.
• Drove superb performance by directing daily activities and utilizing exceptional communication skills to relay technical information to members of various levels.
• Expanded knowledge and abilities by proactively seeking to learn from colleagues and seniors, while supporting them and sharing my own technical knowledge to increase the team’s productivity.

Reykjavík, Capital Region, Iceland

• Expertly handled in-store troubleshooting for various software, TV boxes, routers, and mobile phones, including iPhones, Samsung, and LG.
• Demonstrated an ability to handle multiple tasks simultaneously, respond to client issues promptly and professionally, seamlessly navigate through multiple systems, effectively take direction, and maintain composure.

Reykjavík, Capital Region, Iceland

• Provided excellent technical support by resolving inquiries & technical problems in a timely manner via email, chat, and telephone.
• Maintained high levels of customer satisfaction by demonstrating personal ownership of each case by proactively providing progress updates throughout the process.
• Excelled at First Call Resolution rates by utilizing extraordinary listening skills to determine the nature of the call, reflect it to the user, and address their inquiries clearly and precisely, preventing repeat calls.