Larry C. Email & Phone Number

Baltimore, Maryland Area

⦁ Implemented best practices for multiple new supported products and contributed to the successful support of numerous product launches. ⦁ Conducted in-depth review of user accounts for a year, addressing and resolving issues related to Terms of Service.⦁ Maintained accurate records by regularly updating account information.⦁ Proficiently identified, troubleshooted, and resolved billing, technical, and in-game issues via phone, text chat, email, and social media, ensuring seamless player experiences.⦁ Stayed current with relevant technology to provide effective customer support.⦁ Proactively and reactively educated players and agents on game-related support issues and matter pertaining to our Terms of Service. ⦁ Effectively escalated and communicated common game-related support issues to optimize resolution processes.⦁ Demonstrated a commitment to excellent service by promptly answering customer telephone calls, minimizing on-hold wait times.⦁ Investigated and promptly reported service outages, contributing to swift issue resolution.⦁ Delivered primary customer support to both internal and external customers, fostering strong relationships and satisfaction.

⦁ Demonstrated proficiency in utilizing established procedures to efficiently address routine and standard customer inquiries, offering clear instruction, guidance, and direction as required.⦁ Expertly navigated through customer service systems and tools, prioritizing timely resolution while ensuring a seamless customer experience, with a primary focus on CRM applications.⦁ Proactively informed customers about promotions and updates on new or enhanced products, keeping them informed and engaged.⦁ Effectively communicated product options and associated charges in a clear and concise manner, assisting customers in making informed decisions.⦁ Demonstrated commitment to customer satisfaction by consistently following up on customer interactions, fostering ongoing communication, and successfully closing resolved issues.

Baltimore, Maryland Area

Received, unloaded, placed incoming shipments appropriatelyCleaned and maintained the warehouse in compliance with OSHA safety standardsScanned packages for delivery shipmentsHandled shipping of high-value items with zero instances of damaged goodsImplemented strategic shipping policies to achieve long and short-term sales targets

Cockeysville, Md

⦁ Demonstrated expertise as a PC Hardware Compatibility Tester, consistently adhering to company policies, objectives, and communication goals.⦁ Contributed valuable support to the AAA video gaming industry, including two years of customer service support and three years of quality assurance for game testing.⦁ Excelled in a mentoring and leadership role, providing four years of training, assistance, and coaching to over 200 new customer support and quality assurance team members.⦁ Proficiently utilized issue tracking software, including JIRA, to effectively manage and resolve issues.⦁ Collaborated closely with staff to meet and exceed established targets, ensuring project success.⦁ Leveraged extensive knowledge of Rockstar's Bugstar and Seapine Test Track Pro programs to enhance testing efficiency.⦁ Acted as the primary point of contact for Tier 1 support agents and customers, handling over 100 inquiries weekly and addressing advanced questions, issues, and concerns.⦁ Methodically tracked and logged Lessons Learned related to Tier 1 support agents' questions, issues, and concerns.⦁ Resolved over 100 tickets monthly, providing clear and concise explanations of resolutions to non-technical end users.⦁ Proactively identified opportunities for service improvements, driving enhancements in customer support processes.⦁ Fostered productive working relationships with Customer Support Team Members, promoting collaborative teamwork.

Hunt Valley, Md

⦁ Demonstrated expertise as a PC Hardware Compatibility Tester, consistently adhering to company policies, objectives, and communication goals.⦁ Meticulously identified, researched, and documented all issues within assigned projects, ensuring comprehensive testing coverage.⦁ Assumed responsibility for training and monitoring approximately 30 junior testers, contributing to their professional development.⦁ Conducted daily testing on various applications and platforms, ensuring robust product quality.⦁ Managed the upload and execution of builds on devices, facilitating rigorous testing procedures.⦁ Diligently entered bugs into a variety of databases provided by multiple clients, aiding in issue resolution.⦁ Performed both scripted and non-scripted testing on applications, offering comprehensive test coverage.⦁ Developed, maintained, and executed test cases, ensuring thorough testing procedures.⦁ Collaborated seamlessly with development team members on projects, fostering efficient communication and problem-solving.⦁ Conducted rigorous testing to identify glitches and product failures, contributing to product reliability.⦁ Assisted in building test PCs for hardware compatibility testing, ensuring product performance on diverse hardware configurations.⦁ Evaluated applications for compatibility within various computing environments, enhancing product usability and reliability.

Provided an outstanding customer service experience Assessed and serviced customer inquiries and filled purchase requestsProvided quality care services to include information regarding company’s return policy, repair policy and warranty policyRestocked merchandise and performed shipping and receiving of new merchandiseProvided technical support for walk in customers regarding PC’s, software, hardware devices, as well as industry best practicesResponsible for opening and closing on a daily basis.

Education record

Education record