Lucas Sims Email & Phone Number

Denver, Colorado, Us

+Demonstrate functional skills to troubleshoot and resolve technical problems and other general account inquiries over the phone/live chat room in a single customer interaction to maximize the customer experience +Correct discrepancies on customers' accounts, and researches and resolves billing questions (invoices, bonuses, vouches, cheque requests) where necessary. +Follows established escalation procedures to expedite prompt resolution.+Identify opportunities for support automation and process improvement.+Cultivate a positive customer experience with every interaction to build and maintain user relationships.+Support other lines of business as volumes dictate.+Other duties and special projects as assigned

Marietta, Ga, Us

+ Answer and manage up to 45 customers each shift while maintaining business metrics and business goals with a 90% satisfaction rate. + Work with and maintain ownership of cases, at times spanning over weeks, until a technical issue is resolved. +Use Active Desktop applications to meaningfully resolve customer technical issues.+ Utilized multiple different developer apps to analyze, isolate, and resolve technical issues. + Carpe Facto Advisor - This team interfaced with site support engineers taking calls from customers identified as using the most current or beta version of the OS. Job function involved generating lengthy reports and customer case notes for engineers who would then analyze the data and respond with steps for the advisor to perform with the customer. + Mentor - Peer reviewed and coached new hires during their nesting period and the time following. Coached teammates on a variety of customer service oriented skills.

Skills Acquired: Continued development of providing excellent customer service. Setting payment arrangements and handling technical issues. One call resolution.

Seattle, Wa, Us

Skills Acquired: Through my employment with Starbucks I learned to enrich every persons life by exceeding the expectation of the customer and providing excellent customer service quickly and efficiently.

Skills Acquired: Learned bookkeeping skills and accountability of inventory. Loss prevention. Money handling, and of course excellent customer service.