Terrence Mackey Email & Phone Number

Florida, United States

St Petersburg, Florida, United States

• Served as the initial point of contact for all computer and system related customer solutions • Engaged in projects to test new applications and software prior to implementation• Completed detailed reports listing technical assistance requests creating documentation to assist internal staff and customers to better understand troubleshooting of products and features.• Researched, diagnosed and troubleshooted customer technical support system issues to resolve in a timely manner• Prioritized and managed several open issues at one time, while quickly determining if issues are more complex and need to be escalated.• Utilized the organization’s tools and knowledge base and collaborate with team members to determine proper troubleshooting course of action.

St Petersburg, Florida, United States

• Provided technical support solving problems for customers on multiple Omnicell Products. • Completed detailed reports listing technical assistance requests creating documentation to assist internal staff and customers to better understand troubleshooting of products and features.• Researched, diagnosed and troubleshooted customer technical support system issues to resolve in a timely manner• Prioritized and managed several open issues at one time, while quickly determining if issues are more complex and need to be escalated.• Educated customers as necessary to proactively enable them to resolve issues.• Utilized the organization’s tools and knowledge base and collaborate with team members to determine proper troubleshooting course of action.

Florida, United States

▪ Tier 1 Technical Support▪ Maintained customer satisfaction with forward-thinking strategies focused on addressingcustomer needs and resolving concerns.▪ Trained and supported end-users with software and network standards and use processes.▪ Adhered to company policies to consistently achieve call-time and quality standards▪ Answered average of 40 calls per day, addressing customer inquiries, resolving problems, andproviding product information

Orlando, Florida, United States

▪ Utilized various sales techniques to develop relationships with customers and drive sales▪ Maintained routine communication with 25+ clients daily to assess overall satisfaction,resolve complaints and promote new offerings▪ Built strong rapport with clients by understanding needs and clearly explaining products

Lakeland, Florida, United States

▪ Supervised and coached customer service team of 20+ representatives▪ Resolved complicated customer issues, complaints, challenges and escalations▪ Coached employees and trained on methods for handling various aspects of sales, complicatedissues and difficult customers▪ Oversaw employee performance, corrected problems and increased efficiency to maintainproductivity targets

Bachelor'S Degree, Computer Science

Associate Of Science - As, Computer Science