ICQA PA

• Rising to the challenge of a new product launch while maintaining customer focus during a multi-hour call, identified training deficiencies and POS problems which led to the development of a reference guide to handle new product that resulted in a call handle time reduction of 75%.• Utilizing persistent problem solving skills, identified software issues which were corrected by pre-launch software updates and training thereby eliminating support calls or device returns due to dissatisfaction. • Produced team leading call average handle time, 10% better than company’s highest goal, by being organized and thoroughly troubleshooting.• Worked one-on-one with new reps to fill in gaps with classroom training, demonstrating training ability and making their calls more efficient and positive for the customer.• Combined scattered, lengthy internal product documentation into one easy tool, resulting in reduced errors and improved efficiencies, in addition to sharing and training reps on using tools. • End user technical support by phone and email for smartphones, tablets, laptops and cellular phones.• Customer service call center position which included troubleshooting, product education and advice, assisting supervisors with projects and escalated issues.

• Motivated by high personal accountability, spearheaded a project holding other departments accountable for their errors by having them issue credits to customers, saving our department $1000’s.• Through dedication and efficient work became top producer in POS audit process, correcting potential billing errors in near real-time, saving $10,000’s in credits needing to be issued and eliminating unnecessary call volume.• Displayed team and company commitment by regularly working overtime and holidays.• Received numerous customer satisfaction compliments and internal awards for low average handle time and high calls per day.

Maintained and performed troubleshooting on rental computers, prepped computer units for rental.

• Phone, chat and email customer service for web site with 125,000 monthly visitors.• Managed daily web site order flow, first year sales $1.2 million.• Maintained 1,000 SKU website inventory, content and appearance.• Coordinated several different company interfaces with our own.