Customer Success specialist

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Jan 2021-Current Customer Success Specialist @ Adwerx

Provide superior customer support to existing Adwerx customers by answering incoming questions via chat, email, and phone.
▪ Provide details on the digital marketing campaigns offered.
▪ Troubleshoot issues with campaigns.
▪ Assist agents with creating campaigns.
▪ Facilitate the inbound sales lead process for Adwerx from real estate professionals and their
listings.
▪ Execute effective techniques to drive and contribute to customer satisfaction, sales, and
maintain positive long-standing customer relationships.
▪ Generate outbound calls and emails to existing and potential customers.
▪ Ability to create rapport with customers and potential clients, qualify and establish a need, build
value, overcome objections, and close opportunities.
▪ Self – motivated and driven to personally and professionally excel.
▪ Assist with creating, resetting and locating accounts.
▪ Assist with locating, setting up and building ad campaigns.
▪ Assist with Internal Operation issues for accounts.

Sept 2020 –Dec 2020 Customer Success Specialist @ INTERNAL DATA RESOURCES

Responsible for taking technical support phone calls from retail store employees & managers
▪ Responsible for assessing, solving, and escalating any and all issues that come to your phone.
▪ Responsible for logging all communications via ZENDESK.
▪ Responsible for contacting stores that do not upload or have issues uploading.
▪ Responsible for contacting stores for equipment/software updates (via phone or PC access).
▪ Responsible for being available for Tech Support all day on scheduled dates.
▪ Responsible for assisting with in-office tasks -prepping equipment for shipping and testing and
checking in returned equipment.
▪ Responsible for assisting with Delta Dash shipments which may require transporting shipments
to airport for drop off

Aug 2019 – June 2020 Customer Service/Technical Support Representative (Chat Support/Apple Client) @ Kelly Services

Answer inbound/outbound chats
▪ Direct Support with iPhones, iPads, and iPods
▪ Troubleshoot apple watches, iPhones, iPads, iPods, and apple id account issues (dealing with
updating/installing/reinstalling operating systems, application support, email
setup/troubleshooting, printer issues, network troubleshooting and more)
▪ Set up Repairs (mail in, in store)
▪ Schedule appointments
▪ Front line support for Apple support
▪ Assist with AppleCare support purchases
▪ Tools: Core and iLog (ticketing system and help system)

Nov 2016 – Aug 2019 Customer Service/Technical Support Representative (Phone Support/Apple Client) @ Teleperformance USA

▪ Answered inbound calls (between 30-50 calls per shift)
▪ Tech Support (100% Phone & Remote Support: screen sharing if needed)
▪ Direct Support Experience with Macs, iMacs, iPhones, iPads, and iPods
▪ Troubleshot Macs, iPhones, iPads, iPods (dealt with updating/installing/reinstalling operating
systems, application support, email setup/troubleshooting, printer issues, network
troubleshooting)
▪ Set up Repairs (mail in, in store)
▪ Scheduled appointments
▪ Assisted with training classes
▪ Tier 1 Tech Support for Apple
▪ Assisted with AppleCare support purchases
▪ Tools: Core and iLog (ticketing system and help system)

Sep 2014 – Oct 2016 Customer Service Representative (Geek Squad Client) @ Wipro Limited

▪ Interacted with customers via telephone
▪ Provided phone support for Windows XP, Windows 7, Windows 8, Windows 10, and Macs
(Troubleshot network, printer, software, wireless, operating systems issues, install operating systems, software, and printers. Work with Microsoft office products. Experience with IE, Firefox, Google Chrome, and Microsoft edge)
▪ Scheduled appointments (geek squad services)
▪ 100% Remote Support for geek squad customers all over the world
▪ Sell geek squad entitlements and provide details
▪ Assisted with new hire training class (response for side by side call listening, training if needed
and scoring, assist with in class training)
▪ Floor Support/Supervisor Assistant (assisted peers when needed, complete SME assignments)
▪ Assisted with purchases of anti-virus products (Webroot, Trend Micro and others)
▪ Responsible for meeting weekly/monthly metrics
▪ Tools: Breeze (ticketing system)