Customer Service/Technical Support Specialist

Handled high volumes of inbound customer calls across multiple product lines including smart home devices, household appliances, and internet/telephone services. Troubleshoot connectivity, hardware malfunctions, mobile app access, and device/software errors. Provided technical support for smart home products such as sensors, smoke/CO detectors, thermostats, door locks, Z-Wave devices, and mobile applications. Delivered troubleshooting and installation assistance for household appliances including washing machines, dishwashers, air conditioning units, and televisions. Resolved internet and telephone service issues including slow speeds, outages, router/modem setup, VoIP, and landline troubleshooting.
Guided customers step-by-step through installations, configurations, and technical fixes. Performed line tests, remote diagnostics, and escalated unresolved or complex issues to field technicians or engineering teams. Dispatched field service teams and coordinated replacements, warranty claims, and repair requests. Utilized multiple communication channels (phone, email, SMS, chat) to provide support and self-service guides. Documented cases, updates, and escalations in CRM systems and ticketing tools. Ensured compliance with security, privacy, and quality assurance protocols. Consistently achieved KPIs including first-call resolution, average handle time, repeat rate, dispatch rate, attendance, and customer satisfaction scores.

Verified customer identities and validated debts before proceeding with collection activities. Managed delinquent accounts by implementing effective strategies to recover overdue payments. Monitored account statuses, updated CRM systems, and documented all customer interactions. Communicated with customers via phone calls and formal correspondence, offering practical and compliant solutions based on negotiation best practices. Guided customers through payment processing over the phone. Negotiated and arranged payment plans, highlighting benefits such as account reinstatement and continued access to the company’s online platform. Educated customers on repayment options and settlement offers, processing account closures when applicable. Handled disputes, fraud cases, and complaints. Skip-traced customers using databases and tools to locate updated contact information. Collaborated with supervisors and legal teams on escalated accounts. Ensured full compliance with FDCPA, TCPA, CFPB, and applicable state regulations.

Greeted and assisted customers, taking accurate food and beverage orders at the counter and drive-thru. Operated POS systems to process cash, credit, and digital payments while ensuring accuracy and efficiency. Prepared and assembled food and beverages according to McDonald’s quality and safety standards. Maintained cleanliness and organization in dining areas, workstations, and food preparation zones. Restocked supplies, condiments, and packaging materials. Assisted in training new crew members on service standards, safety protocols, and customer interaction. Handled customer inquiries, complaints, and requests professionally. Followed food safety and hygiene regulations. Balanced cash drawers at the end of shifts and reported discrepancies to management. Worked collaboratively with team members to meet service speed, accuracy, and quality goals.

Served as a key point of contact for frontline agents, providing real-time guidance, resources, and support to resolve
customer concerns efficiently
Handled escalated calls with professionalism, ensuring prompt resolution and customer satisfaction
Assisted team leaders by handling operational tasks, updating account information, and ensuring smooth day-to-day
workflows
Partnered with Quality Assurance to evaluate call performance, share feedback, and drive continuous agent development
Stepped in to oversee team operations during leadership absences, ensuring service levels and KPIs were consistently
met
Designed and facilitated onboarding programs and training sessions for new hires
Provided ongoing support by closely monitoring agent's performance, identifying learning gaps, and offering coaching or
development sessions as needed
Created and regularly updated training materials and process workbooks, conducting refresher training to align agents
with the latest procedures
Evaluated agent performance, addressed areas for improvement, and implemented corrective measures when necessary
Compiled and presented weekly performance insights and training updates to leadership, supporting data-driven
decisions during client meetings