Rio Rancho, New Mexico, United States
My primary responsibilities as a desktop technician was basic over-the-phone computer end-user support, dispatching service requests, and sending issues to the appropriate points of contact defined within the IT support organization. I was responsible for providing a prompt phone response to maintain abandon rates within specified targets. I also quickly and efficiently identify the customer’s specific information and I appropriately document all required information into the call tracking system. I also resolved the service request or issue as appropriate within the specified time line and when it requires me to route/dispatch the service request to the appropriate IT support group for resolution if problem cannot be handled within defined time constraints. I successfully resolved common application software problems (i.e. Microsoft Office Suite, mail client, etc.) the majority of the time I also made good faith attempt at resolving more complex O/S and non-standard application issues and if the issue could not be handled alone I partnered with team members to ensure that the issue gets resolved.
During my employment at Sally's, I was a consultant on hair, body, and nail care. I helped assist customers on making decisions on permanent and semi-permanent products. Parts of my duties were also to troubleshoot issues customers were having in all aspects of cosmetics and fashion. I also did stock and run registers as well as fill in for other customer service representatives that couldn't make it for their schedule.
My duties were to diffuse difficult situations, solve problems creatively and to keep customers from canceling their cell phone service. I was required to educate and offer products and services that would most benefit the customer. As a result, I utilized my strong negotiation skills that were necessary for this position. Two months after working on the call center floor and after a review of my performance by my supervisor I was promoted to a team lead, which included more responsibilities such as taking escalated supervisor calls, leading team meetings and doing team builders.