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Customer Support Analyst Resume Samples
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0-5 years of experience
Provided on time and accurate processing of customer orders, achieving measurable results with 100% success rate via SAP processing system.
- Contacted vendors and tracked shipments, verifying timely arrival of customer products with 100% success rate.
- Partnered with sales, expediting orders and guaranteeing shipments met customer needs.
- Managed data entry, data consolidation, and data analysis of customer contacts via SalesForce.com.
- Maintained all files, both hard copy and electronic, ensuring successful execution of customer requirements.
- Promoted knowledge sharing and provided support to team members in professional, clear and concise manner, ensuring success for internal and external customer requirements.
0-5 years of experience
Demonstrated passion for excellence with respect to treating and caring for customers.
- Communicated to customers clearly and professionally, both verbally and in writing.
- Handled complaints and unpleasant customers.
- Professionally handled incoming requests from customers and ensured that issues were resolved both promptly and thoroughly.
- Thoroughly and efficiently gathered customer information, access and fulfilled customer needs.
- Educated the customer where applicable to prevent the need for future contacts and documented interactions through contact tracking.
6-10 years of experience
Managed accounts receivables and deduction management for all logistics and trade promotional deductions.
- Managed grocery customer portfolio totaling $14 million in net customer sales.
- Achieved zero DDO (Days Deductions Outstanding) consistently.
- Created and delivered training program for internal and external support groups.
- Contributed to the design and execution of the Customer Support Center website on Microsoft SharePoint.
0-5 years of experience
Handled technical troubleshooting within an enterprise environment and engaged and tracked Priority 1 issues.
- Documented, escalated (if needed), resolved and closed trouble tickets in a timely manner.
- Generated revenue by offering billable service to customers.
- Designated conclusions on customer’s coverage via interpreting contracts.
- Researched hardware issues such as routers, servers and the [company name] POS units and printers.
- Handled and redirected problems when necessary to the appropriate resources to maximize efficiency.
- Provided finalized reports using [company name]oft Office.
0-5 years of experience
Provided Tier 1 support for Global PPG employees and vendors, via phone and remote communications, using VMware Service Manager to log service requests and incidents.
- Supported wide variety of technologies throughout the company such as Remote Access, Citrix, SAP, Oracle, Active Directory, and SharePoint.
- Used ODBC Administrator to establish and troubleshoot database connections.
- Used ITIL framework to work with Tier 2 and Tier 3 teams to effectively solve user’s request in an efficient manner.
- Trained new analysts on proper phone and ticketing procedures.
- Created and edited Knowledge Articles expand on our Knowledge Bank.
- Awarded Top 5 Analyst of the Year for 2013.
0-5 years of experience
Am the go-to person for colleagues who were struggling in technical training and solutions analysis
- Communicated precisely and regularly with customers, potential customers, and account managers on a variety of topics, including sales, the status of projects and cases, and problem-solving.
- Coordinated and monitored colleagues on projects involving strategic accounts
- Composed and proof-read technical documents, customer communications, and motivational material
- Mastered several unfamiliar software programs in order to troubleshoot and diagnose technical issues, often with little description.
- Sought out and participated in advanced training
0-5 years of experience
- Frontline technical support agent working one-on-one with end users and support desk agents to resolve both HSI and FiOS related troubles
- Reduced AHT from 1Q14 to 4Q14 by 22% – overall increasing call volumes answered per month while still maintaining a leading 95% ERP (Rep Performance)
- Assisted in the testing & development of quarterly software deployments for all HSI and FiOS agents
- Routinely worked to meet goals outlined for both HSI & FiOS agents on all performance metrics with end of year results exceeding all company outlined KPIs
- Promoted to Tier 2 support analyst and oversaw assistance with frontline agents on all technical queries
- Worked as TA (Temporary Assignment) for direct supervisor and filled in to handle managing T1 agents with customer escalations on an ad hoc basis
0-5 years of experience
Provided Helpdesk support through Support Center with a focus on customer satisfaction for Medical Professionals.
- Diagnosed and resolved hardware/software connectivity issues.
- Problem-solved issues with PC clients, Server hardware/software issues.
- Consistently applied Service Level Agreement for internal/external users.
- Created tickets for reported incidents and service request and worked to close or escalate the ticket.
- Acted as a liaison between end-users and technical staff to communicate issues, problems, and questions.
0-5 years of experience
Computerized Medical office information systems for oral and maxillofacial surgeons
- Provided front line support for WinOMS, a 32-bit software application for the Microsoft Windows95 and WindowsNT operating platforms
- Performed QA smoke testing for all new releases
- Served as liaison between client end-users and development
- Created documentation for all product enhancements and provided training on new features to support
0-5 years of experience
Managing and analyzing 600+ customer accounts to include managing payment performance of customer(s) and prompt collection of past due receivables
- Processing credit memos for delivery exceptions and deductions to ensure receivables are paid within terms of sale; processing return merchandise authorizations
- Ensures that deductions are identified, researched, processed and cleared or denied within timeframes established within Customer Support Center and corporate guidelines
- Performing prompt identification and collection of invalid deductions
- Evaluating, prioritizing and resolving customer inquiries by delivering prompt and professional solutions for customer inquiries via phone and email
- Other tasks include running customer aging, releasing current shipment orders, cleaning up customer accounts and developing relationships with customers
0-5 years of experience
Supported Loan Accounting and Valuation software by serving internal and external client needs
- Analyzed system logs to determine root cause for system failures and unexpected behavior
- Evaluated client issues and provided workarounds if a proper fix was not within scope
- Implemented Zendesk customer support portal redesign for improved efficiency and tracking
- Assessed materiality of internal issues based on timelines, resources, and client impact to properly prioritize cases
- Collaborated with system engineers to determine possible disconnects in technical processes to enhance user experience
- Engaged in knowledge transfer with onshore and offshore support teammates to effectively solve issues
6-10 years of experience
Process and respond to Customer Account Setup requests according to the 24-hour turnaround time and CSS guidelines.
- Created, populated, and maintained the master database for billing and shipping to contract customer accounts.
- Utilized knowledge of account coding, to define the proper configuration of over one hundred relating but independent custom applications and settings which contained more than 18 unique system modules
- Evaluated account updates, set up requests, and questions from internal and external functional areas
- Monitored requirements of customer account activities to identify and communicate any need for system enhancements
- Interacted with the Sales Department and provided detailed consultation regarding the effects of all updates and changes to account configuration.
- Providing detailed consultations with the Credit Department, Sales Teams, Transportation Operations, Project Managers
- User Acceptance Testing (UAT)
10+ years of experience
Provided a variety of phone support functions to assist in successful transaction processing. Maintained up-to-date documentation of the end-user’s issues via a problem tracking system (Footprints). Participated in special projects as a department liaison. Assisted in the implementation of formal training programs.
- Provided internal and external customers with superior customer service by responding to their problems in a quick and professional manner.
- Troubleshot PC communications software and hardware problems and provided steps to resolution.
- Assisted with the implementation of the New Call Tracking System saving time in reporting caller’s issues by 10%.
- Responsible for training 8-10 Agency Support Trainers on new systems to ensure processes and compliance was followed on daily basis.
- Responsible for preparing daily reports for management showing departments stats of logs encountered.
0-5 years of experience
Responsible for providing specialist advice for customer staff via the telephone regarding all store issues
- Resolved all issues within a 5 minute time range; consistently met department expectations
- Provided outstanding customer service and telephone manners
- Responsible for navigating multiple screens while resolving calls
- Trouble shot customer issues; ensured customer satisfaction and problem resolution
0-5 years of experience
First Responder for practice management customer base with over 4,000 customers
- Provided knowledgeable first tier support to Practice Administrators and Physicians by telephone and remote connectivity in a prompt and courteous manner
- Responsible for Scheduling, Registration, A/R Management, Reports, Systems Administration Tables, End of Day and End of Month Close in providing responses to customers’ questions within an 8 hour turnaround
- Managed the life cycle of the reported customer issue thru documentation in SalesForce
- Contributed to the knowledge base repository with my responses to the customer resulting in improved processes for Greenway and customer satisfaction
- Averaged over 45 calls a day with a 95% same day closure rate to exceed my daily goal and customer satisfaction goals
- Provided training to employees of the practice when needed
- Provided the only Practice Management customer support afterhours accommodating our Pacific Alaska customers
10+ years of experience
- Worked with distributed sales team and customer support analyst to effectively provide world class service to new and existing customers.
- Maintained customer profile, potential sales leads and client reported issues by way of customer relationship management system (CRM/Salesforce.com).
- Created support aids used to train clients and sales reps for first and second generation software.
- Provided “one and done†service to clients to successfully build and maintain client relationships.
- Project Lead for administrative and technical assistance on assigned accounts.
0-5 years of experience
Provided help desk support on various applications including MS Office Suite, Windows, Citrix (remote access), internet, intranet, Blackberry, email (POP3\SMTP), printers, desktop computers, notebook computers and proprietary applications.
- Managed user and systems accounts in Active Directory to include account creation, deletions and password resets.
- Completed user requests to configure new printers and scanners to be used on the WAN.
- Worked with appropriate contacts to resolve all network outage issues and inform facility staff via voice mail or email of such outages.
- Maintained documentation to facilitate problem resolution, including vendor contact lists, internal escalations and system/infrastructure schematics.
- Reviewed, maintained and updated departmental procedures, training logs and product limitations and Technical Bulletins as assigned.
6-10 years of experience
Delivered database and system administration support and consultation for major financial institutions including monitoring databases and logs for issues and errors. Performed application configuration changes with UNIX shell scripts and Progress 4GL programming modifications. Responsible for leading customer installs and creating installation procedure steps for project and defect releases. Diagnosed and troubleshooted for Progress code issues and defects for the Credit Management software.
- Performed quality assurance testing and project management functions on a daily basis.
- Worked with project managers and upper management in all areas of the project life cycle for major projects and new product implementation; assisted in minor code changes.
- Provided clients with weekly status reports via email and conference calls.
0-5 years of experience
Triaged all inbound communications from loan customers, suppliers, and universities to resolve issues.
- Developed and implemented improvements in the email communication strategies for the department to better assist delinquent federal student loan borrowers.
- Managed and updated the internal database used by Default Aversion Counselors to help borrowers successfully manage their student loan debt.
- Conducted audits and generated monthly reports for upper management ensuring the accuracy of billing fees, auto-dialer metrics and automated letter generation.
- Routinely collaborated with lender/servicers to solve difficult claim issues.
- Designed, created, and edited quarterly departmental newsletter.
- Counseled and trained delinquent student loan borrowers on account management best practices.
- Built borrower education programs on topics including: terms of repayment, available deferment, forbearance and reduced payment options.
0-5 years of experience
Troubleshoot client issues originating via telephone, email and fax and escalating issues as needed
- Facilitated meetings with users and third party vendors to gather business requirements and prepared requirements documentation
- Documented functional requirements and produced necessary file specifications for developers to utilize for coding
- Developed test cases, including user acceptance test plans
- Performed regression testing
- Generated queries using SQL for client reporting tools
- Trained new and existing clients on company software functionality
- Assisted in training of new employees on company software, support procedures, and the Broadcast and Cable industry
0-5 years of experience
Coordinated and executed escalations notifications and communications on priorities 1 and 2 issues.
- Interaction with several corporate IT systems, network engineers, field technicians and end users.
- Provided LEVEL2 technical support, troubleshooting applications (Windows OS, MS Office, Citrix, etc.), printers, faxes, hubs, routers, PC desktops, laptops and peripherals.
- Troubleshoot, assess and resolve complex loan application issues in mortgage proprietary software EMPOWER.
- Gathered data, analyzed call center data and developed reports, presentations (Excel, PowerPoint) and procedures for IT support group and management.
- Provided desktop support and training
- High problem ticket volume, accomplishing 75% or more first time call resolution rate.
- Insured customer service excellence by monitoring and following up unresolved issues.
10+ years of experience
In thirteen years on the front lines of customer service for this telecommunication giant, I matured into a seasoned professional, promoted to deal with more complex issues and high-valued customers.
- Participated and led customer experience/service focus groups.
- Periodic mentorship/training to junior representatives.
- Resolved myriad of technology, data and customer issues, including modem configuration and data network connectivity.
- Growing knowledge of complex interactive systems on a global tech basis while managing one on one customer relationships daily.
6-10 years of experience
Designed and implemented support processes and procedures and performed cost benefit analysis on all recommended strategies. Collaborated with external contractor / consultants to conduct in-depth maintenance and testing of support systems, presenting all results to management within the incident management system (Service Now / Remedy). Developed curricula and facilitated awareness training for co-workers.
- Supported corporate / retail users with their reported hardware, software and network complications.
- Unitized an IT Management program to organize and update work queues.
- Collaborated with 2d & 3d level teams for a resolution.
- Responded to system outages within the corporate center and retail stores, becoming the primary point of contact for any outsourced support.
- Supported the development of new procedures and provide documentation, and training to co-workers with new or difficult tasks.
- Managed technical issues for 500+ retail stores, while working with different experience levels.
0-5 years of experience
- Provided global technical customer service assistance to end users regarding hardware, operating systems and application software interfaces.
- Improved working knowledge of computer technology, networking systems, and standard software and acted as a resource of technical expertise to the global PPG end user community
- Handled business critical, and complex IT production related customer requests.
- Conducted, implemented, and consulted onboarding training to newer analysts.
- Recorded end user requests in the Incident Tracking System. Followed Help Desk procedures for recording and managing requests in the Incident Tracking System.
- Installed, configured and administered new & existing PCs/laptops/tablets for end users.
- Assisted and supported tier three team in establishing telecommunication system using knowledge of transmission; broadcasting, switching, control and operation of telecommunication systems.
0-5 years of experience
- Analyzed customer reported problems Identified and tested workarounds for bugs in proprietary content management system (PharmaCM)
- Produced well-written communications and documentation regarding updates to customers on open issues
- Documented and executed test scripts related to reported bugs or change requests
- Monitored helpdesk tracking system to ensure timely responses and follow up on open issues Answered customer ‘How To’ questions related to the application
- Communicated with all affected parties, both customer and technical teams, regarding progress.
0-5 years of experience
- Authorized, managed, researched, analyzed and assigned support requests to senior engineers.
- Interfaced with clients, management, engineers, customer operations, sales and legal to resolve administrative and technical issues; Administered and maintained customer database.
- Performed QA testing for new support services and tools; validated client support access requests.
- Consistently maintained low resolution times and a high level of customer satisfaction.
0-5 years of experience
Researched and resolved complex technical issues
- Analyzed variety of workflow and application concerns
- Investigated root causes for Product malfunctions
- Produced clear, detailed and high quality written documentation
- Submitted knowledge articles for publishing in the knowledge base
0-5 years of experience
Supported Fulfillment Team for revenue, accurate billing, product setup, user access, and achieving customer invoicing
needs
- Verified, and maintained customer documentation for the credentialing process based on FTC, legal and state
- Assigned account numbers, industry codes, tax codes, billing cycle dates, and company revenue/control number, and report codes for case identification validation billing
- Submitted account to Credentialing through Siebel CRM Order to Cash
- Updated billing/physical address changes via customer request
- Billed customers monthly setup fees and maintained monthly revenue report for Finance
0-5 years of experience
- Assisted internal/external customers with inquiries regarding pricing, invoicing, and EDI processes,etc
- Developed training materials for customer specific processes on EDI billing
- Instructed employees on customer account procedures
- Conducted internal audits regarding field processes for customers
- Pulled customer reports regarding open sales orders and unbilled deliveries
- Consulted with customers in regards to open purchase orders and resolved issues
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Customer Support Analyst
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
