Accomplished Call Center Technical Support professional who has a proven track record of solving user issues quickly. Adept at identifying and solving problems, communicating complicated solutions to users and working directly with users and management to solve ongoing issues. Specialises in insurance and technology support organisations.
Holds four technical certifications in software support
Exceptional communication and demonstration skills to users
Very dedicated support professional who works hard to solve every issue
Excellent teamwork skills and independent working skills
Able to work with all levels of management
Reliable employee who works until a problem is solved
August 2009 to July 2014 Branson Insurance-Manchester, UK Call Center Technical Support
Responsible for taking incoming calls from users and generating an activity report.
Accumulated a call resolution rate of 95 percent, which is still the highest in company historey.
Assisted in developing call center support protocol policies for all support technicians.
January 2004 to August 2009 Galley Insurance-Manchester, UK Call Center Technical Support
Responsible for initiating all in-person user support tickets and seeing them to completion.
Assisted in planning two major company upgrades.
Assisted in developing and delivering technical training materials for users.
June 1999 to January 2004 Acorn Technology-Manchester, UK Call Center Technical Support
Responsible for generating action tickets based on incoming user calls and then seeing those tickets through to resolution.
Assisted in developing technical training materials for users.
Assisted in doing in-person support calls.
1999 Valley and Pull College, London, England, UK Bachelor’s Degree, Computer Science