Hello! Below is my work experience:
Ring, Scottsdale, AZ July 2017 – Present
Technical Support Agent
Exceeded call expectations, including average call handle time, agent ease, first call resolution, and replacement rate
Fully resolved troubleshooting, billing, and product inquiries from our neighbors via inbound phone call and email
Worked from home, demonstrating the ability to perform well independently and without need of direct supervision
Received calls from customers needing help troubleshooting IoT devices such as video doorbells, security cameras, and Wi-Fi extenders
Walked customers through wiring devices to a low voltage transformer and troubleshot faulty and malfunctioning transformers
Identified router settings, software, mobile phone, and operating system issues customers had that affected our devices
Suggested product improvements to the internal development team
A Better Connection, Gilbert, AZ October 2016 – July 2017
Answering Service Agent
Answered 150 – 200 calls daily, for many different businesses.
Emergency commercial accounts
Took messages from callers needing assistance with emergency maintenance issues for on call technicians
Emergency medical accounts
Recorded patient symptoms, previous diagnosis, birth dates, and other sensitive medical information
Spoke with doctors, nurses and lab techs from hospitals