This is my profileContact via CazVidAmanda
Onboarding Technician at Nextiva with 8+ years in Customer Support and Technical Assistance
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Competencies
Skilled in delivering exceptional support, handling escalations, and ensuring customer satisfaction.
Proficient in troubleshooting VoIP systems and network issues with a focus on rapid resolution.
Excellent communicator with strong interpersonal skills, adept at de-escalation and active listening.
Creative in diagnosing technical issues and providing effective solutions under pressure.
Effective at managing multiple support tickets and customer inquiries simultaneously.
Education
Summary
Dedicated professional with extensive experience in customer service, technical support, and onboarding. Skilled in troubleshooting, client training, and delivering exceptional support in fast-paced environments.
Key Achievements
- Successfully trained business owners on VoIP installation and usage, enhancing client onboarding experience.
- Led troubleshooting efforts, reducing resolution time and increasing customer satisfaction.
- Provided technical support in high-volume call environments, ensuring timely issue resolution.
- Delivered exceptional customer service across multiple roles, consistently exceeding performance metrics.
- Utilized creative problem-solving to resolve complex technical and billing issues.
Experience
Onboarding Technician II
Conducting onboarding support calls to implement, guide and train business owners on installing and using VoIP phone equipment and services. Conducting troubleshooting appointments. Conducting network review appointments. Product adoption appointments. Providing and encouraging use of client-facing resources. Building account configurations for implementation
Technical Support Agent
Taking inbound technical support calls in a fast-paced call-center environment. In-depth documentation and follow-up on technical issues. Participation in handling customer escalations, courtesy callbacks & special projects as designated by leadership. Building customer rapport
Customer Care Expert
Taking inbound customer service calls in a fast-paced call-center environment. Answering billing inquiries. Order placement. Up-selling. Customer follow-up including outbound calls. Social media customer support. Took escalated calls as part of the squad's leadership team. Designed and presented team training surrounding right-fitting customers with services and the corresponding positive impacts to profit and loss
Design Services Consultant
Taking inbound customer service calls in a fast-paced call-center environment. Answering billing inquiries. Order placement. Up-selling. Dedicated customer follow-up. Email and live chat customer support. Assisting customers with online design software. Designing projects for customers. Resolving print, alignment and image-download issues. Filing and faxing paperwork as necessary
Senior Customer Service Representative
Taking inbound customer service calls in a fast-paced call-center environment. Answering billing inquiries. Order placement. Up-selling. Service requests. Research and resolution. De-escalation. Customer follow-up including outbound calls. Screening and routing testimonial calls. Assisting and coaching other customer service representatives for training purposes