Customer Support Specialist Resume Example
A customer support specialist resume example with 4+ years of experience in telecommunications technical support and customer service.
Rachel Kim
Professional Summary
Dedicated Customer Support Specialist with 4+ years of experience in telecommunications technical support and customer service. Expert in resolving complex technical issues while maintaining high customer satisfaction. Strong track record of exceeding service metrics and implementing process improvements. Skilled in multiple support channels including phone, email, and chat.
Experience
Senior Customer Support Specialist2021 - Present
Comcast
- •Manage complex technical support cases for enterprise clients
- •Maintain 96% customer satisfaction rating across 1000+ monthly interactions
- •Lead team of 6 support specialists and provide ongoing training
- •Develop technical documentation and knowledge base articles
- •Implement process improvements reducing average resolution time by 35%
Technical Support Specialist2019 - 2021
AT&T
- •Resolved technical issues for broadband and VoIP services
- •Achieved 92% first-call resolution rate
- •Created customer training materials for common technical issues
- •Collaborated with engineering team on service improvements
- •Mentored new support specialists during onboarding
Customer Service Representative2018 - 2019
Verizon
- •Handled customer inquiries for telecommunications services
- •Maintained 90% customer satisfaction rating
- •Processed service upgrades and account modifications
- •Resolved billing inquiries and service complaints
- •Participated in customer retention initiatives
Education
Bachelor of Science in Information Technology2014 - 2018
University of Colorado
Skills
Technical Troubleshooting, Customer Service, Network Diagnostics, VoIP Systems, CRM Software, Remote Support Tools, Problem Resolution, Technical Documentation, Team Leadership, Process Improvement, Conflict Resolution, Multi-channel SupportMore Resume Examples in Telecommunications
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