Richielyn McCarty
Portage,IN
Summary
Experienced with troubleshooting and resolving technical issues. Utilizes problem-solving skills to enhance system performance and user experience. Strong understanding of communication techniques to effectively assist and guide users.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
20
20
years of professional experience
Work History
Technical Support Expert With Sales
Asurion
02.2021 - 10.2022
- Provided effective solutions to common technical issues, improving customer satisfaction.
- Resolved complex technical issues by utilizing diagnostic tools and troubleshooting procedures.
- Managed high levels of call flow and responded to technical support needs.
- Assisted users with troubleshooting steps, reducing downtime for critical systems.
Email Support Representative
Nearsol Philippines
11.2020 - 01.2021
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
Customer Care Associate
IQOR Philippines
02.2020 - 09.2020
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved service failures, coordinated return appointments and executed referrals to specialists.
- Identified and resolved discrepancies and errors in customer accounts.
Technical Support\ Billing Specialist
Startek
06.2016 - 01.2020
- Company Overview: Company- Time Warner Cable \ Spectrum
- Assisted US based customers inquiring about billing and repair
- Specializes in cable, internet and phone
- Top Agent for the month of October 2019 (hitting all KPIs)
- Company- Time Warner Cable \ Spectrum
Customer Care Associate
Transcom Worldwide
07.2014 - 12.2015
- Company Overview: Company: Comcast\ Xfinity
- Assisted US based customers inquiring about billing and accounts
- Specializes in cable, internet and phone repair and billing explanation
- Company: Comcast\ Xfinity
Sales Representative
Callbox Inc.
01.2006 - 11.2012
- Customer Service Representative Senior agent assigned under Software Services Department
- Outbound caller for US and UK accounts
- Primary agent for lead generation and appointment setting campaigns
- Primary agent for test calls and client interviews
- Employee of the Month - June 2008
- Promoted to Associate 2 - May 2008
Information Counter Attendant /Salesclerk
Toy Kingdom
12.2002 - 05.2003
- Company Overview: Industry - Retail / Merchandise
- Resolve customer complaints
- Answer customers' questions, and provide information on procedures or policies
- Request information or assistance using paging systems
Education
Bachelor of Science - Computer Engineering
Western Institute of Technology
Iloilo City, Philippines01.2005
Skills
- Technical support
- Problem solving
- Customer assistance
- System troubleshooting
- Problem analysis
Accomplishments
- Increased customer retention by meeting client's required quota.
- Has handled multiple accounts and finished some back logged accounts.
- Employee of the Month
- Consistent Top Agent for QA and sales
Timeline
Technical Support Expert With Sales
Asurion
02.2021 - 10.2022
Email Support Representative
Nearsol Philippines
11.2020 - 01.2021
Customer Care Associate
IQOR Philippines
02.2020 - 09.2020
Technical Support\ Billing Specialist
Startek
06.2016 - 01.2020
Customer Care Associate
Transcom Worldwide
07.2014 - 12.2015
Sales Representative
Callbox Inc.
01.2006 - 11.2012
Information Counter Attendant /Salesclerk
Toy Kingdom
12.2002 - 05.2003
Bachelor of Science - Computer Engineering
Western Institute of Technology
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