Rowan Rowan

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- Receiving calls from Client regarding there internet connection

• Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.

-Main responsibility is to assist client with issue they have with there internet connection

• Provided exceptional service by actively listening to customer concerns and offering tailored solutions.

-Assist client with account related queries such as

• Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
• Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
• Utilized CRM systems effectively to track customer information and ensure smooth communication among departments as needed.
• Streamlined processes by suggesting improvements in call handling procedures, resulting in increased efficiency.
• Developed a strong rapport with customers, ensuring repeat business and positive feedback.
• Exceeded company expectations regarding call volume, consistently meeting or surpassing the required number of daily interactions.
• Displayed excellent communication skills in assisting diverse clientele with various needs and preferences.
• Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.

-Working on remote access systems such as TR69

-Worked with 3'rd party teams to assist with client queries

- Worked on a ticketing system to log faults or queries

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• Enhanced team performance by sharing knowledge on company products, services, and best practices.
• Efficiently managed multiple tasks simultaneously while maintaining focus on serving customers effectively under pressure situations.
• Handled escalated calls professionally, working collaboratively with supervisors when necessary for resolution.
• Contributed to the achievement of team targets through consistent high-quality service delivery.
• Assisted new hires with their training and development, fostering a supportive work environment for all team members.
• Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
• Identified opportunities for upselling or cross-selling relevant products during customer interactions, driving additional revenue streams.
• Participated in ongoing professional development activities to remain current on industry trends and product offerings.
• Actively collaborated within a team setting, sharing valuable insights from daily experiences that contributed to overall improvement efforts.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Delivered prompt service to prioritize customer needs.
• Exhibited high energy and professionalism when dealing with clients and staff.

• Supported IT department in handling technology rollout and maintenance.
• Provided technical support, resolving IT issues to maximize productivity for team members.
• Completed assigned tasks ahead of schedule, demonstrating strong time management skills and commitment to project success.
• Delivered assistance and support for team-based IT projects.
• Assisted in developing user-friendly interfaces for streamlined client experiences.
• Supported senior developers in implementing new technologies and refining existing systems.
• Conducted thorough testing of application features, ensuring functionality and reliability before deployment.
• Enhanced system security with implementation of updated firewalls and encryption methods.
• Developed comprehensive documentation for internal use, simplifying knowledge transfer among team members.
• Streamlined workflow processes by automating repetitive tasks using scripting tools.
• Participated in evaluation of new technology solutions, contributing to decisions that drove technological advancement and efficiency.
• Collaborated on projects with cross-functional teams to ensure successful completion within deadlines.
• Facilitated integration of new software applications into existing systems, ensuring seamless operation and user adoption.
• Developed and executed scripts for automating routine tasks, increasing operational efficiency and reducing manual errors.
• Documented IT procedures and best practices, creating valuable knowledge base for current and future team members.
• Supported transition to cloud-based storage solutions, facilitating improved data accessibility and collaboration among team members.
• Improved team collaboration by setting up and managing virtual meeting platforms and collaboration tools.
• Contributed to IT project planning sessions, offering insights that helped in shaping technology strategy and objectives.
• Enhanced network security by implementing robust firewall and encryption protocols, safeguarding against unauthorized access.
• Participated in cybersecurity awareness training, enhancing IT team's preparedness against potential cyber threats.
• Collaborated with cross-functional teams to identify and resolve system issues, enhancing overall system stability and performance.
• Assisted in managing database systems, ensuring data integrity, security, and availability.
• Streamlined incident response process, reducing response times and minimizing impact of IT issues on business operations.
• Assisted in network infrastructure upgrades and expansions, supporting growing business requirements and improving system performance.
• Provided technical support to staff and clients, resolving issues promptly and maintaining high satisfaction levels.
• Conducted thorough testing of new software applications to ensure compatibility and efficiency across different operating systems.
• Supported development of custom software solutions, aligning with specific business needs and objectives.
• Organized and maintained IT inventory, ensuring all hardware and software assets were accurately accounted for and in optimal condition.
• Streamlined software deployment processes, significantly reducing deployment times and minimizing system downtime.
• Assisted in development of user manuals and training materials, improving user understanding and adoption of new software tools.
• Enhanced user experience with company's internal software by collecting feedback and coordinating with developers for necessary adjustments.
• Provided basic end-user troubleshooting and desktop support.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Analyzed user requirements and developed solutions to meet needs.
• Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
• Wrote and updated detailed technical documentation for software applications.
• Implemented and maintained software solutions according to customer requirements.
• Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
• Trained and supported end-users with software, hardware, and network standards and use processes.
• Performed tests of functionality, security, and performance of different workstations and devices.
• Established and maintained relationships with software vendors.
• Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments.
• Developed and designed software for variety of applications.
• Developed and tested software solutions to meet customer needs.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Collaborated with other departments to identify and solve software issues.
• Supported efficient use of available computer terminals and network access by coordinating schedules.
• Studied client requirements, developing and implementing software solutions that fit with expectations.
• Managed customers' expectations of support and technology functionality in order to provide positive user experience.
• Utilized source control systems to manage software development cycle.

• Boosted workplace safety through adherence to company policies and procedures, resulting in a decrease in accidents.
• Resolved issues quickly to maintain productivity goals.
• Ensured timely completion of orders by effectively managing workload distribution among team members as needed.
• Aided quality control efforts by rigorously testing finished products against established specifications before shipment approval.