IT Support Specialist
Gfk
مجموع سنوات الخبرة :9 years, 2 أشهر
Performed IT support and resolved technical issues, both software and hardware, contributing to a 20% increase in efficiency.
Supported over 50+ employees help desk issues on a daily basis, ensuring minimal downtime.
Maintained IT systems with a 100% resolution rate within 24 hours.
Modernized the IT infrastructure and increased its availability; virtualized workloads by 50%.
Implemented IT systems redundancy across the network, reducing system errors by 25%.
Collaborated with other IT staff to ensure smooth operation of systems and networks.
Performed remote troubleshooting using diagnostic techniques.
Ensured proper recording, documentation, and closure.
Worked with vendors to reduce equipment cost by over 20%.
Maintained an inventory of all IT equipment, software, and license users.
Managed over 300 inbound/outbound calls per day in a timely manner.
Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Improved sales abilities and product knowledge on continuous basis to provide optimal service.
Resolved 90% of customer complaints within the first call, improving first-call resolution rates.
Met and maintained company quotas with a 97% call average for excellent customer service.
Friendly demeanour, increased regular customer loyalty by 25%.
Coordinated solutions for over 80 customer inquiries per day while meeting and exceeding performance quotas.
Attracted customers by promoting the product and company positively, answering questions and addressing concerns as they arise.
Processed over 100 inbound/outbound calls per day and accurately assisted employees.
Used customer relationship management (CRM) to acquire employee database information to produce monthly reports.
Managed a work load of over 100 service request per day.
Transcribed information provided by employees using CRM to verify data integrity and completeness for recordkeeping accuracy.
Rated 5/5 on over 40 surveys when asked how was the service.
Provided consistent, reliable information to employees and team members.
Coordinated structural repairs to maintenance for store issues and/or renovations.
Reported employee feedback and concerns to brand managers to formulate solutions.
Handled over 200 inbound/outbound calls per day and booked travel arrangements for customers.
Responded to customer inquiries regarding the airline, flight, and travel information.
Demonstrated excellent knowledge of airline policies and procedures, resulting in a reduction of customer complaints.
Reduced average call handling time by 15% without compromising on service quality.
Demonstrated exemplary service to customers with an outcome of increased customer retention by 13%.
Monitored customer feedback and provided management with insights on customer sentiment.
Worked well with a team to address challenges and solve problems collaboratively.
Maintained up-to-date knowledge of destination facilities and events to provide customers with reliable answers to specific inquiries.