Estephanie Kate Santos

• Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
• Collaborated with internal partners to effectively resolve user or issues.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Diagnosed and resolved user system functionality issues to enable completion of desired operations.
• Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
• Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
• Engaged in user support interactions via chat and email platforms.

• Submitted service tickets for equipment maintenance requests.
• Documented support interactions for future reference.
• Provided documentation on troubleshooting of technical processes.
• Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and modem.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Configured modem and granted system permissions to new customers.

· Contacting customers prior to delivery to confirm and coordinate delivery times.

· Updating customer frequently to convey changes such as route issues or weather delays potentially impacting delivery schedules.

· Contacting customers to request for early delivery.

· Documenting customer’s feedback with regard to her deliveries.

· Extending dispatcher’s delivery time due to weather delays or some issues that affects delivery time.

· Documenting damage or missing items being reported by the dispatcher.

· Giving directive instructions to dispatcher whether to tagged as No Show (NS), Undeliverable (UND), Early Okay (EO), Double Drop (DD) or proceed with the delivery.

· Reporting dispatcher’s issues such as delivery buddy (DB) issues and scanning issues.

• Coordinated and maintained impressive office organization to keep facilities efficient, organized and professional.
• Developed improvements to enhance business reporting capabilities, support success training processes and track district goals.
• Entered data into system and updated customer contacts with information to keep records current.
• Leveraged individual strengths of staff members to increase productivity and accomplish daily tasks.

· Worked with customers to understand needs and provide service.

· Set appointments with repairman and potential customers.

· Acted as first point of contact and set appointments for prospective clients.

· Handled complaints and questions, and re-directed calls to other team members as appropriate.

· Entered daily data in computer systems and documented office activities.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Recorded account information to open new customer accounts.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

• Talked with customers about project specifications, budgets and timelines for top-notch customer service.
• Took orders, prepared meals and collected payments.
• Assisted other team members to achieve goals.
• Provided excellent customer service by greeting customers and meeting quality expectations.