CV / English / Customer Support Analyst
Jane Smith
- Address: 1234 Maple Street, Springfield, IL, 62704
- Email: [email protected]
- Phone: (555) 987-6543
Professional Summary
Dynamic and empathetic Customer Support Analyst with over 5 years of experience in a fast-paced tech support environment. Proven track record of enhancing customer satisfaction through effective communication and complex problem-solving. Adept at analyzing customer support metrics to drive improvements and implementing solutions that boost efficiency and quality of service.
Core Competencies
- Customer Service Excellence
- Problem Solving & Analysis
- Technical Support
- Data Analysis
- Team Leadership & Training
- Process Improvement
- Incident Management
- Multitasking & Prioritization
Technologies & Certifications
- CRM Software: Salesforce, Zendesk
- Data Analysis Tools: Excel, Google Sheets
- Communication Platforms: Slack, Microsoft Teams
- Certifications: Certified Customer Service Professional (CCSP), ITIL Foundation
Professional Experience
Senior Customer Support Analyst, TechSolutions Co., Springfield, IL
March 2020 - Present - Led a team of 10 customer support agents, improving team efficiency by 25% through targeted training. - Analyzed weekly support metrics, identifying trends to enhance customer satisfaction by 15%. - Implemented a new CRM system, resulting in a 20% decrease in response times.
Customer Support Representative, GlobalTech Inc., Chicago, IL
June 2018 - February 2020 - Provided high-quality technical support to over 200 customers daily. - Resolved complex issues with a 95% satisfaction rate. - Assisted in the development of a knowledge base that reduced incoming query volume by 10%.
Education & Training
- Bachelor of Science in Business Administration, University of Illinois, Springfield, IL, Graduated May 2018.
- Continuing Education: Various workshops on customer service excellence, leadership, and data analytics.
Referees
Available upon request.