IT HELPDESK/CUSTOMER SUPPORT

Overview

Looking for full-time work (8 hours/day)

at $5.79/hour ($1,120.00/month)

Associates degree

Last Active

June 30th, 2026 (14 days ago)

Member Since

July 2nd, 2019

Profile Description

In my recent role with an HVAC company in Phoenix and Las Vegas, I managed appointment bookings with technicians for maintenance, service calls, and HVAC estimates for a new unit. I used Go High Level (GHL), ServiceTitan, and Google Calendar daily to efficiently coordinate schedules and track client interactions. My responsibilities included handling a high volume of inbound and outbound calls, sending SMS reminders, and managing email communication to ensure a smooth and professional customer experience. This position strengthened my ability to multitask, prioritize effectively, and maintain accuracy while supporting a large number of client requests. A primary task involved calling leads who were inquiring about our services or needed repairs on their units. I gathered a list of necessary information and ensured that all details were recorded in their accounts to facilitate appointment bookings and dispatch our technicians to their locations. Additionally, when a lead declined our current service offering, we often explored alternative services to present. On average, I made ---------- outbound calls each day.

Just an introduction of myself I started working as a level 1 Amazon support agent 11 years ago. My job was to provide exceptional customer service through various channels like chat, phone, and email. I made sure to address their inquiries promptly and effectively. After three years of providing excellent service, I was promoted to the role of Customer Service Team Lead. In this role, I successfully managed a team of 25 customer service representatives and created a collaborative and high-performing work environment. I supported my tea ---------- mber's growth and development by providing them with the necessary resources and guidance to excel in their roles. As a Team Lead, I further enhanced my leadership skills and gained a comprehensive understanding of team dynamics.

In addition to my role as an Amazon support agent, I also worked as a remote hotel receptionist at a hostel. My responsibilities included assisting clients who wanted to book accommodations for short or long-term stays, predominantly students and workers who had recently moved to Australia. I coordinated with our cleaning staff to ensure that beds were available and cleaned before providing check-in codes to guests. This process helped prevent any issues when they moved into their rooms. I also offered assistance with additional items like towels and bed sheets; clients could request these items, and I would contact our cleaners, who were staying in the hostel, to retrieve them for the clients.

Furthermore, I served as a Customer Service Admin Support, focusing on social media management. In this position, I acted as a critical link between customers and internal teams responsible for resolving various issues. As one of the "funnel guys," I effectively communicated with customers, gathered relevant information, and relayed it to the appropriate teams, such as Content Creators, Editors, and the Post-Scheduling team. I ensured careful documentation and maintained updated customer profiles, supporting customers through various channels, including email, text/chat, and both inbound and outbound phone calls.

Building on my previous experiences, I was promoted to Retention/Customer Service Manager. In this capacity, I led a dedicated team focused on delivering exceptional customer service and retaining clients who expressed a desire to cancel their services. To effectively address customer concerns, I implemented efficient strategies and approaches that significantly improved customer satisfaction and retention rates.

I am adept at handling a high volume of phone calls, responding promptly to emails, and providing accurate information. I possess the ability to multitask and prioritize effectively in a fast-paced virtual environment, resulting in positive feedback from customers and an increase in overall satisfaction scores. I would appreciate the opportunity to discuss in an interview how my experiences align with your requirements.

Tools I've used:
CRM:
-Zendesk
-Freshdesk
-Hubspot
-Shopify
-Go High Level
-Service-now
-Goki
-ServiceTitan

Scheduling System:
–Cloud Campaign
-Little Hotelier

Payment software:
-Stripe
-Authorize(dot)net
-Paypal

Communication:
-Slack
- ----------
-Teams

Resume:
----------