Eric Ware
Smyrna
Summary
Service-oriented Customer Support Professional with 7 years of experience in contact center operations talking to customers over phone, e-mail, online chat or social media to resolve broad range of concerns. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers.
Overview
10
10
years of professional experience
Work History
Customer Support Agent (Frontline)
Philips HealthCare
10.2022 - Current
- Provide technical /clinical support for various hospitals (VA, children’s etc) machines / devices such, CT, MRI, patient monitoring, ventilators, Respironics etc, Frontline Tech support, Salesforce Service Cloud, dispatch Field service engineers for on-site Work orders, document & escalate cases, Zendesk
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
Customer Care Professional
Illumafin
05.2022 - 12.2023
- Update patient files, schedule clients for F2F and telephonic health & Cognitive interviews, email nurses, utilize Sales Force, ICD/ CPT codes, RMS systems & GMS testing, receive care needs documentation, POC, CCNA, MDS & resident Agreements, communicate with insurance agents and reopen inactive files, provide online technical support for nationwide, data entry
- Responded proactively and positively to rapid change.
- Responded to customer needs through competent customer service and prompt problem-solving.
Content Moderator
Tik Tok
04.2021 - 05.2022
- Examine content to ensure community guidelines are kept
- Complete all video content in que before my shift ends
- Transcribe English verbiage to text and numerical format
- Keep the Tik Tok community positive but be unbiased at the same time
- Things to look for, sexual content, nudity, abuse, violent and graphic content, suicide self-harm, and dangerous acts
Customer Care Specialist II
Lyft Corporate
03.2016 - 04.2021
- Help clients solve and operate current and updating systems
- Resolve issues & defects
- Design resolutions for defects on driver’s dashboard application
- Navigate Google maps
- PowerBI (4 years)
- Microsoft office ( 8 years)
- Present weekly presentations
- Answer calls to give assistance
- Create spreadsheets and upload, data entry
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Responded to customer inquiries via phone, email and web-based platforms.
Customer Service Representative
Alorica
08.2014 - 02.2017
- Update customer accounts, research products, call vendors, follow up with orders, retail knowledge of products, place orders, cancel orders, give discounts, data entry, document customer accounts, organize work station
Education
G.E.D - Electrical Residential Wiring
Potomac Job Corps
06-2008
Bachelor of Science - Music Production, Audio Production
The Los Angeles Film School
06-2024
Skills
- Complaint handling
- CRM software
- Inbound call answering
- Organization and recordkeeping
- Customer success management
- Service desk support
- Software upgrades
- Read technical manuals
- Help desk support
Timeline
Customer Support Agent (Frontline)
Philips HealthCare
10.2022 - Current
Customer Care Professional
Illumafin
05.2022 - 12.2023
Content Moderator
Tik Tok
04.2021 - 05.2022
Customer Care Specialist II
Lyft Corporate
03.2016 - 04.2021
Customer Service Representative
Alorica
08.2014 - 02.2017
G.E.D - Electrical Residential Wiring
Potomac Job Corps
Bachelor of Science - Music Production, Audio Production
The Los Angeles Film School
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