Thierry Dauphin
Santo Domingo
Summary
"Highly skilled and adaptable professional with a proven track record in providing exceptional technical support and customer service. Possessing excellent communication and problem-solving abilities, adept at effectively addressing customer inquiries, resolving technical issues, and ensuring customer satisfaction. Proficient in troubleshooting hardware and software problems, demonstrating strong product knowledge, and delivering accurate and timely solutions. Known for demonstrating empathy, patience, and professionalism in interactions with customers, contributing to positive customer experiences and retention. Proactive and adaptable team player with a commitment to continuous improvement and exceeding performance targets."
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Concentrix (Dish Network)
Santo Domingo
07.2023 - 02.2024
- Address customer inquiries, concerns, and complaints regarding billing, service interruptions, equipment issues, and account changes promptly and professionally.
- Assist customers with billing-related inquiries, including invoice discrepancies, payment processing, billing statement explanations, and account balance inquiries.
- Collaborate with technical support teams to escalate and resolve complex technical issues that cannot be resolved over the phone. Coordinate technician appointments for onsite troubleshooting and repair when necessary.
Customer Service Representative
Alorica(Samsung)
Santo Domingo
01.2022 - 06.2023
- Provide assistance to customers experiencing problems with their Samsung devices, including smartphones, tablets, laptops, and other electronics. Diagnose issues related to hardware malfunctions, software glitches, connectivity problems, and other technical issues.
- Guide customers through the installation and configuration of software applications, operating system updates, and firmware upgrades on Samsung devices. Ensure that customers understand the steps involved and troubleshoot any errors or compatibility issues that may arise during the process.
- Utilize remote access tools and diagnostic software to remotely troubleshoot and resolve technical issues on Samsung devices. Provide step-by-step instructions to customers for granting remote access permissions and troubleshoot problems efficiently.
Education
Associate of Science - Computer Networking
Utesa
Dominican Republic08-2019
Skills
- Effective Communication
- Problem-Solving Abilities
- Empathy and Patience
- Product Knowledge
Languages
French
First Language
English
Proficient (C2)
C2
Spanish
Advanced (C1)
C1
Timeline
Customer Service Representative
Concentrix (Dish Network)
07.2023 - 02.2024
Customer Service Representative
Alorica(Samsung)
01.2022 - 06.2023
Associate of Science - Computer Networking
Utesa
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