Alexander Lively

Technical Support Representative

Vagaro

Jan 2023 - Current (3 years 5 months)

As a Technical Support Representative, provides technical assistance to customers through phone, email and chat support. • Troubleshot customer inquiries related to software and hardware issues. • Resolved escalated customer service issues in a timely manner. • Diagnosed system errors and implemented solutions to resolve them. • Monitored customer feedback to ensure high levels of satisfaction. • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.

F

Quality Assurance/Subject Matter Expert

Facebook (Concentrix)

Dec 2021 - Nov 2022 (1 year)

Working through Concentrix, contract services provider, provides floor support, learning sessions, coaching & feedback to agents. Apply extensive knowledge of all aspects of Facebook to research and address customer issues and concerns. • Streamlined existing processes through update and overhaul of technical procedures. • Implemented departmental compliance with established standards and sought out improvement opportunities. • Identified key performance indicators and guided team members on refining procedures to improve outcomes. • Train and coach coworkers and new hires on quality assurance and best practices. • Utilize Sandbox, CCP, Workday, and Workplace software and systems.

Retail Sales Manager

Staples

Feb 2020 - Dec 2021 (1 year 11 months)

Managed customer service and sales team to achieve sales and revenue goals through strategic techniques and strong customer service. • Trained sales associates on product specifications, sales incentives/promotions, and selling techniques to increase profitability. • Recruited, hired, and trained talented individuals to build high-performance team. • Educated customers on product features and functionality, assisting them with making informed decisions on purchases.

E

Retail Sales Manager

Exclusive Wireless Inc.

Aug 2017 - Jan 2020 (2 years 6 months)

Oversaw day-to-day store operations and supervision of sales and customer service team. • Managed store organization, inventory, merchandising, sales, and maintenance. • Mentored and trained team members in sales techniques to meet or exceed goals and targets.

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