Sylvie Chung

Technical Support Engineer

Branch

Oct 2018 - Aug 2024 (5 years 11 months)

Researched, documented and responded to customer tickets via email, CRM, chat, • • • Zoom and Social Media Collaborated with the team to ensure customer satisfaction and issue resolution Developed and maintained knowledge base documentation and training materials leading to process improvements Coordinated with cross-functional teams to address client issues reducing • • • escalations Executed real-time customer service improvements, resulting in a 15% reduction in ticket resolution time Coached and trained new hires and current employees on support methodologies and best practices Monitored customer inquiries to anticipate patterns or potential issues that may cause escalations or have a wider impact

S

Web Ops Admin II

Sinclair Digital

Apr 2016 - Oct 2018 (2 years 7 months)

Assisted over 140 news stations nationwide, investigating and fixing website and • video stream issues Utilized exceptional interpersonal skills to enhance communication between the • • company and its clientele, resulting in improved customer satisfaction rates Managed high-pressure situations with effective stress tolerance, resulting in increased customer satisfaction Maintained and created station websites using Sinclair's CMS • Analyzed Livestream, Facebook Live, among other video issues related to Verizon • • Uplynk, station encoders, and feeds Trained new hires and developed internal Wiki knowledge base and customer-facing FAQS

A

Payroll Support Specialist

ADP INC

Jun 2010 - Jul 2014 (4 years 2 months)

Ensured client satisfaction by implementing ADP software, improving efficiency by 25% Audited ledgers and out of balance payrolls to ensure customers were able to process employee payrolls in a timely manner • Assisted customers with end of year payroll and tax related issues ensuring 100% accuracy Kept up to date on state regulations such as FLSA as it relates to payroll and HR related issues Analyzed technical support skills to investigate issues with the software Reduced payroll inaccuracies by 15%, increasing client satisfaction scores by 18% Helped clients with processing payrolls for over 10,000 employees monthly across multiple regions

K

Senior IT Analyst

K-Force

Nov 2007 - Jun 2010 (2 years 8 months)

- Built AT&T Premier websites for large enterprise customers, ensuring a tailored and efficient user experience. - Additionally, provided customer service by handling calls and tickets related to website or technical issues, which enhanced customer satisfaction and streamlined support processes.

W

Product Support Specialist

Westover Scientific

Jan 2006 - Nov 2007 (1 year 11 months)

Facilitated demonstrations, support and implementation of products • • • Was solely responsible for providing product support to our largest client via e-mail and phone Assisted Sales and Marketing team in successful implementation of new products Created weekly reports showing sales and revenue for available products Provided product training sessions to customers via phone and online Traveled to science conventions across the country to provide new product demonstrations Authored the first ever training manual for the department

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