Michael Yaremko
Technical Support and Customer Service Professional
Professional Status
Student
Available
About Me
A highly motivated individual with over 8 years of experience working in Customer Service. Experiences range from Retail support, supporting a major financial software and specialized markets in the manufacturing industry. Well-versed in many different facets of customer and technical support, including experience in agent-support roles, as a part-time Subject Matter Expert and Level 2 and escalation support.
Experiences
Manager on Duty
Convergys
September 2016
to January 2018
Temporary Trainer
Convergys (Intuit)
December 2015
Volunteer Work
Wilsonville
United States - Oregon
- Provided Year-End training for 100 agents.
- Educated agents in a classroom environment for 1099 service and supplements for a major financial software.
- Lead discussions of personal experience to expand upon provided material.
- Achieved 100% completion 1 week in advance of goal.
Technical Support Professional II
Convergys (Intuit)
June 2015
to September 2016
Full-time
Wilsonville
United States - Oregon
- Phone support escalation point-of-contact for Tier 1 agents and their customers.
- Returned customer requests for contact regarding their issues and provided continued support until resolution.
- Acted as floor supervisor for customers requesting they speak with one.
- Volunteered as a walking floor resource for agents, answering their questions as needed.
Technical Support Professional
Convergys (Intuit)
September 2014
to June 2015
Full-time
Wilsonville
United States - Oregon
- Provided phone support for financial bookkeeping software.
- Assisted with testing and debugging software builds and updates while logging details for replication for development staff.
- Assisted with software install and configuration utilizing SQL Server technologies.
- Helped customers identify needs not currently covered in current utilization.
Technical Support Professional
GTS Services
June 2013
to July 2014
Full-time
Portland
United States - Oregon
- Provided email, phone, and chat support for point of sale software.
- Provided technical information to development staff for troubleshooting and debugging.
- Assisted with software install and configuration utilizing SQL Server technologies.
- Assisted with implementation and deployment of new customers.
- Helped customers identify new needs within their software usage.
- Maintained working relationships with customers, ensuring continued satisfaction with support.
Organizer of the Fantasy & Role Playing club, maintained funds and organized events to promote the club.
Education emphasis focused on mathematics, completed AP Calculus exam with a score of 4.
Education emphasis focused on mathematics, completed AP Calculus exam with a score of 4.
Skills
Customer Service
-
Customer Relations
Maintaining relationships with customers in a brief point of contact, ensuring satisfaction and trust with the company.
-
Troubleshooting Issues
Assessing customer issues based on verbal accounts and providing efficient technical knowledge that matches their skill levels.
-
Customer Ticketing Systems
Experience and knowledge using both in-house and external (ZenDesk) CRMs.
-
Inbound Marketing
Identifying new or alternative needs based on customer use of product and selling the service or feature that will resolve this need.
Software
-
Windows
Usage and support with the Microsoft Windows operating systems, including XP, Vista, 7, 8.1, and 10.
- QuickBooks
- Microsoft SQL Server
-
Microsoft Office
Knowledge and use of the Office suite of programs; Word, Excel, and PowerPoint primarily.
Tools of the Trade
-
Data Entry
Inputting data into databases such as SQL, Access, and forms such as new data for CRMs.
- Software/VOIP Phones
- Hard Phones (Multiple Lines)
- Billing Software
- ZenDesk
