Colleen McGowan: Technical Support Representative in Long Beach, California

Handling troubleshooting, complaints, and repair requests for equipment and products for HydraFacial Keeping meticulous records and technical support logs, follows established company procedures and but not limited to solving problems over the phone. Arranges for repair of equipment as well as sends out loaners (as necessary) if troubleshooting fails Diagnose errors or technical problems and determining proper solutions. Managing onsite equipment repair, including maintenance, troubleshooting and test tasks. Production of timely and detailed service reports. Troubleshoot simple to complex issues. Generate Return Material Authorizations (RMAs) and track RMAs until back in house.

· Ensured smooth functioning of e-commerce business by managing the entire order fulfillment process from start to finish. · Order Processing: Managed incoming orders from customers, verified order details, and ensured they are accurately entered into the system. · Compliance and Documentation: Ensured compliance with shipping regulations and documentation requirements, such as customs forms for international shipments. · Shipping Coordination: Arranged shipping methods and carriers for orders, generated shipping labels, and ensured timely delivery to customers. · Pick and Pack: Selected items from the warehouse shelves according to the orders received, packed them securely, and prepared them for shipment. · Inventory Management: Monitored inventory levels, coordinated with management to replenish stock, and updated inventory records in Shopify.

· Delegated tasks to different departments based on customer needs · Received, separated, and distributed incoming mail and prepared outgoing mail · Built relationships with clients and providers · Maintained files on the computer, updated information as necessary pertaining to associates and clients · Assisted with clerical duties and office functions as assigned

· Utilized Salesforce for sales processing and trend analysis · Provided strategic consulting to carriers and brokers, optimizing profitability · Offered superior customer experiences by understanding client needs and recommending appropriate solutions · Collaborated with the sales team to generate leads, processed quotes, and facilitated lead development

· Provided comprehensive service desk support, including monitoring and responding to trouble tickets via email, phone, and collaboration apps · Proficient in Slack, G Suite, Discord, and other collaboration tools for efficient communication · Set up, installed, updated, and configured devices, demonstrating expertise in troubleshooting · Maintained and cultivated customer and vendor relationships, offered feedback for process improvements · Recorded and documented service requests and their resolutions with meticulous attention to detail

· Designed custom logistics and supply chain solutions · Utilized ACT CRM, and other lead generation tools used for prospecting, qualifying, and developing leads, negotiating rates · Used my critical thinking, entrepreneurial, sales, and communication skills to provide an excellent customer experience · Interacted daily with operations, customer service, and management

• Assisted customers with data usage, personalized solutions, and technical troubleshooting • Managed sales staff, set sales goals, and developed key performance indicators • Utilized CRMs like Salesforce for prospecting and lead development • Provided comprehensive mobile device support • Set up, installed, updated, and configured devices, demonstrating expertise in troubleshooting • Maintained and cultivated customer and vendor relationships, offered feedback for process improvements • Recorded and documented service requests and their resolutions with meticulous attention to detail • 10% YOY increase in Growth from 2017 to 2018 • 9% YOY increase in Renewals from 2017 to 2018 • 9% YOY increase in Total quota from 2017 to 2018 • 14% YOY increase in Sales dollars from 2017 to 2018

· Evaluated each client's specific needs when buying home PCs, and provided personalized solutions · Set up new systems, installed software, performed updates, and maintained the sales floor · Demonstrated proficiency in device setup, configuration, and customer service · Handled shipping and receiving of systems with meticulous attention to detail and organizational skills