Michael Yaremko

Michael Yaremko

Technical Support and Customer Service Professional

Summary

A highly motivated individual with over 4 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.

Work History

Work History
Nov 2015 - Present

Order Processing Agent

  • Phone representative receiving payments for customers.
  • Answered questions about billing issues and procedures.
  • Provided quick and efficient service, maintaining all AHT goals.
Sep 2014 - Jul 2015

Technical Support Professional

  • 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.
May 2012 - Jun 2014

Tier 2 Technical Support Professional II

  • 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.
Dec 2013 - Dec 2013

Temporary Trainer

  • 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.
Oct 2010 - Oct 2011

Customer Care Representative

  • Provided phone support for personal computing products.
  • Assisted customers through hardware and software problems.
  • Assessed customer technical ability and modified delivery skills accordingly.
  • Scheduled appointments for in-person technical consults. 
  • Quickly provided alternative solutions to technical problems.

Education

Education

Humboldt State University

Aug 2007 - Dec 2008

Some college completion

Worked as the Secretary of the QSU, helped to bring awareness and organize local events. Actively participated in the Fantasy & Role Playing club, volunteered for many events.
Studied mathematics and programming for 2 years as well as learned standards for education.

La Salle Catholic College Preparatory

Sep 2003 - Jun 2007

High School Diploma

Organizer of the Fantasy & Role Playing club, maintained funds and organized events to promote the club.
Education emphasis focused on mathematics. 

Skills

Skills
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.

Inbound Marketing

Identifying new or alternative needs based on customer use of product and selling the service or feature that will resolve this need.

Customer Ticketing Systems

Experience and knowledge using both in-house and external (ZenDesk) CRMs.

Windows

Usage and support with the Microsoft Windows operating systems, including XP, Vista, 7, 8.1, and 10.

Microsoft Office

Knowledge and use of the Office suite of programs; Word, Excel, and PowerPoint primarily.

Data Entry

Inputting data into databases such as SQL, Access, and forms such as new data for CRMs.

References

References

Phyllis Johnpoll                 Co-Worker @ GTS     503.309.7445

Assisted with the Accounting support team, leveraged shared knowledge to begin development on a knowledge base.

Jodie Degner                     Manager @ Convergys 503.985.6343

Served under Jodie as a phone support agent, assisting customers with financial software support.

Cody Sheets                   Supervisor @ Convergys 972.882.6008

Worked closely on assisting with clients, customers, and agents in identifying potential questions, growth potential, and bases for improvement.
Assisted with co-ordinating Temporary Training.