Sarah McCarthy
Summary
Proficient in technical troubleshooting and customer support, with a strong focus on issue resolution. Recognized for effective communication and decision-making skills, ready to leverage expertise to enhance customer experiences and operational efficiency.
Overview
14
14
years of professional experience
Work History
Technical Support Representative
Eircom
Limerick, Ireland
06.2018 - Current
- Assisted in troubleshooting technical issues with internet and phone services.
- Documented customer interactions in the support ticketing system.
- Resolved customer inquiries using various communication channels.
- Troubleshot customer inquiries related to software and hardware issues.
- Maintained up-to-date knowledge of Eircom's service offerings and updates.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Documented all activities related to technical support including processes, updates, changes made.
- Supported customers with online billing, access, and account issues.
- Created reports on customer complaints and feedback for management review.
- Provided training and guidance to junior staff members as needed.
- Participated in special projects as assigned by management team.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Service Representative
Heatons/Sports Direct
Limerick, Ireland
09.2012 - 05.2018
- Maintained visual merchandising standards throughout the store.
- Restocked shelves and organized inventory to enhance display appeal.
- Trained new associates on sales techniques and store policies.
- Managed returns and exchanges efficiently to uphold customer satisfaction.
- Assisted customers with finding the right product for their needs.
- Helped customers by answering questions and locating merchandise.
- Handled customer complaints in a professional manner.
- Completed transactions in an efficient manner while providing excellent customer service.
- Created price tags and merchandise signs for new items.
- Promoted special offers and discounts to encourage additional purchases.
- Maintained store organization and cleanliness throughout shifts.
Education
E-Business Administration Systems
Limerick Institute of Technology
LimerickSkills
- Technical troubleshooting
- Issue resolution
- Problem solving
- Effective communication
- Complaint handling
- Decision-making
- Product knowledge
- Time management
- Can work as part of a team or alone if needed
- Good initiative
- Expert in dealing with phonecalls and emails
Timeline
Technical Support Representative
Eircom
06.2018 - Current
Customer Service Representative
Heatons/Sports Direct
09.2012 - 05.2018
E-Business Administration Systems
Limerick Institute of Technology