Aethan Lowe

Technical Proficiency Metrics-Driven Performance Continuous Learning Training and Onboarding

• Familiarity with software platforms, particularly CRM tools (e.g., Salesforce, Zendesk).
• Basic troubleshooting skills for software and hardware issues, especially related to POS systems.

• Familiarity with KPIs like First Response Time, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
• Demonstrated success in meeting or exceeding performance metrics.

• Ability and willingness to stay updated on product changes, new features, and best practices in customer support.
• Actively seeking feedback to improve personal and team performance.

• Experience educating customers on how to use products or features.
• Supporting customers during product implementation or transitions.

Customer Service Expertise Adaptability and Resilience Communication Skills

• Managing a high volume of inbound or outbound interactions across multiple channels (phone, email, chat, or social media).
• Handling customer inquiries, complaints, and requests efficiently and professionally.
• Delivering exceptional customer experiences by resolving issues promptly and accurately.

• Adjusting to new campaigns, tools, or processes in a fast-paced environment.
• Handling high-stress situations, such as back-to-back calls or challenging customer interactions, with composure.
• Quickly learning and adapting to client-specific tools and technologies.

• Engaging customers with clear, concise, and empathetic communication.
• Adapting tone and language to suit different customer demographics and preferences.
• Documenting all interactions accurately in CRM systems for future reference.

Technical Troubleshooting Product Knowledge Adaptability to New Technology

• Diagnosing and resolving basic technical issues related to:Microsoft 365 apps (Word, Excel, Outlook, Teams, etc.).
  Email configurations, syncing, and connectivity issues.
  User permissions, OneDrive storage, and SharePoint access.

• Following structured troubleshooting workflows and escalation protocols for unresolved issues.

• Developing expertise in Microsoft 365 services and features, such as: Exchange Online, SharePoint, OneDrive, and Teams.
  Admin Center management and user configuration.

• Staying updated on new Microsoft 365 releases, features, and known issues.

• Learning new tools, updates, and troubleshooting techniques quickly in a constantly evolving tech environment.

• Adapting to Microsoft updates and changes in real-time to ensure accurate support delivery.