Drew Prawl
Mesa,AZ
Summary
Dynamic Customer Support Representative with a proven track record at IntouchCX, excelling in software troubleshooting and analytical thinking. Recognized for resolving complex technical issues and delivering exceptional service, demonstrating reliability and adaptability in high-pressure environments. Committed to enhancing customer satisfaction through effective problem-solving and proactive support strategies.
Overview
9
9
years of professional experience
Work History
Customer Support Representative
IntouchCX
03.2024 - Current
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
Technical Support Representative
State Farm
09.2016 - 12.2022
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
Education
High School Diploma -
St. Joseph Christian High School
Saint Joseph, MO05-2009
Skills
- Software troubleshooting
- Organization and recordkeeping
- Data management
- Service desk support
- Computer maintenance
- Desktop support
- Reliability
- Adaptability
- Analytical thinking
- Active listening
- Friendly and patient
- Problem-solving
Languages
English
Native or Bilingual
Timeline
Customer Support Representative
IntouchCX
03.2024 - Current
Technical Support Representative
State Farm
09.2016 - 12.2022
High School Diploma -
St. Joseph Christian High School
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