Dylan's Resume

Dylan

Live in United States

Nationality

Summary

95% Candidate possesses relevant customer service experience, primarily through roles at Lumen Technologies and Palo Alto Networks, and has multichannel experience. However, candidate is overqualified due to skillset in data analysis and seniority in operations. 1, Multichannel Customer Support: Efficiently handle customer inquiries and issues via phone, email, and live chat, ensuring timely and accurate responses. Candidate's roles at Lumen Technologies and earlier in customer-facing positions demonstrate experience with customer support, including multichannel responses like email and potentially phone. 2, Graduate within recent 3 years. Candidate graduated in January 2023 with a Bachelor’s degree, which is within the last three years. 3, Located in San Francisco Bay Area, USA. Candidate resides in San Jose, California, which is part of the San Francisco Bay Area. 4, Work for software development company. Lumen Technologies and Palo Alto Networks operate in technology sectors closely tied to software, making the inference valid.

Work experience

Solution Support Associate
Lumen Technologies
2023.07-Current
(2 years)
Customer Success Ops
Palo Alto Networks
2022.05-2022.08
(4 months)
• Utilized Excel to visualize and analyze trends in order to pinpoint sources of hindrance in deployment rates, such as customer response times. • Collaborated with the CX team to gather important customer metrics on product utilization and identified critical time frames where deployment rates were significantly lower. • Presented bi•weekly reports to a senior director and proposed key solutions such as following up on customers before and after deployment to minimize lack of… Show more
Shift Team Lead
R&B Tea
2021.04-2022.01
(10 months)
• Providing guidance, instructions, and leadership to the team to ensure great customer satisfaction. • Responsible for inventory and maintaining efficiency among the team.
Cashier Customer Service
UMAI
2020.09-2022.01
(a year)
• Provide excellent customer service and deliver results in a friendly, inclusive, and efficient manner • Interact with customers and major delivery vendors to facilitate 60+ orders per shift • Responsible for performing register audits to ensure accurate count and collection of cash
Office Administrator Intern
BK optometry
2020.01-2020.09
(9 months)
• Worked with multiple insurance vendors to verify patient insurance and eligibility • Market and sell high•end goods to customers, producing average monthly sales of $20K • Created patient satisfaction surveys to gather feedback on services, identifying trends to help improve average CSAT score to 94% • Performed inventory audits and other operational support such as filing back patients' files, ordering office supplies, and creating new patient profiles

Educational experience

San Jose State University
Bachelor's degree, Business Management Information System
2018.01-2023.01
(5 years)
Evergreen Valley High School
Graduate
2014.01-2018.01
(4 years)