Charles Casey
Russellville
Summary
Dynamic professional with a proven track record in technical customer support and business development, notably at Asurion Insurance Services. Excelled in remote support, incident management, and fostering customer relationships. Demonstrated expertise in security protocols and exceptional customer service, significantly enhancing client satisfaction and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Technical Customer Support Specialist
Asurion Insurance Services
08.2018 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Offered assistance in implementing and developing training programs.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Researched and identified solutions to technical problems.
Owner Operator
Treasure Chest Games
04.2014 - 12.2018
- Developed and nurtured lasting customer relationships by projecting professional corporate image and responding quickly to logistical and scheduling issues.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Trained and motivated employees to perform daily business functions.
- Managed day-to-day business operations.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Assistant Manager
Bar Louie Franchise
03.2008 - 03.2014
- Generated repeat business through exceptional customer service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Conducted performance evaluations and provided constructive feedback to employees.
Education
BBA - Business Administration
University of Central Arkansas
Conway, AR03-2013
Associate of Applied Science - Computer Systems Technology
Arkansas State University
Beebe07-2006
Skills
- Security protocols
- Remote support
- Incident management
- Software installation
- System configuration
- Desktop support
- Customer service expert
- Business development
- Data recovery
- Analytical thinking
- Hardware and peripherals
- Issue troubleshooting
Certification
- CompTIA A+ - Computing Technology Industry Association.
Timeline
Technical Customer Support Specialist
Asurion Insurance Services
08.2018 - Current
Owner Operator
Treasure Chest Games
04.2014 - 12.2018
Assistant Manager
Bar Louie Franchise
03.2008 - 03.2014
BBA - Business Administration
University of Central Arkansas
Associate of Applied Science - Computer Systems Technology
Arkansas State University
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