Alex Vang
Saint Paul
Summary
I am seeking a position that will allow me to use my excellence, knowledge, and organization skills to where my background will be put best to use. Results-driven and collaborative it project manager offering several years' experience in managing assets, mitigating risks and overseeing projects. Creative and focused with the dedication and fortitude to deliver exceptional and efficient work. Bringing an excellent attention to detail, organized nature and dedication to continuous process improvement.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Care Representative
HHAeXchange
Bloomington
04.2025 - Current
- Respond to customer inquiries via phone, email, or chat.
- Resolve product or service issues promptly and professionally.
- Provide information about products, services, billing, and policies.
- Document customer interactions and maintain accurate records.
- Escalate complex issues to the appropriate department or supervisor.
- Follow up with customers to ensure satisfaction.
- Meet performance metrics such as call handling time and customer satisfaction.
- Process orders, returns, and exchanges accurately.
- Assist with account setup, updates, and troubleshooting.
- Ensured compliance with data protection regulations when handling customer information.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Updated system with order specifics and customer details, preferences, and billing information.
- Provided top quality control and eliminated downtime to maximize revenue.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Identified opportunities to upsell additional services when appropriate.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Recommended potential products or services after analyzing customer needs.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Prepared customer reports by gathering data collected during customer interactions.
- Supported customers to maintain positive relationships throughout and following sales processes.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
IT Help Desk Technician
Maximus
Eagan
11.2024 - 01.2025
- Provided technical support to end-users, troubleshooting hardware and software issues
- Responded to help desk tickets in a timely manner, ensuring prompt resolution of technical problems
- Installed and configured software applications on user devices, ensuring compatibility and optimal performance
- Assisted with the setup and maintenance of computer networks, including routers, switches, and firewalls
- Collaborated with cross-functional teams to resolve complex technical issues that required escalation
- Managed user accounts in Active Directory, including creating/deleting accounts and resetting passwords
- Implemented backup solutions to protect critical data from loss or corruption
IT Help Desk
Old Republic Title
Minneapolis
02.2023 - 12.2023
- To update and document external client issues
- To perform analysis and determine client problems, and document these issues
- To provide solutions for network and system related issues, and to provide detailed documentation along with it
- To perform a cause analysis either on-site or at a client location.
- To assist customers by performing analysis of various issues relating to LANs, WANs, desktop computers, Internet connectivity and the installation of hardware and software
- To assist customers for the purpose of improving processes related to system issues
- To maintain error logs in coordination with IT departments, and to maintain resolution reports, too
- To offer recommendations - based on various metrics - on how to improve the support process in its entirety
- Microsoft 365 ( Excel and Word )
- Windows 10
Call Center Representative
Securian Financial Group
Minneapolis
08.2022 - 01.2023
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company's new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborate with other call center professionals to improve customer service
Call Center Representative ( Remote )
Kroll Inc.
08.2021 - 06.2022
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns
- De-escalate situations involving dissatisfied customers, offering patient assistance and support
- Call clients and customers to inform them about the company's new products, services and policies
- Guide callers through troubleshooting, navigating the company site or using the products or services
- Review customer or client accounts, providing updates and information about billing, shipping, warranties and other account items
- Collaborate with other call center professionals to improve customer service
Education
Master of Science - Information And Computer Systems
University of Phoenix
Tempe, AZ09-2026
Bachelor's degree - Information Technology
Rasmussen College
Minnesota05.2025
High School Diploma -
Harding High School
Saint Paul, MN06.2017
Skills
- Microsoft Windows Server
- Computer networking
- JavaScript
- IT
- Computer hardware
- Communication skills
- Transmissions
- Software troubleshooting
- DHCP
- Microsoft Excel
- Assembly
- Active Directory
- ServiceNow
- Oil Change
- Microsoft Word
- Customer support
- Microsoft Office
- Mechanic Experience
- IT support
- Live chat
- Mechanical knowledge
- Schematics
- Help desk
- Brake Repair
- Desktop support
- Mac OS
- Clean Room
- Operating systems
- Troubleshooting
- Incident management
- Windows
- Network administration
- Typing
- Multi-line phone systems
- Technical support
- Automotive Repair
- DNS
- Customer service
- Data Entry Operator
- SharePoint
- Technical Support
- Manufacturing
- Remote access software
- Jira
- Cash handling
- SQL
- Enterprise software
- Programmable logic controllers
- Network monitoring
- Java
- Workday
- Microsoft Exchange
- Help Desk
- Network troubleshooting
- Active directory
- Problem solving
- Project management
- Active listening
- Decision-making
- Technical troubleshooting
- Email correspondence
- Stress management
- Email communication
- Product knowledge
- Security verification
- Call center experience
- Empathy and patience
- Multitasking and organization
- Inbound customer service
- Payment processing
Certification
Driver's License
Timeline
Customer Care Representative
HHAeXchange
04.2025 - Current
IT Help Desk Technician
Maximus
11.2024 - 01.2025
IT Help Desk
Old Republic Title
02.2023 - 12.2023
Call Center Representative
Securian Financial Group
08.2022 - 01.2023
Call Center Representative ( Remote )
Kroll Inc.
08.2021 - 06.2022
Master of Science - Information And Computer Systems
University of Phoenix
Bachelor's degree - Information Technology
Rasmussen College
High School Diploma -
Harding High School
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