TYLER ANDERSON
Minneapolis
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Customer service-focused professional.
Overview
11
11
years of professional experience
Work History
Customer Experience Analyst
DailyPay
03.2022 - Current
- Successfully resolved high-level and urgent customer complaints, ensuring positive outcomes.
- Collaborated with regulatory agencies (BBB, CFPB) to effectively address and resolve user issues.
- Conducted in-depth qualitative analysis of user feedback to identify product pain points.
- Partnered with product teams to implement user-centric changes based on voice-of-customer insights.
- Worked cross-functionally with support, marketing, and product teams to enhance user experience.
- Developed and maintained a user quote database utilized company-wide.
Escalation Support Specialist
DailyPay
09.2021 - 03.2022
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Support Team Lead
DailyPay
05.2021 - 09.2021
- Provide exceptional customer support to a diverse group of clients in a high volume support center via phone, and email
- Have experience deescalating clients who are emotionally charged using empathy, and active listening
- Have acquired a deep understanding of the product and support structure
- Exceed key performance indicators consistently
- Coach existing agents on how best to find answers through existing documentation and help with research into complex issues
- Provide training and coaching for agents in one on one meetings over broader knowledge topics or tool navigation
- Act as an interim team leader when you supervisor is out of office
- Work with various different teams, and groups to create better procedures and operations within various parts of support
L1 Employee Support Agent
DailyPay
11.2020 - 05.2021
- Provided exceptional customer support to a diverse group of clients in a high volume support center via phone, online chats, and emails
- Met or exceeded key performance indicators consistently
- Provided coaching for team members on product and processes
Graphics Technician
Indigo Signworks
08.2019 - 07.2020
- Designed custom vinyl graphics solutions for businesses
- Applied custom vinyl graphics solutions on vehicle, signs, door, and windows
- Surveyed prospected locations to confirm the graphics are applied properly
- Worked with sales and estimating to confirm the provided solution fits the customers expectations
- Ensured vinyl is applied and provided to customers promptly and as described
- Scheduled and filed incoming work orders for the graphics department
- Verified inventory is available for any incoming work orders
Taproom Manager
Pixeled Brewing Company
10.2018 - 10.2019
- Maintained excellent customer service standards
- Planned and coordinated events and private parties
- Scheduled all employees working in the taproom
- Verified all shifts were covered at all times, while providing time off for employees
- Managed all employees working in the taproom
- Verified all tills were correct when opening and closing recording both opening and closing figures
- Oversaw inventory and handled ordering of merchandise
- Provided support for employees when dealing with frustrated customers
Service Engineer
VMC
09.2017 - 10.2018
- Troubleshot problems within custom Sharepoint environments for high profile customers
- Corresponded with customers via email and phone while helping them during often frustrating and stressful problems that could affect their entire organization
- Used various debugging tools to efficiently diagnose behaviors
- Collaborated with senior resources and team throughout Microsoft to provide permanent solutions to customer's issues
- Corresponded with various Microsoft technicians for weekly training and evaluation of incidents
Training Supervisor
Restaurant Technology Services
06.2016 - 09.2017
- Led training for new employees to ensure their success in their service role
- Trained existing employees in different areas of the service provided
- Helped employees with on boarding procedures
- Created and implemented new training material to increase the success of new hire employees
- Worked with management and the customer we supported on training material and expectations of service technicians
- Handled supervisor escalations for new hires
- Provided assistance to all employees over IM communications
- Assisted customers on the phone with troubleshooting hardware and software issues
Senior Support Agent
Restaurant Technology Services
09.2014 - 06.2016
- Provided support for hardware and software issues for customers over the phone
- Helped provide permanent resolutions to reoccurring problems within the customer's environment
- Assisted with closing, opening, payroll, and scheduling problems
- Supported switches, networking equipment, backroom operations, registers, drive thru technology, kitchen video screens, and any technology within the restaurant
- Provided help to other employees when they ran across issue they were unable to resolve
- Worked with escalation resources to ensure any problems were resolved properly and within a timely fashion
Education
High School Diploma -
Watertown High School
Watertown, SD05.2011
Skills
- Innovative problem-solving
- Strategic issue identification
- Complaint resolution
- Cross-functional teamwork
- Proficient in task prioritization
- Quick learner in new environments
Timeline
Customer Experience Analyst
DailyPay
03.2022 - Current
Escalation Support Specialist
DailyPay
09.2021 - 03.2022
Customer Support Team Lead
DailyPay
05.2021 - 09.2021
L1 Employee Support Agent
DailyPay
11.2020 - 05.2021
Graphics Technician
Indigo Signworks
08.2019 - 07.2020
Taproom Manager
Pixeled Brewing Company
10.2018 - 10.2019
Service Engineer
VMC
09.2017 - 10.2018
Training Supervisor
Restaurant Technology Services
06.2016 - 09.2017
Senior Support Agent
Restaurant Technology Services
09.2014 - 06.2016
High School Diploma -
Watertown High School
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