paul martin

About paul

I am technical and customer service specialist with over five years of experience helping customers resolve a wide range of device and service issues. I spent a year and a half supporting Kindle users through chat and phones, where I assisted with device troubleshooting, software updates, and navigation. In addition, I have four years of experience providing technical support for DIRECTV and AT&T services WFH set up through chat and phones, including satellite, streaming, and internet. My expertise covers downloads, software updates, installations, app support, device navigation, and TV and Internet-related concerns. I’m passionate about delivering clear, efficient solutions and ensuring a smooth user experience for every customer I assist.

Skills

Experience

• Sutherland Global Services Job Title – Technical and Customer Service Specialist From Dec 2016 - Feb 2019 - Handled Technical support for Kindle Device and Services helping customers resolve a wide range of device and service issues while providing good customer service.
• - used tools such as, Google Workspace, CRM, Knowledge Center Key Achievement: - To provide satisfactory experience to the customer and achieving at least 85% CSAT each week.
• Concentrix Job Title – Technical and Customer Service Specialist From Dec 2020 - Sep 2024 - Handled Technical support for DTV Stream, Satellite and AT&T Services helping customers resolve a wide range of device and service issues while providing good customer service.
• - used tools such as, MS Teams, Google Workspace, CRM, DTV360, Microsoft Office (word, excel), Cintrix, CCKM Collaborated with team members to meet performance targets Key Achievement: - To resolve issues and provide satisfactory experience to the customer and achieving at least 90% CSAT each week.
• Key Achievements - Consistently met or exceeded KPIs - Recognized for strong work ethic and reliability Shift Flexibility - Open to day, night, and rotating shifts - Comfortable working weekends and holidays if required - Able to adapt to changing schedules and time zones