Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Ronan Lucey

Melbourne,VIC

Summary

Results-driven Technical Support Specialist with a proven track record of delivering outstanding customer service and successfully resolving more than 4000 customer issues within a span of 2 years. Recognized for consistently achieving a customer satisfaction rating exceeding 95%. Proficient in adeptly troubleshooting and resolving intricate technical problems with a focus on timeliness and efficiency. Eager to bring my expertise and dedication to providing top-notch support to a dynamic team.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Technical Support Specialist

Clickdimensions
01.2020 - 10.2023
  • Demonstrated strong troubleshooting skills to diagnose and resolve technical issues related to ClickDimensions' services, ensuring minimal downtime and maximizing customer satisfaction
  • Developed a comprehensive knowledge base and documentation system to improve the efficiency of customer issue resolution, resulting in reduced response times and faster ticket resolution
  • Engaging with customers on video calls and tickets establishing a first hand, enjoyable relationship that was could retain in future interactions.
  • Collaborated with cross-functional teams, including developers and product managers, to escalate and resolve complex technical issues, ensuring prompt and effective resolutions for customers
  • Assisting sales and customer success departments by joining calls and resolving conflicts reducing churn, or explaining the support teams role to help close a sale
  • Actively participated in team meetings and knowledge-sharing sessions, contributing insights and best practices to enhance the overall effectiveness of the technical support department
  • Consistently met or exceeded individual performance targets and KPI's such as average handling time and first-call resolution and first response time, contributing to the overall success of the technical support team.

Shop Assistant and Cashier

Caulfield’s Supervalu
09.2018 - 01.2020
  • Responsible for operating cash and card register
  • Responsible for providing high quality customer service in a high pace environment
  • Responsible for counting and closing out tills at the end of the night
  • Handling a high volume of face to face customer interaction
  • Training new hires to operate register and self service checkouts
  • Swept and mopped floor, wiped tills and fixtures after closing to support cleanliness and maintain organized store.

General Operative

Donoghue Packaging
06.2019 - 09.2019
  • Responsible for various different duties
  • Responsible for making high quality packaging units adhering to the companies quality assurance standards
  • Keeping a clean and organized workspace
  • Using teamwork and co-operation to obtain goals and quotas set by supervisors
  • Operation of various tools such as nail guns, staple guns, drills etc.

Bartender/Busser

The Washington Inn
01.2018 - 02.2019
  • Served high customer volumes during special events, holidays, nights, and weekends.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
  • Kept bar presentable and well-stocked to meet customer needs.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.

Warehouse

Rand Whitney
12.2015 - 01.2017
  • Stacking and moving pallets
  • Wrapping and labeling stock
  • Applying EMC tamper proof labels to boxes
  • Stock counting.

Office

Rand Whitney
12.2015 - 01.2017
  • Checking invoices
  • Sorting and scanning delivery dockets
  • Completing reports on Excel
  • Receiving in stock.

Education

Bachelor of Business (Honors) Degree in Business Information Systems -

Skills

  • Customer Experience Management
  • Technical Troubleshooting
  • Accurate Documentation
  • Incident Management
  • User Training
  • Quality Assurance
  • Teamwork

Certification

Microsoft dynamics 365 basics (MB-910)

Whitecard

RSA

Timeline

Technical Support Specialist

Clickdimensions
01.2020 - 10.2023

General Operative

Donoghue Packaging
06.2019 - 09.2019

Shop Assistant and Cashier

Caulfield’s Supervalu
09.2018 - 01.2020

Bartender/Busser

The Washington Inn
01.2018 - 02.2019

Warehouse

Rand Whitney
12.2015 - 01.2017

Office

Rand Whitney
12.2015 - 01.2017

Bachelor of Business (Honors) Degree in Business Information Systems -

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Ronan Lucey