Support Specialist Resume Sample

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Richard Marsh

Support Specialist

Summary

Hard working professional with more than 7 years of experience and a proven knowledge of client onboarding, secondary research, KYC, relationship management, project management, and training & mentoring. Strong background in customer facing environments (B2B, B2C). Familiar with ISDA Risk and Regulatory compliance. Operates with an ethical, commercial and customer focused approach coupled with positive approach to the industry requirements.

Skills

  • Managed Services
  • Client Relationship Management
  • Client Onboarding
  • Secondary Research
  • Project Management
  • Operational Reporting
  • Salesforce Reporting
  • SQL & Tableau

Work Experience

Sr. Support Associate (MCPM)

IHS Markit

Present

  • Working closely with the onshore team and clients on various projects and providing managed services.
  • Perform corporate action on entity level with the help of proper documents & validate them before making any changes. Process name change, merger of entities on entities level by validating the proper source of documents.
  • Creating and mapping MEIs for the clients (Investment Banks, Financial Institutions, and Fund Managers etc.) so as to provide global coverage to the entities in the loan market.
  • Support ClearPar to set up new funds by validating the funds & admin details & provide them the MEIs in order to onboard the funds on ClearPar platform.
  • Verification of client document like IMA, CMA, Trust Agreement, Prospectus, Certificate of Registration, Tax Form Document etc.
  • Performing functions of verification of different entities with Govt./Third Party sources like Regulator/Govt. websites, EDGAR, etc. before on-boarding client on MEI scrubber.
  • Responsible for entity migration process if any corporate action happens on entity level (moving of documents, entity relationship, AUM information etc.)
  • Customer due diligence including On-boarding client, uploading/managing information of their entities and documents. Providing demos and training to the clients for better understanding and knowledge of the product. Conduct follow ups for client outreach based off SLAs as necessary.
  • Identifying, enhancing and creating measures to ensure compliance with existing, updated and new compliance requirements, including but not limited to, market rules and ISDA Standards
  • Managing projects for internal and external stakeholders and delivering results exceeding expectations. Supporting internal stakeholders & external clients with data analysis
  • Preparing reports and presentation materials on compliance activities, performance matrices and procedures for internal and external business partners
  • Training and Mentoring new hires, resulting in stronger staff development and increased productivity

Master Disputes Analyst

American Express

Aug 2015

  • Mentoring and training the batch for Second Presentment disputes at FIS (partner site). Supporting internal processes in handling disputes in situations of inflated inventory levels
  • Quality check of the cases worked by the team to minimize the errors. Preparation of reports indicating the team performances on compliance and cases worked for internal partners
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Contacting customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Delivered superior client services, fostering strong rapport, retention and satisfaction

Sr. Customer Care Officer

Convergys India Services

Jul 2013

  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. 
  • Check to ensure that appropriate changes were made to resolve customers’ problems. 
  • Refer unresolved customer grievances to designated departments for further investigation.

Education

Post Graduate Diploma

San Jose State University

Jul 2016

Bachelors of Business Administration

Northeastern University

Jun 2012

Languages

  • English
  • French
  • Arabic
  • German

Career Expert Tips:

  • Always make sure you choose the perfect resume format to suit your professional experience.
  • Ensure that you know how to write a resume in a way that highlights your competencies.
  • Check the expert curated popular good CV and resume examples

Exploring the Vital Role of a Support Specialist

As the backbone of efficient customer service, the role of a Support Specialist is integral in ensuring a seamless experience for clients. This article delves into the multifaceted responsibilities and requirements of a Support Specialist, highlighting the skills and experiences that make a candidate stand out in this critical position.

Understanding the Job Requirements for a Support Specialist

Stepping into the shoes of a Support Specialist involves meeting specific requirements to excel in this customer-centric role. Let’s explore the key qualifications and skills essential for a Support Specialist:

  • A Bachelor’s degree in a relevant field or equivalent work experience, showcasing a foundation in customer support principles.
  • Strong communication skills, both verbal and written, to effectively assist and guide customers.
  • Experience in using customer support software and tools, illustrating proficiency in navigating various systems.
  • Empathy and patience, crucial qualities for resolving customer issues and ensuring customer satisfaction.
  • Adaptability to handle various support channels, such as emails, live chat, and phone calls.
  • Problem-solving skills to address customer concerns efficiently and find effective solutions.

Additional certifications in customer support or related fields can enhance the candidate’s profile and demonstrate a commitment to professional growth.

Responsibilities of a Support Specialist

The role of a Support Specialist is dynamic, requiring a blend of technical knowledge and interpersonal skills. Let’s dissect the core responsibilities that define this role:

  • Providing timely and effective support to customers, addressing queries and resolving issues with a customer-centric approach.
  • Documenting customer interactions and solutions for future reference and improvement.
  • Collaborating with cross-functional teams to escalate and resolve complex issues.
  • Contributing to the development of support resources, such as knowledge base articles and FAQs.
  • Participating in training programs to stay updated on product knowledge and customer service best practices.
  • Ensuring adherence to service level agreements and maintaining high customer satisfaction ratings.

Each responsibility is a step towards creating a positive customer experience and building brand loyalty.

Crafting a Standout Support Specialist Resume

Your resume is the gateway to securing a Support Specialist position. Follow these tips to create a compelling resume that showcases your suitability for the role:

  • Highlight specific instances where you provided exceptional support and resolved challenging issues.
  • Emphasize your proficiency in using customer support tools and software.
  • Quantify your achievements, such as the percentage increase in customer satisfaction during your tenure.
  • Showcase any relevant certifications or training programs you have completed.
  • Customize your resume for each application, aligning your skills with the specific requirements of the job.

Your resume is not just a document but a narrative of your ability to excel in the Support Specialist role.

Support Specialist Resume Summary Examples

Your resume summary is a snapshot of your career journey. Craft a compelling summary to grab the employer’s attention:

  • “Results-driven Support Specialist with a proven track record of resolving customer issues promptly and maintaining a 95% customer satisfaction rate.”
  • “Experienced Support Specialist with excellent communication skills, adept at handling diverse customer queries through effective problem-solving.”
  • “Detail-oriented Support Specialist with a passion for delivering top-notch customer service, contributing to a 20% improvement in first-contact resolution.”

Your summary sets the tone for the employer, showcasing your unique strengths and achievements in the customer support arena.

Building Your Support Specialist Experience Section

The experience section of your resume is the heart of your application. Bring it to life with vivid details of your accomplishments:

  • “Managed a high-volume support queue, consistently exceeding daily resolution targets by 15%.”
  • “Implemented a customer feedback system, resulting in a 30% reduction in recurring issues.”
  • “Collaborated with the product team to communicate customer needs, leading to the development of two successful feature enhancements.”

Your experiences tell a story of your impact in previous roles, building a compelling case for your candidacy as a Support Specialist.

Educational Background for a Support Specialist

Your educational background adds credibility to your qualifications. Present it effectively in your resume:

  • Bachelor of Arts in Customer Service Management, XYZ University, 2015.
  • Customer Support Certification, Customer Excellence Institute, 2017.
  • Advanced Customer Support Techniques, Online Course, 2018.

Your educational achievements reinforce your commitment to continuous learning and professional development.

Key Skills for a Support Specialist

Your skill set is your arsenal as a Support Specialist. Highlight both soft and hard skills to demonstrate your proficiency:

Soft Skills:

  1. Effective Communication
  2. Empathy
  3. Problem-Solving
  4. Patience
  5. Adaptability

Hard Skills:

  1. Customer Support Software
  2. Technical Troubleshooting
  3. Documentation
  4. Multichannel Support
  5. Product Knowledge

Your skills are your tools for delivering exceptional customer support and excelling in your role.

Common Mistakes to Avoid in Your Support Specialist Resume

Avoid these common pitfalls to ensure your resume stands out for the right reasons:

  • Avoid generic statements; tailor your resume for each application.
  • Quantify your achievements instead of listing generic job duties.
  • Include a well-crafted cover letter to complement your resume.
  • Use clear and concise language; avoid industry jargon that may alienate non-specialist readers.
  • Proofread your resume to present a polished and professional image.

Steer clear of these mistakes to create a resume that resonates with hiring managers.

Key Takeaways for Your Support Specialist Resume

As you craft your Support Specialist resume, keep these key points in mind:

  • Showcase your customer-centric achievements to demonstrate your impact in previous roles.
  • Highlight your technical proficiency in customer support tools and software.
  • Detail strategic initiatives that contributed to improved customer satisfaction or issue resolution.
  • Include a section on continuous learning, featuring relevant certifications and courses.

Remember, your resume is not just a document but a canvas where you paint your career story. Best of luck in your pursuit of a rewarding career as a Support Specialist!

Finally, feel free to utilize resources like AI Resume Builder, Resume Design, Resume Samples, Resume Examples, Resume Skills, Resume Help, Resume Synonyms, and Job Responsibilities to create a standout application and prepare for the Support Specialist job interview.