Traci Fannin
South Shore
Summary
Results-driven professional with extensive experience in customer support and technical troubleshooting. Recognized for effective communication and attention to detail, contributing to improved response times and first-contact resolution rates. Committed to delivering exceptional service and fostering long-term customer relationships.
Overview
27
27
years of professional experience
Work History
Premier Customer Support Agent
AT&T Mobility
10.2003 - 03.2026
- Resolved customer inquiries through various channels, enhancing customer satisfaction and loyalty.
- Assisted in troubleshooting technical issues, guiding customers to effective solutions.
- Collaborated with team members to streamline support processes, improving response times.
- Maintained accurate records of customer interactions, ensuring data integrity and compliance.
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Improved first-contact resolution rates by quickly identifying root causes of customer issues and delivering effective solutions.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Customer Support Engineer
Applied Materials
07.1999 - 02.2003
- Provided technical support for complex semiconductor equipment, ensuring optimal performance and customer satisfaction.
- Diagnosed and resolved hardware and software issues, enhancing operational efficiency for client systems.
- Collaborated with cross-functional teams to develop solutions that improved product reliability and user experience.
- Trained customers on system operation and maintenance, fostering long-term partnerships through education and support.
- Led initiatives to streamline communication between engineering and support teams, reducing response times and improving service delivery.
- Implemented best practices for troubleshooting processes, resulting in increased accuracy of issue resolution and customer feedback scores.
- Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
- Developed and implemented preventive maintenance procedures.
Education
Associate of Science - Electronics
Devry Institute Of Technology
Columbus, OHSkills
- Complaint handling
- Customer service excellence
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Microsoft windows and office
- Multitasking
- Organizational skills
- Effective communication
Timeline
Premier Customer Support Agent
AT&T Mobility
10.2003 - 03.2026
Customer Support Engineer
Applied Materials
07.1999 - 02.2003
Associate of Science - Electronics
Devry Institute Of Technology