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Eli Rawner

Senior Technical Customer Service Agent - SquareTrade

Berkeley, CA

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Confident Technical Customer Service representative, with a solid background in Marketing, PR, and Sales. Highly motivated to maintain client/customer satisfaction and contribute to the success of the company and products I work for.

Authorized to work in the US for any employer

Work Experience

Senior Technical Customer Service Agent

SquareTrade
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San Francisco, CA
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March 2014 to Present

TV Technician and Claims Agent for SquareTrade's Warranty Service Department 
• Communicate with customers and depots around the country and take ownership of Technical Warranty claims from the beginning until resolution. 
• Experience using SalesForce, Cisco, and proprietary management software 
• Part of a core team of Technical Claims Agents, working in a fast-paced environment. 
• Support team members and cross-team contributors with knowledge and process skills 
• Assist customers with troubleshooting and technical support.

Representative/Clipper Card Customer Service Lead/ Public Relations Supervisor

SFMTA
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March 2009 to Present

Caribou PR --San Francisco, California 
• Public Relations Representative for the all Public Transit systems during the Clipper Card transition that took effect throughout the Bay Area 
• Communicate courteously with customers face to face by building positive relationships, investigation, response and progression of issues and queries to a swift conclusion 
• Handle complaints and give instant solutions about the company's products and the services provided 
• Support and manage colleagues and team members 
• Assist in the training of new customer service representatives and associates

Samsung Galaxy Product Specialist

SFMTA
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October 2012 to January 2013

November 2013 to January 2014 
Mosaic Sales Solutions -- San Francisco, California 
• Brand and Product Representative for Samsung at a high-traffic consumer location 
• Engage and demo Samsung devices to potential customers 
• Assess and adjust the planned marketing initiative to fit the needs of the market 
• Resolve, troubleshoot, and handle customer concerns and issues 
• Leave a lasting impression to potential customers and drive sales of the latest Samsung devices

Chrome Representative

SFMTA
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October 2011 to January 2012

MKTG--San Francisco, California 
• Brand Representative for the Google Chrome brand at SFO-Terminal 2 
• Receive and document feedback about our products and services 
• Drive interest and sales for the latest Google Chromebook device 
• Be a Google Chrome expert by providing technical customer service

Playstation 3 Product Specialist and Site-Coordinator

Marketing Werks
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San Francisco, CA
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September 2007 to March 2009

Develop and implement Marketing and PR strategies for the Playstation 3 in a major US market 
• Public relations, marketing, and event planning experience 
• Develop and maintain the company's corporate image and identity 
• Performing market research surveys on customer needs and requirements 
• Provide excellent customer support services and responses leading to an efficient resolution 
• Set up and arrange displays and demonstration areas to attract the attention of prospective customers

Education

Bachelor of Arts in Economics

Albany University -
New York, NY

2005

Additional Information

Skills: 
 
• Supervisor/Management Experience 
• Strong Analytical Skills 
• Responsible 
• Motivated Team-Player 
• Passionate About Technology 
• Product Management 
• Experienced Customer Service Manager 
• Excellent Communication Skills 
• Energetic Work Attitude 
• Sharp Sales Skills 
• Problem Solver 
• Multi-Task Artist