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Franklin Moore
Ticketer
Summary
Highly motivated and results-oriented Ticketer with 5+ years of experience in providing exceptional customer support. Proficient in managing and resolving customer inquiries efficiently, maintaining a high level of accuracy and professionalism. Proven ability to prioritize and assign tickets based on severity and business impact, ensuring timely resolution. Skilled in utilizing ticketing systems and collaborating with technical teams to escalate and resolve complex issues. Committed to continuous learning and process improvement to enhance customer satisfaction.
Education
Information Technology
February 2015
Skills
- Automated Ticketing System Management
- Incident Resolution and Triage
- Customer Relationship Management (CRM)
- IT Service Management (ITSM)
- Communication and interpersonal skills
- Attention to detail and accuracy
Work Experience
Ticketer
- Worked independently and as part of a team to ensure efficient and timely ticket resolution.
- Collaborated with technical support teams to escalate and resolve complex technical issues.
- Maintained a comprehensive knowledge base of product and service offerings to provide accurate support.
- Developed and implemented process improvements to enhance ticket resolution time and customer satisfaction.
Ticketer
- Processed an average of 150 tickets per day, resolving 80% of them within 24 hours.
- Utilized a proprietary ticketing system to manage and track customer inquiries and requests.
- Prioritized and assigned tickets based on severity and business impact.
- Communicated effectively with customers via phone, email, and chat to gather necessary information and provide resolutions.
Accomplishments
- Successfully implemented a new ticketing system that streamlined operations and reduced processing time by 20%.
- Developed and implemented a training program for new ticketers, resulting in a 30% increase in ticket accuracy.
- Identified and resolved a critical system issue that was impacting ticket sales, preventing potential revenue loss.
- Provided excellent customer service, resolving ticket inquiries quickly and efficiently, resulting in high customer satisfaction ratings.
- Processed a high volume of tickets accurately and efficiently, consistently meeting or exceeding performance targets.
Awards
- Recognized for consistently exceeding performance targets in ticket resolution.
- Received Best Ticketer of the Quarter award for exceptional customer service and efficiency.
- Awarded a Team Excellence award for collaborative efforts in resolving complex ticket escalations.
- Received Employee of the Month recognition for exceptional performance in ticket resolution.
Certificates
- Certified Service desk Analyst (CSDA)
- ITIL Foundation Certification
- HDI Service Desk Certification
- AWS Certified Solutions Architect – Associate
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How To Write Resume For Ticketer
- Highlight your experience and skills in managing and resolving customer inquiries efficiently.
- Demonstrate your proficiency in using ticketing systems and collaborating with technical teams.
- Quantify your accomplishments by providing specific metrics, such as the number of tickets processed and resolved within a certain time frame.
- Showcase your ability to prioritize and assign tasks effectively, ensuring timely resolution of high-priority issues.
- Emphasize your commitment to continuous learning and process improvement to enhance customer satisfaction.
- Proofread your resume carefully for any errors in grammar or spelling.
Essential Experience Highlights for a Strong Ticketer Resume
- Processed an average of 150 tickets per day, resolving 80% of them within 24 hours.
- Utilized a proprietary ticketing system to manage and track customer inquiries and requests.
- Prioritized and assigned tickets based on severity and business impact.
- Communicated effectively with customers via phone, email, and chat to gather necessary information and provide resolutions.
- Worked independently and as part of a team to ensure efficient and timely ticket resolution.
- Collaborated with technical support teams to escalate and resolve complex technical issues.
- Maintained a comprehensive knowledge base of product and service offerings to provide accurate support.
- Developed and implemented process improvements to enhance ticket resolution time and customer satisfaction.
Frequently Asked Questions (FAQ’s) For Ticketer
What is the primary role of a Ticketer?
The primary role of a Ticketer is to manage and resolve customer inquiries and requests efficiently and effectively, ensuring a high level of customer satisfaction.
What skills are essential for a Ticketer?
Essential skills for a Ticketer include proficiency in using ticketing systems, excellent communication and interpersonal skills, attention to detail and accuracy, problem-solving abilities, and a commitment to providing exceptional customer support.
What are some of the common responsibilities of a Ticketer?
Common responsibilities of a Ticketer include logging and tracking customer inquiries, prioritizing and assigning tickets based on severity and business impact, communicating with customers to gather necessary information and provide resolutions, escalating and resolving complex technical issues, and maintaining a comprehensive knowledge base of product and service offerings.
How can I improve my skills as a Ticketer?
To improve your skills as a Ticketer, focus on developing your proficiency in using ticketing systems, enhancing your communication and interpersonal skills, improving your attention to detail and accuracy, and expanding your knowledge base of product and service offerings.
What are the career prospects for a Ticketer?
Career prospects for a Ticketer can include advancement to roles such as Team Lead, Supervisor, or Manager within a customer support or IT department.
What is the average salary range for a Ticketer?
The average salary range for a Ticketer can vary depending on experience, location, and industry, but typically falls within a range of $40,000 to $60,000 per year.
What are some tips for writing a standout Ticketer resume?
To write a standout Ticketer resume, highlight your experience and skills in managing and resolving customer inquiries efficiently, demonstrate your proficiency in using ticketing systems and collaborating with technical teams, quantify your accomplishments with specific metrics, showcase your ability to prioritize and assign tasks effectively, and emphasize your commitment to continuous learning and process improvement.
What are some of the key qualities of a successful Ticketer?
Key qualities of a successful Ticketer include a strong work ethic, a positive attitude, excellent communication and interpersonal skills, a commitment to providing exceptional customer support, and a willingness to go the extra mile to ensure customer satisfaction.