Tucker, Georgia, United States
Experienced customer support professional with a demonstrated history of working in the technology, marketing, and advertising industry. Skilled in Customer Service, Microsoft & Apple interfaces, Technical Support, Troubleshooting, and Client Relations. Strong information technology professional with a focus on maintaining customer relationships in an innovative, forward thinking industry.
I excelled in providing comprehensive product support, ensuring customer satisfaction through effective troubleshooting and team collaboration. • Delivered technical support for software and AI solutions, enhancing user experience with E-Commerce, Billing, Compliance, Email Marketing, and Privacy/Security issues. • Engaged with cross-functional teams to streamline processes related to feature rollouts, UX/UI feedback, and engineering escalations. • Utilized automation tools to improve response times and issue clarity for customer inquiries via chat and email. • Handled customer escalations to provide comprehensive technical support and empathy to reverse user frustration and reinstate faith in the product/brand. * PLATFORM & SERVICES EXPERIENCE * Zendesk, Salesforce CRM & Ticketing System, Jira, Confluence, E-Commerce (Shopify, Magento, X-Cart, BigCommerce, etc), Meta, X/Twitter, 2FA/Authenticator, API, Integrations, Email & SMS Marketing, Automation
• Provided comprehensive product support utilizing Zendesk, Salesforce, and Jira to enhance customer experience. • Conducted defect reporting, verification, and pre-release testing of new features and app updates to ensure quality and delivery of services. • Acted as the voice of the customer, advocating for feature improvements and providing UX/UI feedback. • Collaborated cross-functionally to streamline account workflows, and worked as an intermediary between support and engineering.
Provided best in class product support while enhancing user satisfaction through effective problem-solving and a personalized, empathetic approach. • Answered software and technical questions, ensuring users received timely assistance and comprehensive information to effectively manage their business and personal endeavors. • Performed thorough troubleshooting of technical issues, including edge cases, in order to find solutions to unique and individualized customer goals. • Identified and reported trends in user issues to senior technical advisors and engineers in order to improve service delivery. • Partnered with colleagues on strategic projects, app rollouts, and proprietary tool improvements, contributing to a collaborative team environment.
• Trained and developed Geek Squad staff to enhance client satisfaction and performance standards. • Communicated customer feedback, revenue performance, and productivity metrics through evaluations and correspondence. • Collaborated with management to identify strategies for improving sales and client feedback. • Led by example in customer service and technology knowledge, fostering team growth and achievement.
• Provided on site and over the phone troubleshooting of consumer technology devices through first hand technical knowledge and experience. • Assisted clients with advanced repair, diagnostics, troubleshooting, and recovery methods for various devices (computers, phones, tablets, etc.). • Assisted clients through mediums such as Data Recovery, Data Reintegration, Virus Removals, Software Repairs, Software Upgrades and Software Installations. • Implementation of third party software suites and operating systems. • Installation of computer hardware components: Processors, Motherboards, Memory (RAM), Hard drives, Power Supplies, Graphics Cards, Wireless Cards, Network Interface Cards (NIC's). • Resolved client issues through network diagnostics, troubleshooting, and setup. • Familiarized with basic computer setup knowledge, such as software installations, mandatory updates, driver implementation, available hardware upgrades, and beneficial add-ons. • Responsible for resolving quick issues through basic troubleshooting, and making assessment of repairs to determine course of action depending on specific client needs. • Consistently held high rankings in both product sales and positive customer feedback.
• Provided exceptional customer service by efficiently handling returns, exchanges, and adjustments for clients. • Answered general and specific questions about products of all types, including Home Theater equipment, TV's, Computers, Tablets, Networking, Health & Fitness accessories, Cellular Phones, Large & Small appliances, Car equipment, Cameras, Audio, and more. • Correct errors or apply adjustments to completed transactions in order to meet clients' needs.
• Managed orientation and new hire paperwork for all employees, ensuring a smooth onboarding process. • Trained staff in various front-of-house positions, enhancing team efficiency and service quality. • Oversaw daily operations, including cash management and communication with regional management, to maintain store performance. • Worked with management on numerous projects, assignments, and tasks for the store such as creating contests to drive sales, planning store meetings and outings, and ensuring completion of tests and assignments by employees. • Assisted management in completing deliveries, ordering supplies, handling reservations, running errands, and completing miscellaneous office work.
• Greeted and seated guests, ensuring prompt service and a welcoming atmosphere. • Managed reservations and answered guest inquiries in store and via phone, providing information on hours and menu options. • Maintained cleanliness and ambience of the restaurant, including interior and exterior upkeep.
I thrived in a fast-paced environment at O'Charley's, focusing on delivering quality service to enhance guest satisfaction. • Provided prompt and efficient service via phone and upon order pickup, ensuring guests felt valued and attended to. • Excelled at managing multiple orders, ensuring accuracy of items ordered as well as precise pickup times. • Handled various payment methods, streamlining the transaction process for a seamless experience.