Acworth, Georgia, United States
Customer Experience | Technical Support | Brand Advocacy | Consumer Technology Results-driven professional with 10+ years of experience in the consumer technology space, specializing in customer experience, technical support, and brand advocacy. Proven success representing global brands like Apple and Samsung, managing retail partnerships, and delivering tailored technology solutions. Adept at diagnosing and resolving complex technical issues, supporting energy management systems, and leading cross-functional initiatives to drive sales and customer satisfaction. With a foundation in Information Systems and hands-on expertise across CRM, SaaS platforms, Agile methodologies, and hardware/software environments, I bring a rare blend of people skills and technical acumen. Passionate about innovation, I’m seeking an opportunity to contribute to a forward-thinking organization where I can make an immediate impact.
As a Customer Support Specialist at GridPoint, I contribute directly to our mission of decarbonization and energy efficiency by ensuring an exceptional support experience for thousands of commercial customers. GridPoint’s innovative, hardware-enabled SaaS platform manages energy across 20,000+ buildings, saving over $440M in energy costs and eliminating 5.3B+ lbs of CO2e to date. In my role, I serve as a front-line resource for customers, delivering timely, accurate assistance and supporting sustainable energy solutions across a wide network of grid-interactive commercial buildings. I work cross-functionally with internal teams to resolve issues, provide technical support, and uphold our service excellence standards. Key Responsibilities: - Answer incoming calls with professionalism and empathy, ensuring a positive customer experience - Troubleshoot product and service-related issues, delivering accurate information and solutions - Log all customer interactions and work orders with attention to detail and clarity - Adhere to standardized workflows, call center procedures, and performance metrics (KPIs) - Collaborate with internal departments to escalate and resolve complex issues - Participate in ongoing training and coaching to continuously improve performance - Support customers in a remote, distraction-free work environment using modern tools and platforms Core Skills & Tools: - Verbal & Written Communication - Technical Troubleshooting - CRM & Ticketing Systems - Customer Service Best Practices - Remote Work & Time Management - Data Documentation & Call Logging - Energy Efficiency & Smart Grid Awareness
Work live with installation teams to ensure connection of installed EMS systems and transmission of data. Actively diagnose, troubleshoot and correct issues to ensure proper connectivity and performance of controls with EMS Systems. Core duties include: Ensuring installations are compliant with installation scope of work, providing comprehensive testing of product installation, captures issue and response data in specialized software applications, use extensive system level knowledge of multiple product platforms to ensure proper installation of equipment within customer facilities
Partnered with Samsung Electronics America to serve as a tech-savvy Sales Brand Ambassador for a seasonal program. Responsible for driving sales and maximizing retail success. With minimal management oversight built brand awareness and advocacy with both retail sales personnel and consumers. Provided training and consumer facing activities, to drive product awareness, sales, and improved the consumer journey within the assigned territory. Core duties included: driving sales productivity through high quality, end-to-end direct sales, delivering and communicating key promotional and product launch materials, effectively assessed and communicated on-site needs such as marketing material and promotional collateral, etc, accurately document and report sales, schedules, activities and best practices, tracked and communicated all activity to program management and/or Retail Operations as appropriate.
Served as an Apple ambassador and influencer in reseller locations. Responsible for sales performance, customer experience, quality and advocacy. Represents Apple within and outside of the store, using leadership and influence to build lasting relationships and inspire my team to follow my lead. Core duties included: having a passion for technology and eager to share that passion with others, showing strong communication and listening skills before individuals and groups, show strong interest in connecting technology to customer needs, with a love for continuous learning about consumer technology products and features, show excellent customer service skills, detail oriented, self motivated,comfortable working in a fast paced environment, strong people skills, empathic, a good listener, andcompassionate.
Acted as the first contact point for customers having issues relating to iOS and iPadOS devices. Efficiently found proper solutions and handled cases with efficiency, while putting customer service at the forefront. Core duties included: Supporting customers via phone, e-mail, chat, and/or in person, have passionfor customer service and ownership of the customer experience including comprehensive issueresolution, effectively tailored communication and style to differing audiences, self managed and worked independently in a fast-paced, constantly changing environment, effectively managed time including ability to multi-task, organize and prioritize, researched and grasped technical information across multiple tools while talking with customers