Sarah Hardesty
Technical Support Specialist
Carol Stream,IL
Summary
Currently pursuing the A+ Certification, as well as Salesforce Admin Certification, and learning PostgreSQl + Python.
Detail-oriented, organized and meticulous employee with over a decade of customer service experience. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Looking to expand knowledge in SQL database, Python, and JavaScript and secure a part in the future of technology.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
5
5
Certificates
Work History
Technical Support Specialist
CrossCom, Greater Chicago Area
12.2019 - Current
- Recognized escalation needs and connected customers with advanced support staff.
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Worked within task management system to receive, manage and close support requests.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Updated company tracking system with latest information.
- Informed supervisors and coworkers of inventory needs and double-checked supplies before completing customer orders.
- Used ServiceNow and CrossTrack to keep track of client information and orders, update accounts and monitor shipments to obtain and relay real-time information.
- Identified issues, analyzed information and provided solutions to problems.
Shift Leader (Director)
Studio Movie Grill
Wheaton, IL
11.2012 - 12.2019
- Managed team(s) of servers while working in a sometimes hectic and always fast paced environment
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
- Increased sales significantly by upselling higher-end products to customers.
- Cultivated warm relationships with regular customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Worked with POS system to place orders, manage bills and handle complimentary items.
Education
Salesforce Admin -
Salesforce
12.2021 - 04.2022
High School Diploma - undefined
Greenhouse Co-School
01.2010 - 01.2013
Skills
Complaint resolution
Call center operations
Customer support
Support Ticket System Management
Retail store support
Professional telephone demeanor
Salesforce Knowledge
Database management software
Tableau Knowledge
Microsoft Power BI Knowledge
Microsoft 365 Knowledge
PostgreSQL
T-SQL Coding
Python
Websites
Certification
Web Programming Foundations
Timeline
Salesforce Admin -
Salesforce
12.2021 - 04.2022
Technical Support Specialist
CrossCom, Greater Chicago Area
12.2019 - Current
Shift Leader (Director)
Studio Movie Grill
11.2012 - 12.2019
High School Diploma - undefined
Greenhouse Co-School
01.2010 - 01.2013