A'Leaha Boyd
Hampton,VA
Summary
Customer service and technical support professional with 6+ years of experience delivering high-quality customer assistance, troubleshooting technical issues, and leading service teams in fast-paced environments. Proven ability to resolve complex concerns, mentor staff, and maintain high customer satisfaction. Experienced supporting consumer technology, managing escalations, and providing remote assistance through digital communication channels.
Overview
12
12
years of professional experience
Work History
AppleCare Manager
Kelly Services
11.2019 - 08.2025
- Delivered technical and customer support for Apple products in a high-volume environment, assisting 50+ customers daily across troubleshooting, warranty, billing, contactless payment and product inquiries
- Maintained consistently high customer satisfaction ratings (CSAT) through effective issue resolution and follow-up support
- Mentored and trained new and existing team members, contributing to improved service quality and reduced escalation rates
- Resolved complex technical and service issues, reducing repeat contacts and improving first-contact resolution
- Diagnosed hardware performance issues and coordinated repairs or replacements to restore device functionality quickly
- Provided product education and service recommendations that improved customer outcomes and retention
- Enforced company compliance standards and service protocols to maintain operational consistency
- Managed workplace conflicts and performance concerns, supporting a productive and collaborative team environment
Package Investigator
Alorica
08.2017 - 11.2019
- Investigated and resolved high volumes of cases involving lost, delayed, damaged, or misrouted packages
- Led investigative teams to ensure compliance with regulatory standards and internal policies.
- Coordinated with logistics teams, drivers, and facilities to locate shipments and resolve delivery disruptions
- Delivered timely resolutions and compensation support, improving customer satisfaction and case closure efficiency
- Managed multiple active investigations simultaneously while maintaining accuracy and documentation standards
- Reduced case resolution time by maintaining proactive communication and follow-up
- Documented findings and prepared detailed reports.
- Maintained 95%+ customer satisfaction and Locating missing package finding
Customer Service Representative
IBEX Global
05.2016 - 08.2017
- Assisted high volumes of customers daily with billing, product, and technical concerns
- Resolved complaints with empathy and professionalism, maintaining strong customer relationships
- Identified customer needs and delivered accurate solutions or escalated complex cases appropriately
- Maintained detailed service documentation for tracking and resolution
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Quality score always above a 80%
Customer Service Supervisor
Ollie's Bargain Outlet
09.2014 - 06.2016
- Supervised front-end team operations, ensuring efficient service and positive customer experience
- Trained and coached new employees, improving onboarding effectiveness and performance consistency
- Managed shift scheduling and task delegation to maintain coverage and productivity
- Resolved escalated customer concerns, improving issue resolution and retention
- Oversaw cash handling and financial accuracy during opening and closing procedures
- Collaborated with management to develop training materials for new hires.
- Coached employees through day-to-day work and complex problems.
Cashier
Rallies
09.2013 - 09.2014
- Delivered fast, friendly service in a high-traffic environment
- Processed transactions accurately and efficiently
- Maintained clean and organized service areas
- Assisted customers with orders and menu questions
- Handled 40–80+ customers per day
- Met 85% of upsell target
Education
High School Diploma -
Heritage High School
Newport News06-2014
Skills
- Remote customer support
- Live chat and technical troubleshooting
- Conflict resolution and escalation management
- Team leadership and employee training
- Customer satisfaction and retention
- Warranty and product support
- Multitasking in high-volume environments
- Problem-solving and critical thinking
- Process improvement and compliance
- Professional written and verbal communication
- Ability to work under pressure and meet deadlines
- Friendly, energetic, and customer-focused attitude
Timeline
AppleCare Manager
Kelly Services
11.2019 - 08.2025
Package Investigator
Alorica
08.2017 - 11.2019
Customer Service Representative
IBEX Global
05.2016 - 08.2017
Customer Service Supervisor
Ollie's Bargain Outlet
09.2014 - 06.2016
Cashier
Rallies
09.2013 - 09.2014
High School Diploma -
Heritage High School