Alena Greenlaw
Yamhill,OR
Summary
Customer Support Specialist with expertise in managing inquiries and troubleshooting technical issues. Enhanced support processes to streamline operations and elevate customer experiences through effective problem-solving and empathetic communication. Committed to delivering high-quality service and embracing new challenges.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
Everi
Las Vegas, Nevada
06.2023 - 03.2026
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Delivered exceptional service that increased customer satisfaction and loyalty.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Responded to customer inquiries regarding stuck slot machine rounds
- Investigated customer complaints regarding not understanding rules of the game.
- Resolved technical issues related to gaming software and hardware.
- Collaborated with technical teams to address any game or technical issues.
- Escalated unresolved issues to appropriate departments for further assistance.
- Documented customer interactions in the support ticketing system.
- Generated gaming, player and progressive wins reports to operators.
- Validate Big Wins and that play is legitimate.
- Some work in game implementation.
Flex-Facilitator - TurboTax
Foundever
Miami, FL
12.2022 - 04.2023
- Facilitated training sessions for new hires on company policies and procedures.
- Supported new agents to enhance performance skills. Coach to metrics and calls.
- Set specific goals for projects to measure progress and evaluate end results.
Seasonal Sales Team Lead - SimpliSafe
Foundever
Miami, FL
11.2022 - 12.2022
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Monitored team progress and enforced deadlines.
- Coached to metrics and calls.
- Fostered employee relationships through effective communication, training, and coaching for development.
- Conducted thorough quality checks to verify conformance to specifications.
- Documented production levels and materials used to keep management informed.
- Conducted quality assurance checks to ensure product compliance.
Flex-Facilitator - SimpliSafe
Sitel/Foundever
Miami, FL
08.2021 - 11.2022
- Facilitated training sessions for new employees on customer service protocols.
- Supported new agents, enhancing their transition and performance. Upskilled tech agents, improving their proficiency and service quality.
- Coordinated feedback sessions to address employee concerns and improve communication.
Coach/FSR - SimpliSafe
Sykes/Foundever
Miami, FL
12.2020 - 08.2021
- Coached agents to develop skills and enhance performance.
- Handled supervisor calls to address escalated customer concerns.
- Assisted agents during live customer calls to improve service quality.
Customer Service Representative - SimpliSafe
Sykes/Foundever
Miami, FL
07.2020 - 12.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved product and consumer complaints using effective communication skills to enhance customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Handled customer complaints and queries to ensure timely resolution.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained up-to-date knowledge of promotions, exchange guidelines, payment policies, and security practices to provide accurate customer support.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Cultivated strong customer relationships that promoted repeat business and fostered loyalty.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Established and activated customer accounts in the system to facilitate service access.
Customer Service Representative - TurboTax
Sykes/Foundever
Miami, FL
01.2020 - 07.2020
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Fielded customer complaints and queries, expediting resolutions to enhance customer experience.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Maintained quality control policies and procedures to ensure customer satisfaction.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Supported agents during live customer calls by providing real-time assistance.
- Answered supervisor calls
Education
High School Diploma -
Hayward High School
Hayward, CASkills
- Working Remotely since 2020
- Experience in Leadership
- Supervision & Leadership
- Conflict Resolution
- Microsoft Office
- Active Listening
- Organizational Skills
- Friendly, Positive Attitude
- Team Management
- Data Management
- Computer Skills
- Customer Service
- Good Work Ethic
- Reliable & Trustworthy
- Relationship Building
- Flexible Schedule
- Basic Math
- Problem Resolution
- Training & Development
- Team Building
- People Skills
- Planning & Organizing
- Critical Thinking
- Technical support
- Gaming software
- Reporting systems
- Issue escalation
- Game implementation
- Customer relationship management
- Quality assurance
- Problem solving
- Effective communication
- Service ticket management
- Remote support tools
- CRM software
- [Product or service] support
- Payment processing
- Customer engagement
- Live chat support
- Email communication
- Decision-making
- Issue troubleshooting
- Team collaboration
- Active listening
- Data entry
- Customer relationship management (CRM)
- Complaint handling
- Feedback reception
- Adaptability and flexibility
- Time management
- Salesforce
- Workflow management
- Ticket management
- Remote technical support
- Remote support
- Collaborative team player
- Online chat support
References
Joelle Fine- 360-360-8001
Darryl Deraedt- 775-848-1615
Timeline
Customer Support Specialist
Everi
06.2023 - 03.2026
Flex-Facilitator - TurboTax
Foundever
12.2022 - 04.2023
Seasonal Sales Team Lead - SimpliSafe
Foundever
11.2022 - 12.2022
Flex-Facilitator - SimpliSafe
Sitel/Foundever
08.2021 - 11.2022
Coach/FSR - SimpliSafe
Sykes/Foundever
12.2020 - 08.2021
Customer Service Representative - SimpliSafe
Sykes/Foundever
07.2020 - 12.2020
Customer Service Representative - TurboTax
Sykes/Foundever
01.2020 - 07.2020
High School Diploma -
Hayward High School