Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager

Alexandria Atwell

Denver,CO

Summary

Flexible Technical Support Engineer with 7 years of experience helping clients maintain smooth operations. Managed, maintain, and repair IT systems, with expertise in configuring CPE, VOIP, Firewall, and TCP/IP environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.

Overview

12
12
years of professional experience

Work History

CAE, Commercial Technical Support

Comcast, Business
Remote, TX
12.2021 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Adhered to company policies for appearance, thoroughness and facility security.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Submitted service tickets for equipment maintenance requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and FAX.

Customer Service/Tech Support

Lyft
Remote, CA
10.2013 - 03.2020
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Devised solutions to operations issues related to Lyft Payments and Scheduled Rides, working closely via phone, email, live chat and web teleconference.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Handled over 45 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services

Shift Lead/Assistant Store Manager

La Mar's Donuts
Denver, CO
06.2009 - 09.2014
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Excelled in every store position and regularly backed up front-line staff.
  • Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
  • Recruited and interviewed candidates for management to evaluate readiness and fit for position.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Trained back-up associates and led crew members in managing operations of storefront.
  • Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
  • Tracked receipts, employee hours and inventory movements.
  • Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
  • Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Overhauled entire manufacturing process, saving over $1840 in downtime

Education

Certificate of Computer Programming - Web Development

Udemy Online Learning
Online Course
09.2021

Bachelor of Science - Computer Software Web Development

University of Denver
Denver, CO
03.2021

Skills

  • Multitasking and Prioritization
  • Computer Diagnostics
  • Collaborative Team Player
  • Verbal and Written Communication
  • Microsoft Certification
  • Resolving Problems and Incidents
  • Organizational Skills
  • Software Evaluation
  • Computer System Diagnostics Software
  • LAN and WAN Assessment
  • System Maintenance
  • Remote Technical Support
  • Error Detection
  • Critical Thinking
  • Operating Procedures Implementation

Timeline

CAE, Commercial Technical Support

Comcast, Business
12.2021 - Current

Customer Service/Tech Support

Lyft
10.2013 - 03.2020

Shift Lead/Assistant Store Manager

La Mar's Donuts
06.2009 - 09.2014

Certificate of Computer Programming - Web Development

Udemy Online Learning

Bachelor of Science - Computer Software Web Development

University of Denver

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Alexandria Atwell