Alexis Betts
Cincinnati,OH
Summary
Diligent Implementation Specialist with background in providing exceptional support and resolving technical issues. Demonstrated ability to streamline processes, enhancing user satisfaction and operational efficiency. Proven skills in troubleshooting and customer service, ensuring seamless user experiences.
Overview
4
4
years of professional experience
Work History
Support Specialist
Configura
11.2022 - Current
- Resolve and triage 100 tickets per week using chat, phone, and email channels assisting customers with their technical issues regarding our interior design software products.
- Collaborate with developers, data teams, and manufacturers to expedite incident resolutions improving resolution times by 30%.
- Exceeding ticket handle-time, resolution, and customer service score quotas by 40% over others in my department.
- Perform quality assurance testing on new software releases for alignment with goals for efficiency and performance helping reduce release bugs by 40%.
- Created the IT and Product Training Overview for our department and train new employees during the onboarding process.
- Assisted the Finance department with administering licenses to our customer base collaborating with account management and sales ambassador teams.
- Proficient in the use of Zendesk, JIRA, LogMeInRescue, TeamViewer, HubSpot, Microsoft 365 Office and Zoom applications
Application Support Specialist
Tekion Corp
02.2022 - 09.2022
- Resolved and triaged 40 tickets each day using email, chat, and phone channels assisting customers with issues concerning our automotive software system.
- Played a key role in major system migrations by providing hands-on technical assistance throughout the Pre-Production and Production planning and execution phases collaborating with development, engineering, and project management teams.
- Streamlined troubleshooting processes, leading to improved SLA resolution times for the customer by 48 hours or more.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance preventing 2-3 bug issues on release each month.
- Provided training to end users on new and updated features of the software.
- Exceeded weekly ticket handle-time and ticket resolution quotas driving support satisfaction scores up by 20% each month
- Proficient in JIRA, Confluence, Slack, Zoom, Microsoft 365 Office, and Windows operating system applications
Customer Care Representative
L Brands
10.2020 - 02.2022
- Received 50 calls and emails daily resolving customer issues and concerns regarding online and in-store orders
- Utilized CRM systems to accurately track customer interactions and update account information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics exceeding monthly quotas obtaining scores from quality assurance of 90% or higher each month.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Promoted product offerings to drive growth and exceed benchmarks.
- Proficient in Microsoft 365 Office, Omni, and Salesforce applications
Education
IT Fundamentals Certification - Information Technology
CompTIA
Online 09.2023
Bachelor of Arts - Strategic Organizational Leadership
Wilmington College
Wilmington, OH12.2021
Associate of Arts -
Cincinnati State Technical And Community College
Cincinnati, OH12.2018
Skills
- Highly Professional
- Organizational Skills
- Technical Troubleshooting
- [Software] expertise
- Training and coaching
- Empathy and patience
- Incident Management
- Escalation Handling
- Attention to Detail
- Data Collection
Timeline
Support Specialist
Configura
11.2022 - Current
Application Support Specialist
Tekion Corp
02.2022 - 09.2022
Customer Care Representative
L Brands
10.2020 - 02.2022
Bachelor of Arts - Strategic Organizational Leadership
Wilmington College
IT Fundamentals Certification - Information Technology
CompTIA
Associate of Arts -
Cincinnati State Technical And Community College