Alexis Lilly
Georgetown,SC
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
4
4
years of professional experience
Work History
Technical Support Representative
Onesupport
06.2021 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to various technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
- Researched product and issue resolution tactics to address customer concerns.
Recruiter
Onesupport
05.2020 - 06.2021
- Conducted phone and video interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Advertised job opportunities on social media platforms and job boards.
- Coordinated schedules to arrange management interviews with applicants.
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Evaluated strengths and weaknesses of candidates through effective screening processes.
- Emphasized job benefits and perks to applicants to improve organization's attractiveness.
- Collaborated with internal teams to continuously improve recruitment processes and execute as efficiently as possible.
Assistant
University Of South Carolina Upward Bound/ Trio
08.2019 - 05.2020
- Greeted guests in with friendliness and professionalism.
- Assisted manager in all aspects of business operations.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Organized resources, records and personnel to accomplish aggressive targets.
- Developed and maintained filing systems to facilitate easy access to information.
- Answered incoming phone calls and transferred to staff members or provided requested information.
- Completed clerical tasks such as filing, copying, and distributing mail.
- Sorted and organized files, spreadsheets, and reports.
- Interacted with customers by phone, email, or in-person to provide information.
Education
Associate of Arts -
Horry Georgetown Technical College
Georgetown, SC05.2017
Skills
- User Guidance
- Wide Area Networks
- Spreadsheets
- Reading Comprehension
- Technical Support
- Microsoft PowerPoint
- Active Listening
- Call Center Operations
- Recordkeeping Strengths
- Critical Thinking
- Customer Service
- Microsoft Excel
- Problem-Solving Ability
- Microsoft Word
- Staff Support
- Resolve Technical Problems
Timeline
Technical Support Representative
Onesupport
06.2021 - Current
Recruiter
Onesupport
05.2020 - 06.2021
Assistant
University Of South Carolina Upward Bound/ Trio
08.2019 - 05.2020
Associate of Arts -
Horry Georgetown Technical College