Alyssa Shumate
League City,Texas
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
8
8
years of professional experience
Work History
TECHNICAL SUPPORT
WORLD CINEMA, INC
05.2021 - Current
- Manage incoming incidents and phone queue for Tier 3 tickets escalated from Tier 1 and 2
- Remote troubleshooting for on-site network equipment including Cisco 800 and 860 Integrated Services routers
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Translated complex technical issues into digestible language for non-technical users.
- Dispatch of field technicians for on-site equipment repairs
- Troubleshooting for hotel television smart boxes, channel maps and guest room entertainment systems
- Manage tickets utilizing Zen desk ticketing system
- Inventory Management and purchasing through Microsoft NAV
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
Barista
Starbucks
10.2019 - 06.2020
- Maintained clean and organized workspace, enabling coworkers to locate resources and product
- Recommended products based on solid understanding of individual customer needs and preferences.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- managed over 100+ customers per work shift
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Protected customers by regularly cleaning and sanitizing work areas and equipment.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
DEPARTMENT HEAD
HOBBY LOBBY
08.2017 - 04.2019
- Optimized and elevated operations to target current and expected demands
- Oversaw efficient receiving and inventory management to keep stock within optimal levels
- Collaborated with staff to maximize customer satisfaction
- Streamline procedures and improve bottom-line profitability
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Evaluated performance continuously to identify areas in need of improvement and implement strategies to keep team on-track.
- Collaborated with department personnel to coordinate multifaceted solutions to emerging problems.
- Maintained organized inventory with accurate records through proper ordering, tracking and auditing procedures.
SHIFT LEADER
FREEBIRDS
04.2015 - 04.2017
- Trained new employees and delegated daily tasks and responsibilities.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Resolved conflicts between employees to maintain positive and productive work environments.
- Evaluated customer needs and feedback to drive product and service improvements.
- Documented production levels, materials used and special incidents to keep management informed of daily activities
- Kept areas clean,neat and inspection-ready at all times to comply with product guidelines
- Completed cash and credit card transactions accurately using POS software for over 200 guests per day..
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
Education
High School Diploma -
SPRING WOODS HIGH SCHOOL
Houston, TX06.2010
Skills
- MS Office
- Troubleshooting and Assistance
- Call Center Operations
- Dispatch Coordination
- Remote Troubleshooting
- Customer Communication and Empathy
- Friendly and Patient
- Technical Issues Analysis
- Support Ticket System Management
Timeline
TECHNICAL SUPPORT
WORLD CINEMA, INC
05.2021 - Current
Barista
Starbucks
10.2019 - 06.2020
DEPARTMENT HEAD
HOBBY LOBBY
08.2017 - 04.2019
SHIFT LEADER
FREEBIRDS
04.2015 - 04.2017
High School Diploma -
SPRING WOODS HIGH SCHOOL
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