Hi, I’m
Angel Russell
Atlanta,GA
Summary
Lead Technical Support Specialist with 10+ years of experience diagnosing and resolving software, hardware, and network issues to ensure seamless user experiences. Key achievement: designed a completely remote troubleshooting guide that reduced on-site visits by 68%, saving clients time and resources.
Overview
11
years of professional experience
Work History
Bark Technologies
Remote Lead Customer Support Specialist
07.2019 - Current
Job overview
- Leads a team of 8 technical support specialists, managing daily operational queue for customer satisfaction via Zendesk, Slack, & Zoom
- Oversees billing, account management, approval of refunds, escalations, & documented tickets for engineering
- Creates and implements customer service policies and procedures, resulting in a 25% reduction in customer complaints
- Identifies operational inefficiencies proactively and drives scalable improvements for the marketing team
- Updates and maintains knowledge base & internal resources using Tettra, Trello, and other internal resources
- Lead weekly team syncs and conducts 1:1s to review KPIs, SLA, & CSAT scores.
Elior North America
Remote Technical Support Specialist
07.2015 - 07.2019
Job overview
- Provided prompt technical support through email, phone, and chat channels, achieving a 91% customer satisfaction rate
- Reduced average ticket resolution time by 45 seconds via troubleshooting techniques, improving customer experience
- Managed 120+ technical support tickets daily while maintaining a 90% first-call resolution rate
- Assisted customers in resolving complex software and hardware issues, contributing to a 43% reduction in escalated cases to Tier 2 support.
Dice
Technology Assistant
01.2013 - 06.2015
Job overview
- Provided first-level technical support to 220+ employees, resolving 71% of issues within 24 hours in 2013 and 2014
- Assisted in setting up and configuring 30+ workstations, ensuring a smooth transition for new hires and minimizing onboarding delays
- Implemented a streamlined inventory tracking system that slashed stock discrepancies by 90% and enabled efficient monitoring of equipment lifecycle.
Education
The University of Phoenix
Master in Business Administration
The University of Illinois At Urbana-Champaign
Bachelor of Arts
Key Skills
- Responsible for managing and guiding a team of technical support professionals while also handling complex technical issues and ensuring customer satisfaction
- In charge of resolving more complex and challenging issues that require innovative problem-solving approaches
- Excels at being able to analyze situations, identify root causes, and devise effective solutions
- Spearheads efforts to guide, mentor, and motivate team members to achieve their best performance fostering a collaborative and supportive work environment
- Liaison between the team and upper-management
- Patient, empathetic, and focused on resolving customer issues promptly and courteously
- Extremely adaptable and open to learning new technologies and methodologies
Timeline
Remote Lead Customer Support Specialist
Bark Technologies
07.2019 - Current
Remote Technical Support Specialist
Elior North America
07.2015 - 07.2019
Technology Assistant
Dice
01.2013 - 06.2015
The University of Phoenix
Master in Business Administration
The University of Illinois At Urbana-Champaign
Bachelor of Arts