Ashley Rucker
Marietta,GA
Summary
Dynamic Technical Support Specialist with a proven track record at Verizon Wireless, excelling in technical troubleshooting and customer success management. Adept at resolving complex issues and enhancing user experience through effective communication and incident management. Recognized for implementing process improvements that significantly reduced response times and elevated customer satisfaction.
Overview
9
9
years of professional experience
Work History
Technical Support Specialist
Verizon Wireless Corporation
01.2023 - 09.2025
- Provided technical assistance to customers via phone and chat for troubleshooting issues.
- Documented customer interactions and resolutions in ticketing system for future reference.
- Collaborated with cross-functional teams to identify and resolve recurring technical issues.
- Educated customers on device features, plans, and services to enhance user experience.
Customer Support Specialist
Xfinity Comcast
04.2021 - 01.2023
- Assisted customers by resolving inquiries through multiple communication channels, ensuring prompt and effective support.
- Utilized CRM software to track customer interactions and document resolutions for future reference.
- Collaborated with team members to enhance service delivery processes and improve customer satisfaction scores.
- Provided training to new employees on operational procedures and customer service best practices.
- Analyzed customer feedback to identify trends and recommend improvements in service offerings.
- Monitored service metrics, reporting discrepancies to management for further investigation and resolution.
Customer Support Specialist
VuWall
03.2017 - 02.2021
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Implemented process improvements that reduced response time for customer inquiries and enhanced overall efficiency.
Education
GED -
Illinois Community College
Rockford, ILSkills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- Customer support
- System diagnostics
- Remote diagnostics
- Desktop component repair
- Issue research
- Troubleshooting and diagnosing
- Remote desktop services and support
- Ticket support system management
- Ticket management
- Customer success management
- Complaint resolution
- Java full stack
- Microsoft outlook
- Windows 10
- Customer service
- Verbal and written communication
- Data entry
- Incident tracking
- CRM systems
Timeline
Technical Support Specialist
Verizon Wireless Corporation
01.2023 - 09.2025
Customer Support Specialist
Xfinity Comcast
04.2021 - 01.2023
Customer Support Specialist
VuWall
03.2017 - 02.2021
GED -
Illinois Community College