Ashly Traylor
Marietta,GA
Summary
Developed exceptional problem-solving skills and technical expertise in fast-paced support environment. Demonstrated ability to communicate effectively with diverse users and resolve complex issues efficiently. Seeking to leverage these transferable skills in new and dynamic field.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Sales Associate
T-Mobile
05.2023 - 07.2024
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Technical Support Engineer
Insight Enterpises
10.2023 - 03.2024
- Integrated third-party applications, automating workflows and reducing manual tasks.
- Resolved critical application errors to facilitate uninterrupted business operations.
- Diagnosed complex network problems, improving system uptime for enterprise clients.
- Guided users through technical solutions, increasing customer satisfaction and retention.
Technical Support Engineer
State Farm
05.2022 - 09.2023
- Created detailed incident reports to accelerate issue resolution and knowledge sharing.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Addressed customer feedback, implementing changes to enhance product usability.
Technical Support Engineer
Apple
04.2021 - 01.2022
- Guided users through technical solutions, increasing customer satisfaction and retention.
- Addressed customer feedback, implementing changes to enhance product usability.
- Diagnosed complex network problems, improving system uptime for enterprise clients.
Layaway Associate
Walmart
07.2013 - 01.2019
- Provided ongoing communication with customers throughout the duration of their layaway contract, addressing any concerns or questions that arose during this period.
- Resolved customer issues regarding layaway orders in a timely manner, fostering trust and loyalty among shoppers.
- Participated in department meetings to discuss best practices and suggest improvements for the layaway process, fostering a collaborative and growth-oriented environment.
- Trained new associates on proper procedures for managing layaways, contributing to overall team efficiency and knowledge sharing among staff members.
Education
Master of Science - Management Information Systems
Independence University
Salt Lake City, UT 09.2019 - 01.2021
Bachelor of Science - Radio Broadcasting
University of West Georgia
Carrollton, GA 08.2014 - 05.2017
Associate of Arts - Communications
Georgia Highlands College
Rome, GA 01.2011 - 05.2014
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Customer support
- Teamwork and collaboration
- Customer relationship management
- Project management
- Technical expertise
- Customer service
- Product knowledge
- Remote support
Accomplishments
- Documented and resolved Customers issues by troubleshooting which led to 100% CSAT and having metric met
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 10 staff members.
- Resolved product issue through consumer testing.
Timeline
Technical Support Engineer
Insight Enterpises
10.2023 - 03.2024
Sales Associate
T-Mobile
05.2023 - 07.2024
Technical Support Engineer
State Farm
05.2022 - 09.2023
Technical Support Engineer
Apple
04.2021 - 01.2022
Master of Science - Management Information Systems
Independence University
09.2019 - 01.2021
Bachelor of Science - Radio Broadcasting
University of West Georgia
08.2014 - 05.2017
Layaway Associate
Walmart
07.2013 - 01.2019
Associate of Arts - Communications
Georgia Highlands College
01.2011 - 05.2014