Audre Hallam
Michigan City,Indiana
Summary
Proven Support Specialist, adept in analytical problem solving and customer relationship management. Elevated customer satisfaction by optimizing support processes and resolving technical issues, achieving a consistent service quality. Trained new representatives, show casinog exceptional empathy and coaching skills. Technology-inclined professional that possesses strong troubleshooting capabilities and custimer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analying system performance and security to drive optimal user experience.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
Work History
IGaming Support Specialist
Four Winds Casino Resorts
New Buffalo, MI
08.2022 - 08.2024
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Managed 10+ escalated customer complaints per day, working closely with management to achieve satisfactory resolutions.
- Collaborated with cross-functional teams to identify and resolve recurring product issues.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
IGaming Support Representative
Four Winds Casinos
New Buffalo, MI
07.2021 - 08.2022
- Maintained high levels of customer satisfaction with 20-30 proactive follow-ups per day and clear communication.
- Conducted regular reviews of support tickets to identify patterns and opportunities for optimization.
- Actively participated in weekly team meetings, sharing insights on best practices and potential improvements.
- Collaborated with cross-functional teams to identify and resolve recurring product issues.
- Streamlined support processes for increased efficiency and improved response times.
Call Center Representative
Four Winds Casinos
New Buffalo, MI
07.2020 - 07.2021
- Managed approximately 120 incoming calls per day, while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Education
Associate of Applied Science - Diagnostic Medical Sonography
Lake Michigan College
Benton Harbor, MI 08.2024 - 06.2026
Skills
- Analytical Problem Solving
- Training and coaching
- Recordkeeping skills
- Escalation Handling
- Microsoft Office
- Trend Analysis
- Ticket Management
- Network Troubleshooting
Timeline
Associate of Applied Science - Diagnostic Medical Sonography
Lake Michigan College
08.2024 - 06.2026
IGaming Support Specialist
Four Winds Casino Resorts
08.2022 - 08.2024
IGaming Support Representative
Four Winds Casinos
07.2021 - 08.2022
Call Center Representative
Four Winds Casinos
07.2020 - 07.2021