Summary
Overview
Work History
Education
Skills
Timeline
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Kristen Gadsden

Summary

Certified advanced technical support specialist with experience delivering top-tier customer service. Bringing several years of comprehensive helpdesk expertise for various products and services. A skilled communicator adept at engaging customers, identifying issues, troubleshooting, and simplifying steps to resolve technical problems efficiently. Well-versed in wide range of programs, operating systems and platforms for desktops, laptops, and mobile devices. Bringing extensive record of success in technical support and equipment management.

Overview

19
19
years of professional experience

Work History

Customer Support

Chenega
01.2023 - Current
  • Provided exceptional technical support in a fast-paced inbound call environment, achieving high customer satisfaction and first-call resolution
  • Excelled in troubleshooting complex technical issues, delivering clear, effective solutions to diverse customer needs
  • Demonstrated a collaborative spirit, working seamlessly with team members to meet and exceed service goals and monthly performance metrics
  • Recognized for consistent excellence in achieving and surpassing performance targets, contributing to Apple’s reputation for premium customer care

Apple Specialist

Apple
01.2015 - 01.2023
  • Provided technical support to customers on various Apple products, including iPhones, iPads, MacBooks, and iMacs.
  • Resolved customer inquiries regarding product features and functionality.
  • Troubleshot customer issues related to software updates and hardware malfunctions.
  • Educated customers on the proper use of their Apple products in order to maximize usage potential.
  • Assisted customers with setup and installation of Apple products.

Retail Sales Representative

T-Mobile
01.2008 - 01.2015
  • Expertly matched customers with tailored services and devices, prioritizing personalized experiences and long-term customer satisfaction
  • Managed opening and closing procedures with precision, ensuring smooth daily operations
  • Resolved customer device issues swiftly and accurately, building trust and repeat business
  • Handled cash operations and inventory with impeccable accuracy, minimizing discrepancies and supporting store efficiency
  • Delivered technical assistance and guided customers through warranty claims, enhancing T-Mobile’s service reputation

Customer Service Representative

Suncom
11.2005 - 12.2007
  • Managed high-volume inbound calls efficiently, providing outstanding service and prompt problem resolution
  • Organized follow-up calls and account updates to enhance customer relationships and loyalty
  • Supported the onboarding and training of new staff, fostering a collaborative and knowledgeable team environment
  • Skillfully guided customers through technical troubleshooting, enhancing overall satisfaction and retention

Education

Certified Pharmacy Technician -

Trident Technical College
01.2006

High School Diploma -

Saint Andrew’s High School
01.1999

Skills

  • Problem-solving
  • Innovative thinking
  • Multitasking
  • Organizational proficiency
  • Financial transactions
  • Inventory management
  • Interpersonal skills
  • Communication skills
  • Customer engagement
  • Team collaboration
  • Customer satisfaction
  • Customer Technical Support
  • Desktop Technical Support
  • Remote Technical Support

Timeline

Customer Support

Chenega
01.2023 - Current

Apple Specialist

Apple
01.2015 - 01.2023

Retail Sales Representative

T-Mobile
01.2008 - 01.2015

Customer Service Representative

Suncom
11.2005 - 12.2007

Certified Pharmacy Technician -

Trident Technical College

High School Diploma -

Saint Andrew’s High School

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Kristen Gadsden