Caitlin Schmidt
Ruston,LA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
18
18
years of professional experience
2015
2015
years of post-secondary education
Work History
IT Technical Support Specialist
Ebay Enterprise
Ruston
09.2020 - Current
- Provided technical support for eBay Enterprise systems and applications.
- Diagnosed hardware and software issues for internal users effectively.
- Maintained accurate documentation of support requests and resolutions.
- Assisted in implementing new technologies and upgrades for users.
- Responded to user inquiries via phone, email, and chat promptly.
- Tracked progress of service requests using ticketing system while providing timely updates to customers.
- Performed maintenance and upgrades to existing computer systems as needed.
- Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
- Documented technical information such as troubleshooting steps taken during issue resolution process.
- Analyzed user requirements and implemented solutions that met their needs while adhering to established policies and procedures.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Stayed abreast of latest software developments to enhance job knowledge.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Demonstrated advanced product knowledge to solve customer issues.
- Used remote login tools to assist clients with technical and product questions.
- Supported customers with online billing, access, and account issues.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Participated in after-hours on-call rotation for critical support needs.
- Performed routine maintenance and software updates on support tools and customer systems.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Managed the configuration and setup of customer accounts and systems.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Updated customer information and account status in the database following each interaction.
- Conducted remote diagnostics to identify and solve technical problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Provided technical support to users via phone, chat, and email.
- Diagnosed hardware and software issues for various devices and systems.
- Resolved customer inquiries related to eBay platform functionality.
Store Manager
On Time Wildlife Feeders
Ruston, Louisiana
05.2008 - 08.2020
- Managed daily store operations to ensure efficient customer service.
- Trained and supervised staff in product knowledge and sales techniques.
- Developed inventory management processes for optimal stock levels.
- Handled customer inquiries and resolved issues promptly and effectively.
- Collaborated with suppliers to ensure timely delivery of products.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Created weekly work schedules for store personnel.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Developed strategies to maximize sales and profitability.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Implemented successful business strategies to increase revenue and target new markets.
Education
Bachelor of Science - Psychology
Louisiana Tech University
Ruston, LA 08.2012 - 05.2015
Bachelor of Science - Psychology
University of Louisiana At Monroe
Monroe, LA 08.2010 - 05.2012
Bachelor of Science - Nursing
Grambling State University
Grambling, LA 08.2008 - 03.2010
General Studies
Louisiana Delta Community College
Monroe, LA 08.2008 - 01.2009
General Equivalency Diploma
Grambling, LASkills
- Technical support
- Hardware troubleshooting
- Software installation
- Remote assistance
- Customer relationship management
- Process optimization
- Conflict resolution
- System configuration
- Hardware installation
- Server maintenance
- Security protocols
- Virtualization technologies
- Remote desktop support
- Mobile device management
- Help desk support
- System diagnostics
- Issue troubleshooting
- Norton antivirus software
- Support case resolution
- Technical issues analysis
Accomplishments
- Passed Compass Exam with 99% at 16 yrs old
- Top of my class at 16/17 yrs old at GSU & La Tech
- Scholarship recipient of 2 specialized major based scholarships
- Maintained a 3.8-4.0 GPA throughout my entire college career
References
References available upon request.
Timeline
IT Technical Support Specialist
Ebay Enterprise
09.2020 - Current
Bachelor of Science - Psychology
Louisiana Tech University
08.2012 - 05.2015
Bachelor of Science - Psychology
University of Louisiana At Monroe
08.2010 - 05.2012
Bachelor of Science - Nursing
Grambling State University
08.2008 - 03.2010
General Studies
Louisiana Delta Community College
08.2008 - 01.2009
Store Manager
On Time Wildlife Feeders
05.2008 - 08.2020
General Equivalency Diploma