Camille LeGrand-Hayes
Port Richey
Summary
Technical Support Advisor with over 10 years of extensive experience in software troubleshooting and CRM systems, demonstrating strong leadership and mentoring skills in remote team environments. Proficient in multi-platform support, including Windows, macOS, and Linux, while emphasizing empathetic and effective communication. Consistently exceeds performance targets by fostering collaborative teamwork and enhancing user satisfaction through innovative problem-solving.
Overview
10
10
years of professional experience
Work History
Tier 2, Technical Support
Concentrix
08.2024 - Current
- Assist users with technical issues, enhancing satisfaction and reducing resolution time.
- Exceed KPIs through effective communication and timely solutions.
- Mentor team members, fostering a supportive learning environment.
- Listen to customer needs, building rapport and improving service experience.
- Log calls and complete case notes, ensuring accurate documentation.
- Analyzed user feedback to streamline support processes, leading to measurable improvements in customer satisfaction ratings.
- Mentored junior team members, providing knowledge and improving overall team performance.
- Engaged with customers to clarify requirements, maximizing opportunities for upselling support services and driving revenue growth.
- Demonstrated patience and empathy while addressing customer concerns, significantly strengthening rapport and trust.
- Recently promoted to Tier 2 (Next Level Help) to assist colleagues and clients with more complex issues involving more advanced troubleshooting techniques and tools.
Supervisor / Advisor
Conduent Business Services
09.2021 - 06.2024
- Led remote team of 20, boosting productivity and morale through coaching and evaluations.
- Promoted to supervisor in less than 2 years due to performance, recognized as top performer.
- Provided technical support in high-volume call center, enhancing workflow efficiency.
- Mentored new hires, fostering a collaborative and supportive team environment.
- Fostered a culture of open communication, leading to improved team dynamics and a noticeable increase in project completion rates.
- Analyzed team performance metrics to identify training needs, resulting in targeted coaching that elevated overall team effectiveness.
- Provided continuous mentorship to team members, cultivating a supportive work environment that encouraged professional growth.
- REMOTE
Advanced Repair Agent
Best Buy / Geek Squad
11.2015 - 08.2021
- Delivered in-store tech support and repairs for software/hardware issues.
- Performed O/S installs, virus removals, data recovery, and iPhone repairs.
- Trained new technicians on advanced repair techniques. Diagnosed and resolved technical issues efficiently, leading to reduced turnaround times and enhanced service delivery. Mentored junior technicians, fostering a collaborative environment that improved team performance and skill development.
Education
High School Diploma -
Caddo Magnet High School
Shreveport, LA08.1991
Skills
- Windows
- MacOS
- Linux
- Salesforce
- Slack
- O/S installs
- Communication
- Multi-tasking
- Team Management
- CRM
- Leadership
- Troubleshooting
Timeline
Tier 2, Technical Support
Concentrix
08.2024 - Current
Supervisor / Advisor
Conduent Business Services
09.2021 - 06.2024
Advanced Repair Agent
Best Buy / Geek Squad
11.2015 - 08.2021
High School Diploma -
Caddo Magnet High School
Courses
- AUG 2023 - DEC 2023: CompTIA Tech+ (FC0-U71) at Total
- AUG 2021 - DEC 2021: NEXT.JS/React Native/ Typescript at Udemy
- OCT 2017 - NOV 2017: Professional Ruby On Rails Developer at Udemy
- OCT 2015 - NOV 2015: BDD With Ruby On Rails at Udemy
Links
Linked In