Carla Geddes
Overview
7
7
years of professional experience
Work History
Customer Support/Technical Support IOS/Android/Web
HealthTap (TeleHealth) Start-Up
06.2021 - 09.2023
- Managed high volumes of customer support requests via email, live chat, and phone with empathy and logical reasoning
- Primary point of contact for all support-related inquiries, establishing a positive tone
- Responded promptly to voicemail, live chat, and email requests from Patients, Doctors, and pharmacies
- Conducted triage for support requests, resolving billing issues, refunds, chargebacks, BBB complaints, and implementing retention strategies
- Delivered exceptional customer service, managing patient appointments, conducting reminder/follow-up calls, and providing proactive support
- Assisted members in connecting with providers, handling escalations, and ensuring compliance with relevant laws and policies
- Provided top-notch technical support for IOS/Android/iPad/Mac/Windows devices, creating Jira tickets for bug reports.
Technical Support Specialist (Company Closed)
Seven Hugs Smart Remote (contract)
02.2021 - 07.2021
- Provided technical support for various devices through Bluetooth, Wi-Fi, and IR technology
- Managed a high volume of customer support requests via email, establishing a positive experience
- Identified and delivered creative troubleshooting workarounds for complex issues
- Documented and reproduced new issues, escalating business-side problems to extended teams
- Participated in ongoing process and policy improvements, collecting and surfacing product issues/feedback.
Content Moderator - Contract
Reddit (Start-Up)
San Francisco
12.2019 - 12.2020
- Reviewed user-generated content against community guidelines
- Crafted well-written responses with empathy and patience
- Achieved daily goals for solved tickets without compromising the customer experience
- Removed imposter accounts, proposed rules to prevent account abuse, and stayed current on trends
- Contributed to increasing trust and leveraged data to improve account integrity.
Senior Customer Support/Technical Support
Underground Cellar Wine Start-Up (company closed)
San Francisco, CA
06.2018 - 11.2019
- Responded to support tickets and phone calls for billing, logistics, and de-escalation
- Resolved inventory errors, identified patterns across support channels, and facilitated retention strategies
- Delivered outstanding technical support via phone, email, and chat, taking ownership of timely solutions.
Technical Support (Dolby Atmos IOS/Android/Web)
DOLBY
San Francisco, CA
12.2016 - 12.2017
- Troubleshooted technical issues with TVs and streaming players
- Managed a high volume of customer support requests via email, setting a positive tone
- Documented interactions and collaborated with internal teams to represent customer needs
- Provided support across multiple channels and communicated insights to product, development, and marketing teams.
Trust and Safety Content Moderator (Contract)
NBC Rotten Tomatoes
- Reviewed user-generated content for compliance with community guidelines
- Classified sensitive content and created reports on observed trends
- Provided insightful input for process and tool improvements
- Addressed a high number of tickets, supported reviews, and evaluated user-generated content
- Crafted well-written responses and contributed to overall tech support
- Removed imposter accounts, banned accounts for abusive behavior, and proposed rules to prevent account abuse
- Stayed current on trends, identified risks, and contributed to increasing trust.
Education
Bachelor's in Psychology - Applied Psychology
SAN FRANCISCO STATE UNIVERSITY
Skills
- Zendesk
- Salesforce
- Jira
- Confluence
- Active Directory
- Slack
- Outlook
- Atlassian
- SalesForce
- Yammer
- Voxco
- SAP
- PayPal
- Help Scout
- Asana
- Microsoft Word
- PowerPoint
- CRM
- Sap
- Photoshop
- Google Docs
- Dropbox
- Jagged peak
- Google Drive
- Snag It
- RMA's
- DCL
- Shopify
- MailChimp
- OKTA
- Hubble
- Mix Panel
- Hootsuite
- Jumio
- Sift
- Box
- Sonar
- Django
- Twilo
- Zopim
- SendGrid
- Reflecktive
- Bluetooth-enabled devices
- TVs
- Streaming players
- Android TV
- Google TV
- Apple TV
- Chromecast
- Amazon Fire Tablets
- Apple iPhones
- IPads
- Android smartphones
- Tablets
- Apple AirPlay
- Roku
- Xbox
- Google Play Store
- IOS
- Media Streaming Services
- Android
- Mac and PC devices
- Trello
- Airtable
- PlayStation
- Smart devices
- Software Troubleshooting
- Inventory Management
- CRM Software
- Troubleshooting and Diagnosis
- Hardware Troubleshooting
Websites
Timeline
Customer Support/Technical Support IOS/Android/Web
HealthTap (TeleHealth) Start-Up
06.2021 - 09.2023
Technical Support Specialist (Company Closed)
Seven Hugs Smart Remote (contract)
02.2021 - 07.2021
Content Moderator - Contract
Reddit (Start-Up)
12.2019 - 12.2020
Senior Customer Support/Technical Support
Underground Cellar Wine Start-Up (company closed)
06.2018 - 11.2019
Technical Support (Dolby Atmos IOS/Android/Web)
DOLBY
12.2016 - 12.2017
Trust and Safety Content Moderator (Contract)
NBC Rotten Tomatoes
Bachelor's in Psychology - Applied Psychology
SAN FRANCISCO STATE UNIVERSITY