Cassandra L. Estes
Boise,ID
Summary
Qualified Advanced Technical Support Specialist with six years of help desk and customer service experience. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
12
12
years of professional experience
Work History
Tier 1 Technical Support Specialist
HydroPoint
05.2022 - 05.2023
- Collaborated with vendors to locate replacement components.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Resolved customer complaints and addressed emergency requests and needs.
Answering Service Operator
Anywhere Works
01.2021 - 05.2022
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Maintained high level of customer service through friendly and polite demeanor.
- Relayed and transcribed written and verbal messages to personnel.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
Tier 2 Technical Support Specialist
SimpliSafe, Sykes Enterprises Inc
06.2019 - 01.2021
- Responded to maintenance calls and troubleshot devices.
- Communicated effectively with customers, answering questions and concerns regarding systems.
- Advised customers on system upgrade opportunities, presenting cost and benefit documentation on prospective enhancements.
- Maintained accurate records of customer service calls and inputted all information into company's database.
Tier 2 Technical Support Specialist
Google Nest, Sykes Enterprises Inc
11.2017 - 06.2019
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Tier 2 Technical Support Specialist
Conduent
08.2017 - 10.2017
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep product operational.
- Guided customers through ongoing or multifaceted technical issues to research long-term solutions.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Assisted customers in determining cellular phone needs by asking open-ended questions, clarifying advantages and disadvantages of each product and explaining products by ratings.
Customer Service Representative
Delaware North Company
06.2016 - 08.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Greet customers when entering or leaving establishment.
- Maintained up to date knowledge of product and service changes.
- Handled customer inquiries and suggestions courteously and professionally.
Event Specialist
Mystic Spirits
01.2011 - 06.2016
- Interfaced with clients to understand event objectives.
- Negotiated and worked with venues and vendors to carry out event objectives.
- Improved program productivity by closely monitoring performance and trends.
- Determined root causes of problems with systematic approach and developed new ideas to overcome obstacles.
Education
GED -
Camp Shelby Youth Challenge Academy (YCP)
Hattiesburg, MS12.2010
Skills
- Troubleshooting and Diagnosing
- Excellent written and verbal communication
- Highly motivated and self-sufficient
- Phone & Email Technical Support
- High-Volume Environments
- Typing speed of 65 WPM
Volunteering Experience
Turd Nerd - Boise, ID
06/2020 to Present
- Provided dogs with exercise and fresh air to promote dog health.
- Made owners comfortable with care by following instructions and meeting dog needs.
- Cleaned up after dogs and properly disposed of waste to keep community clean and free of potential hazards.
The Arc of Mississippi - Hattiesburg, MS
07/2010 to 12/2010
- Created positive and inclusive classroom environment by helping students develop social skills and relationships.
- Responded to emergency situations to resolve immediate safety concerns or direct appropriate personnel for resolution.
- Adapted equipment and technology, boosting student engagement and motivation.
Timeline
Tier 1 Technical Support Specialist
HydroPoint
05.2022 - 05.2023
Answering Service Operator
Anywhere Works
01.2021 - 05.2022
Tier 2 Technical Support Specialist
SimpliSafe, Sykes Enterprises Inc
06.2019 - 01.2021
Tier 2 Technical Support Specialist
Google Nest, Sykes Enterprises Inc
11.2017 - 06.2019
Tier 2 Technical Support Specialist
Conduent
08.2017 - 10.2017
Customer Service Representative
Delaware North Company
06.2016 - 08.2017
Event Specialist
Mystic Spirits
01.2011 - 06.2016
GED -
Camp Shelby Youth Challenge Academy (YCP)
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