Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Chariti Small

American Fork

Summary

Loyal, hardworking, responsible and accountable. Tier 1 Technical Support Representative with experience in quality assurance and customer service/help desk. I have helped teams produce exceptional products by offering in-depth quality assurance support. I have five years experience and success reviewing features and assessing functionality to identify common and complex software problems or agent error. I am an open and clear communicator with good multitasking skills, an organized nature, and strong attention to detail. I come to work willing and ready with a confident positive attitude!

Overview

22
22
years of professional experience
1
1
Certification

Work History

Tier 1 Technical Support Representative

Weave
01.2025 - Current
  • Provide remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improve customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolve complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintain a high level of expertise on company products, ensuring accurate information is provided to customers at all times.
  • Document customer interactions in detail within the case management system, ensuring comprehensive records are maintained for future reference.
  • Continuously updating personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
  • Conduct comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
  • Collaborate with teammates to identify recurring issues and develop long-term solutions.
  • Deliver exceptional phone support, maintaining patience and understanding while addressing client concerns.
  • Maintain detailed records of customer interactions, noting solutions provided for future reference.

Software Tester

Loveland Innovations
11.2017 - 04.2019
  • Improved software quality by executing thorough test cases and identifying critical defects.
  • Fostered a productive and collaborative work environment that emphasized continuous learning and improvement.
  • Wrote and optimized test cases to maximize success of manual software testing with consistent, thorough approaches.
  • Developed, implemented and maintained automated testware for scripts, functions and programs to boost testing efficiency.
  • Enhanced user experience by conducting usability testing and providing actionable feedback to the development team.
  • Experience using a ticketing system to keep track of all services needed and provided. (Trello)
  • Established practical test strategies that aligned with project requirements while adhering to strict deadlines, contributing to successful releases without delay.

Customer Service Quality Assurance

Xactware
04.2003 - 06.2005
  • Streamlined processes by recommending and implementing changes to the company''s customer service policies and procedures.
  • Enhanced customer satisfaction by analyzing service quality metrics and identifying areas for improvement.
  • Supported departmental goals through participation in cross-functional teams aimed at improving overall business performance.
  • Collaborated with management to develop training programs that focused on improving agent performance and overall service quality.
  • Boosted customer retention through regular monitoring of customer interactions and providing feedback to agents.
  • Increased first-call resolution rates by closely examining call recordings, pinpointing inefficiencies, and suggesting solutions.
  • Assisted in the development of new policies and procedures aimed at enhancing customer support operations.

Education

High School Diploma -

Timpanogos High School
05.1998

Skills

  • Technical Support
  • Incident management
  • Active listening
  • Performance Testing
  • Defect Tracking and Reporting
  • Documentation skills
  • Quality Assurance
  • System Troubleshooting

Accomplishments

    I successfully studied for and received my Small Unmanned Aircraft System Certification (SUAS), Part 107, in 2017.

Certification

Part 107 Certification

Timeline

Tier 1 Technical Support Representative

Weave
01.2025 - Current

Software Tester

Loveland Innovations
11.2017 - 04.2019

Customer Service Quality Assurance

Xactware
04.2003 - 06.2005

High School Diploma -

Timpanogos High School

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Chariti Small