Summary
Overview
Work History
Education
Skills
Timeline
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Chelsea DeNicholas

Denver,CO

Summary

Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Passionate about promoting long lasting relationships with clients and maximizing the value derived from the product.

Overview

10
10
years of professional experience

Work History

Level 2 Technical Support Representative

StyleSeat
08.2021 - Current
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Set new standard for ticket resolutions, averaging 20% above the daily stretch goal.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Monitored systems in operation and quickly troubleshot errors.
  • Translated complex technical issues into digestible language for non-technical users.
  • Assisted with updating technical support best practices for use by team.
  • Researched product and issue resolution tactics to address customer concerns.

Educational Assistant Teacher

La Cañada Prep
01.2021 - 05.2021
  • Provided one-on-one and group-based learning support focused on student progress.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Assisted in lessons, curriculum and homework planning.
  • Supported student physical, mental, and social development using classroom games and activities.

Shift Leader

Blue Jam Cafe
01.2018 - 01.2021
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Shift Supervisor

Coffee Bean & Tea Leaf
07.2013 - 01.2018
  • Trained new employees and delegated daily tasks and responsibilities.
  • Completed store opening and closing procedures and balanced tills.
  • Fostered growth to becoming the highest volume store in district.
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Responded to and resolved customer questions and concerns.

Education

Bachelor of Arts - Linguistics

California State University Northridge
Northridge
04.2022

Skills

  • Outstanding written and verbal communication skills
  • Strong multitasking and organization skills
  • Proficient in Jira, SQL, Zendesk, Salesforce, and MS Office
  • Acquire and maintain thorough understanding of business model, system, and tools needed to optimize system use and maximize impact to users
  • Promoting long-lasting partnerships and delivering custom ROI analysis for client base
  • Utilize problem-solving and people skills to help save customers time and resources
  • Provide clients confidence to understand, use, and evangelize product
  • Strong collaboration skills, ability to connect with other teams to escalate client cases and solve complex customer problems

Timeline

Level 2 Technical Support Representative

StyleSeat
08.2021 - Current

Educational Assistant Teacher

La Cañada Prep
01.2021 - 05.2021

Shift Leader

Blue Jam Cafe
01.2018 - 01.2021

Shift Supervisor

Coffee Bean & Tea Leaf
07.2013 - 01.2018

Bachelor of Arts - Linguistics

California State University Northridge

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Chelsea DeNicholas