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
San Francisco, CA (remote)
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
La Cañada Flintridge, CA
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
Woodland Hills, CA
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
Canoga Park, CA
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
Northridge04.2022
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