Cheyenne Gillingham
Houston
Summary
Technical support and customer service expert with 20 years of experience seeking a technical support or customer service position.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Technical Support Representative
Daktronics
Remote
02.2023 - 10.2025
- Resolved technical issues for clients using Daktronics products, ensuring timely and effective support.
- Documented customer interactions and solutions in Salesforce system, maintaining accurate records for future reference.
- Created training materials in Salesforce knowledge base for other representatives
Technical Support Manager
Sentrics
Remote
12.2006 - 09.2021
- Led technical support team to resolve customer issues efficiently and effectively.
- Conducted weekly one-on-one meetings with employees.
- Developed and conducted training programs for end-users and technicians.
- Developed a knowledge base (Salesforce) for internal technician use.
- Managed escalations by coordinating with cross-functional teams to achieve timely resolutions.
- Analyzed support metrics (via Five9 and Salesforce software) to identify trends and optimize resource allocation.
Customer Service Supervisor
TDS
Madison, WI
02.1999 - 06.2004
- Supervised daily operations and maintained customer service standards and policies.
- Trained and mentored staff, enhancing team performance and service quality.
- Monitored key performance indicators and conducted regular assessments for continuous improvement.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
Education
Associate of Arts - Business Administration
Western International University, Axia College
Online12-2005
Skills
- Technical troubleshooting
- Remote support
- Salesforce
- Call center operations
- Technical documentation
Certification
- Comptia A+
- Comptia Network+
Timeline
Technical Support Representative
Daktronics
02.2023 - 10.2025
Technical Support Manager
Sentrics
12.2006 - 09.2021
Customer Service Supervisor
TDS
02.1999 - 06.2004
Associate of Arts - Business Administration
Western International University, Axia College
Employee of the year, 2006 at Sentrics
I was selected as the 2006 employee of the year at Sentrics (then known as Tel-Tron) for my work developing a knowledge base and managing the technical support department.