Danielle Nelson
ADT Security
HAMMOND,IN
10
years of professional experience
Dedicated Technical Support and Customer Service professional with 10 years of experience in remote troubleshooting and account management within high-volume call centers. Recognized for technical expertise and commitment to customer satisfaction. Currently pursuing a Master of Science in Information Technology & Networking, ready to leverage technical knowledge and problem-solving skills to enhance customer experiences.
Work History
Account Retention Specialist
7 Months- Resolved escalated technical issues involving residential security systems, equipment, and connectivity.
- Guided customers through advanced troubleshooting procedures to restore system functionality.
- Worked closely with field technicians and internal support teams to resolve complex technical issues.
- Utilized Salesforce, Avaya, and Microsoft Teams to manage customer interactions and technical case documentation.
- Delivered professional technical support while maintaining productivity and quality expectations.
Tier III Technical Support Specialist
1 Year- Resolved escalated technical issues involving residential security systems, equipment, and connectivity.
- Guided customers through advanced troubleshooting procedures to restore system functionality.
- Worked closely with field technicians and internal support teams to resolve complex technical issues.
- Utilized Salesforce, Avaya, and Microsoft Teams to manage customer interactions and technical case documentation.
- Delivered professional technical support while maintaining productivity and quality expectations.
Technical Support Specialist
1 Year- Delivered exceptional customer service while managing a high volume of inbound support calls.
- Diagnosed hardware, software, and connectivity issues, guiding customers through effective troubleshooting steps to restore service.
- Provided remote technical support for residential security systems, equipment setup, and account services.
- Provided exceptional customer service while managing high volume of inbound support calls, ensuring customer satisfaction and swift issue resolution.
- Escalated complex issues to ensure timely resolution.
Tier III Technical Support Advisor
3 Years 11 Months- Delivered advanced remote technical support for macOS devices, diagnosing and resolving hardware, software, operating system, and connectivity issues.
- Assisted 40–60 customers daily, delivering exceptional service in high-volume call center environment.
- Guided customers through advanced troubleshooting with clear, easy-to-understand instructions, enhancing their technical understanding.
- Collaborated with internal support teams to escalate and resolve complex customer concerns.
- Collaborated with internal support teams to escalate and resolve complex customer concerns, ensuring swift issue resolution.
- Consistently met quality, productivity, and customer satisfaction goals.
Technical Advisor
2 Years- Delivered remote phone support to Apple customers on iPhone, Apple Watch, Apple ID, iTunes, billing, and account inquiries, ensuring customer satisfaction.
- Educated customers on Apple products, services, warranties, and troubleshooting steps.
- Resolved customer concerns while maintaining professionalism and empathy during every interaction.
- Documented customer interactions and resolutions in internal systems to facilitate knowledge sharing and improve service quality.
- Achieved performance goals in a fast-paced remote call center environment, contributing to team success.
Education
Master of Science - Information Technology & Networking
Bachelor of Science - Information Technology & Networking
Associate of Applied Science - Information And Computer Systems
Skills
Account Retention
Technical support
CRM Management
CRM software
Call Center Operations
Remote Support Techniques
Technical System Knowledge
Microsoft Teams
Avaya
Data Management
Windows OS
Microsoft Office
Google Workspace
Customer service
Conflict Resolution
Team Collaboration
Timeline
Account Retention Specialist
ADT Security
07.2023 - 02.2024Read More
Tier III Technical Support Specialist
ADT Security
07.2022 - 07.2023Read More
Technical Support Specialist
ADT Security
07.2021 - 07.2022Read More
Tier III Technical Support Advisor
Conduent – Apple Support Program
04.2016 - 03.2020Read More
Technical Advisor
Conduent – Apple Support Program
03.2014 - 03.2016Read More
Keller Graduate School of Management – DeVry University
Master of Science from Information Technology & Networking
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DeVry University
Bachelor of Science from Information Technology & Networking
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DeVry University
Associate of Applied Science from Information And Computer Systems
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