Elizabeth Schnaufer
Reynoldsburg,OH
Summary
Detail-oriented professional with an Associate's degree in Computer Science, complemented by certifications in Data Analytics and Bartending. Proven ability to leverage technical knowledge to troubleshoot software and hardware issues, ensuring optimal user experiences. Skilled in data analysis and interpretation, with a strong aptitude for problem-solving and communication. Experienced in providing exceptional customer support, effectively addressing inquiries and resolving conflicts. Adept at working in fast-paced environments, demonstrating a blend of analytical thinking and interpersonal skills. Seeking to contribute to a dynamic user support team by utilizing my technical expertise and commitment to customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
User Support Specialist
N2y
07.2023 - Current
- Provided support for website solutions to teachers via primarily chat and secondarily email and phone.
- Assisted in collecting effective information to report errors and create troubleshooting steps to solve them.
- Reached out to users to ensure they took full advantages of the provided services and answer any further questions they may have
- Created materials to assist with providing more timely and concise solutions to any user issues
- Self-motivated, with a strong sense of personal responsibility, maintaining CSAT score of 98.4 or greater
Admin
WelGard
05.2021 - 09.2021
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Processed paperwork to determine eligibility for coverage and sent information to potential clients regarding decisions.
- Reviewed files, records and other documents to obtain information to respond to requests.
Call Center Assistant
EPIQ
08.2020 - 05.2021
- Participated in multiple campaigns via phone service reading government regulated scripts to inbound and outbound callers, ranging from 5 minutes to 1 hour.
- Managed high call volumes daily while maintaining a positive attitude and commitment to excellent service delivery.
- Handled escalated calls professionally, diffusing tense situations while providing satisfactory resolutions for customers.
Team Lead
Subway
10.2018 - 03.2020
- Assisted customers in choosing menu items by providing food complementing information, established strong relationships, resulting in frequent repeat customers.
- Trained new team members by relaying information on company
procedures and safety requirements.
Education
Associate of Applied Science - Computer Science
Columbus State Community College
Columbus OH06.2023
High School Diploma -
Flex High
Columbus, OH06.2020
Skills
- Versed in Google Suite and Microsoft Office 365
- Active listening and customer service abilities
- Critical Thinking
- High level attention to detail
- Proactive and creative problem solving
- Remote Support
Additional Information
Continuing education in artificial intelligence and virtual reality
Certification
- Completed Google Data Analytics Certification
- Received Ohio Bartending License
Timeline
User Support Specialist
N2y
07.2023 - Current
Admin
WelGard
05.2021 - 09.2021
Call Center Assistant
EPIQ
08.2020 - 05.2021
Team Lead
Subway
10.2018 - 03.2020
Associate of Applied Science - Computer Science
Columbus State Community College
High School Diploma -
Flex High
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