Erica Criswell
Alington
Summary
Technical support professional bringing valuable experience to role. Known for effectively resolving technical issues and enhancing user experiences. Highly collaborative, with strong focus on team synergy and adaptability. Skilled in diagnosing and addressing technical challenges with proficiency and reliability.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Charles Schwab
12.2022 - 01.2026
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Chat Support Representative/ Operations
TD Ameritrade
09.2000 - 12.2022
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Implemented feedback from management to continually improve performance metrics within the chat support team.
- Trained new chat support specialists, fostering a supportive work environment that encouraged growth and development.
Tier 1 Technical Support Representative
GM Financial
11.2018 - 08.2020
- Reduced call resolution time by effectively troubleshooting software and hardware problems.
- Conducted comprehensive diagnostic tests to pinpoint underlying causes of reported issues.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Guided customers through software updates and troubleshooting processes patiently, ensuring they were confident about using their Apple devices.
Education
Information Technology - Information Systems Security
Tarrant County College District
Fort Worth, TXSkills
- Upselling and Cross Selling
- Inbound and Outbound Calling
- Remote IT implementation
- Typing Proficiency 60WPM
- Live Chat Support
- Network Connectivity
- Technical Support
- Call Monitoring
- Software Knowledge
- Client Relationship Building
- Call Center Experience
- Ticket Management
- Technical troubleshooting
- Technical support
- Product troubleshooting
- Remote support
- Call center operations
- Customer service expert
Certification
- Cybersecurity Certification : Cybersecurity Certification
- Tarrant County College District
- Fort Worth, TX
Timeline
Technical Support Representative
Charles Schwab
12.2022 - 01.2026
Tier 1 Technical Support Representative
GM Financial
11.2018 - 08.2020
Chat Support Representative/ Operations
TD Ameritrade
09.2000 - 12.2022
Information Technology - Information Systems Security
Tarrant County College District