GALE PEACH
Horseshoe Bend,AR
Summary
Flexible Professional w/Extensive Microsoft Office, computer hardware, and customer service.
Overview
11
11
years of professional experience
Work History
Senior Advisor
Kelly Services
Horseshoe Bend, AR
03.2020 - Current
- Resolved customer complaints promptly and efficiently.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Ensured compliance with corporate security policies at all times.
- Diagnosed hardware and software problems related to customer's environment.
- Provided support to customers via telephone, email and online chat.
- Participated in regular team meetings for status updates and brainstorming ideas.
- Identified, researched and resolved technical issues for customers.
- Resolved escalated cases from junior team members in a timely fashion.
Customer Service Representative
Vivint Smart
01.2018 - 01.2020
- Our Support Specialists take inbound and outbound calls from new customers and provides world-class customer service
- Every customer call is handled with excitement and the intent to go above and beyond
- To ensure the customer has a smooth, positive transition from the point of sale to installing their equipment
- Working in this fast-paced position will provide insight into the sales process
- Vivint systems and provide valuable communication skills that will help you succeed in any work setting.
Customer Service Representative
Teletech Corp.
01.2016 - 01.2018
- Process incoming calls from customers for their FSA accounts
- Answer customer questions on why their claims were denied or if they need to validate claims that have already been processed
- Billing applications used include SAMS, First Data, and Registration Admin just to name a few
- Other applications used are Avaya, workbench, Pidgin, and VPN.
Remote Service Technician
Support.com, INC
01.2015 - 01.2016
- Process incoming calls from customers for Comcast wireless gateway support
- Troubleshoot modem, computer and connection issues
- Billing applications used include Vision and Einstein
- Other applications used are Avaya, SDCI workbench, Spark, and VPN.
Seasonal Customer Service Representative
Amazon
01.2014
- Process incoming calls and chat room questions from customers
- Assist customers locating and tracking lost purchases
- Applying credits and refunds to purchases.
Apple Senior Advisor
Kelly Connect
- Interacting with hundreds of callers daily and using techniques like active listening and critical thinking to bring resolutions to a wide array of customer service inquiries
- Actively resolving complaints and concerns within the queue
- Investigating billing & fraudulent activity concerns
- Processing account requests
- Providing guidance with product features & properly diagnosing hardware/software issues
- Screen sharing to resolve technical issues as needed
- Coordinating appointments for further troubleshooting & maintenance
- Researching articles and work instructions to efficiently resolve inquiries
- Properly documenting notes and effectively summarizing conversation details
- Openly accept feedback, coaching & training to further develop skills
Education
Bachelor of Science / Business Administration -
Thomas Edison State College
01.2005
Associate in Science / Accounting Technology -
Edison Community College
01.2001
Associate in Arts / Business Administration -
Edison Community College
01.2001
Certificate in Technical Support -
Sony University
01.1998
Skills
- Help desk assistance
- Printers and Peripherals Installation
- Network Operating Systems
- Remote Support
- Computer configurations
- Software Installation
- Customer Service
- Advanced troubleshooting
- Technical Support
- Hardware Installation
- Apple iOS
- Help Desk Support
Coursework
- Financial Accounting I & II
- Peachtree Accounting
- Managerial Accounting
Timeline
Senior Advisor
Kelly Services
03.2020 - Current
Customer Service Representative
Vivint Smart
01.2018 - 01.2020
Customer Service Representative
Teletech Corp.
01.2016 - 01.2018
Remote Service Technician
Support.com, INC
01.2015 - 01.2016
Seasonal Customer Service Representative
Amazon
01.2014
Apple Senior Advisor
Kelly Connect
Bachelor of Science / Business Administration -
Thomas Edison State College
Associate in Science / Accounting Technology -
Edison Community College
Associate in Arts / Business Administration -
Edison Community College
Certificate in Technical Support -
Sony University
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