Haley Poe
Eupora,MS
Summary
Dynamic Senior Technical Support Representative with a proven track record at KellyConnect, excelling in problem resolution and customer support. Recognized for enhancing customer satisfaction through advanced troubleshooting and empathetic service. Skilled in remote support and customer oriented support of many levels, consistently exceeding performance metrics while fostering positive customer experiences.
Overview
16
16
years of professional experience
Work History
Senior Technical Support Representative
KellyConnect
01.2019 - Current
- I provided senior level technical and customer support for Apple customers with complex software and hardware issues as well as billing and media related issues.
- Conducted root cause analysis for critical incidents, leading to long-term fixes that minimized
- Streamlined ticket resolution process for improved response times and overall customer experience.
- Provided exceptional customer service by maintaining a high level of professionalism and empathy during all interactions.
- Enhanced customer satisfaction by resolving complex technical issues efficiently and effectively.
- Diagnosed and troubleshot hardware, software and network issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Representative
Sykes Inc
03.2017 - 08.2018
- I worked with customers calling into Office Depot for sales and support issues
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Assistant Manager
HEK, Inc
01.2009 - 03.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Education
Eupora High School
Skills
- Remote support
- Problem resolution
- Customer support
- Training and mentoring
- Application support
- System diagnostics
- Operating systems
- Advanced troubleshooting
- Customer service
- Application troubleshooting
- Troubleshooting and diagnosis
- Problem-solving
- Microsoft windows and office
- Multitasking Abilities
- Active listening
Timeline
Senior Technical Support Representative
KellyConnect
01.2019 - Current
Customer Service Representative
Sykes Inc
03.2017 - 08.2018
Assistant Manager
HEK, Inc
01.2009 - 03.2017
Eupora High School
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