Open To Work
JADE L. HEITZ
Greenshades Software
Jacksonville
Work Preference
Desired Job Title
Technical Support Agent Team LeadTechnical Support AgentAnimal Care ExpertInternal Service Writer Assistant
Work Type
Full Time
Location Preference
HybridRemote
Location:
Jacksonville, US
Open to relocation:
No
7
years of professional experience
Dynamic leader with a proven track record of fostering high-performing teams and enhancing workplace productivity. Expertise in swiftly addressing challenges and resolving issues to ensure seamless workflows. Committed to mentoring individuals to reach their full potential while creating a collaborative and supportive work environment. Passionate about driving team success through effective training and development initiatives.
Work History
Technical Support Agent Team Lead
1 Year 6 Months- Managed over the LV I Technical Support Agents while still assuming most client facing LV I duties
- Took client calls and helped answer questions and solve problems
- Answered client emails to help answer questions and solve issues
- Handled upset or elevated client issues to maintain client retention and satisfaction
- Developed training materials and conducted workshops to improve team performance and knowledge retention.
- Worked with a team to get bigger projects done in a timely manner
- Analyzed support metrics to assess team performance and implement strategies for continuous improvement.
- Mentored new team members, ensuring a seamless onboarding process and fostering team cohesion.
- Participated in regular performance review meetings, identifying areas of improvement and implementing action plans to enhance service delivery standards consistently.
- Led troubleshooting efforts for complex technical issues, enhancing customer satisfaction and retention.
- Coordinated workflows and managed queue staffing
- Communicate and resolve internal issues with the team and answer questions as needed
Technical Support Agent
2 Years 7 Months- Provided technical support for software issues, enhancing user satisfaction and reducing ticket resolution time
- Collaborated with development teams to troubleshoot software bugs, ensuring timely solutions and optimal performance.
- Answered large volumes of client emails to help answer questions and solve issues
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Trained new support agents on processes and tools, fostering a knowledgeable team environment and improving service quality
- Answered chat support inquiries in a timely manner
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Educated customers on product features and usage, fostering a positive relationship between the company and its clients.
Animal Care Expert
2 Years 9 Months- Maintained and efficiently cleaned and stocked the store
- Excellent interpersonal communication
- Unloaded pallets of heavy stock
- Trained new staff on animal handling techniques and care protocols to promote safety and efficiency.
- Provided daily care and enrichment for various animal species, ensuring optimal health and well-being.
- Implemented inventory management practices for pet supplies, reducing waste and improving stock accuracy.
- Managed cash drawer, balancing daily sales and maintaining accurate financial records.
Internal Service Writer Assistant
3 Months- Sorted and structured customer files, ensuring accurate and up-to-date information management.
- Executed data entry of part and serial numbers into computer databases to maintain precise records.
- Crafted and organized labels for efficient customer file management.
- Executed systematic file shuffling and organization to maintain efficient storage in filing cabinets.
- Maintained accurate records through diligent data entry and document management practices.
Education
Diploma
Graduated 2018
Skills
Remote support
Ticket management
Software installation
Customer service
Team leadership
Time management
Escalation handling
Data entry
Timeline
Technical Support Agent Team Lead
Greenshades Software
12.2024 - CurrentRead More
Technical Support Agent
Greenshades Software
05.2022 - 12.2024Read More
Animal Care Expert
PetSupermarket
08.2019 - 05.2022Read More
Internal Service Writer Assistant
General RV
05.2019 - 08.2019Read More
Ridgeview Highschool
Diploma
Read More