Jacqueline Burress
Greensboro,NC
Summary
Dedicated professional with demonstrated strengths in customer service, technical support, and time management. With skills in troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Detail-oriented, offering skills in supporting users with technical knowledge and troubleshooting.
Overview
9
9
years of professional experience
Work History
Website Developer
Urbane Societies
06.2014 - Current
- Optimized sites by tracking data, identifying inefficiencies and quickly resolving problems
- Supported users by quickly resolving access, usability and performance issues
- Multi-tasked across multiple functions and roles to meet deadlines and organizational expectations.
- Designed, implemented and monitored web pages, plugins and functionality for continuous improvement.
- Adapted websites to match changing user preferences and client demands with regular updates
Small Business Owner
Waisted W/Nicki
10.2020 - 03.2023
- Built a real-time interactive site with scheduling, memberships, contact database, Live Chat customer assistance and paywall accepting all major card payments
- Oversaw company finances with a well-organized accounting system and strong financial controls for meeting budget targets
- Adapted business operations for changing demands based on knowledge of industry and market trends
- Conducted research on new markets, products and technology to improve service offering
- Promoted company through social media, live events and other publicity media to increase brand awareness
- Maintained high customer satisfaction ratings with a well-trained, empowered team taught to go above-and-beyond with service.
Apple Technical Advisor
Kelly Services
05.2018 - 02.2019
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Used an internal work order management system to track, complete and document tickets
- Resolved most calls with first contact and escalated remaining calls to appropriate personnel for swift handling
- Protected confidential customer information with consistent use of established security protocols.
Tier 2 Technical Support Representative
Support.com - Comcast
07.2016 - 05.2017
- Answered user inquiries regarding computer & cable software or hardware operations to solve problems
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems or to provide technical assistance and support
- Maintain a high level of customer satisfaction with focus on first call resolution.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
Education
Associate in Engineering Technology - Computer Engineering Technology
Taylor Business Institute
Manhattan, NY08.2006
General Education -
Harrisonburg High
06.2004
Skills
- Word
- Microsoft Office
- Google Drive
- Wix Website Development
- Wix Design
- Point of Sale (POS) Systems
- Network Configuration
- API Integration
- Wireless Networking
- Software Installation and Support
- Diagnostic Testing
- Analytical Thinking and Problem Solving Skills
- Task Prioritization
- Rapport Building
- Domain Knowledge
- CRM software
- Amazon Web Services
- Website Optimization
- Web Development Projects
- Account Updating
- Appointment Scheduling
- Complaint Resolution
- Quality Control
- Remote Technical Support
- Product Reliability
- Hardware Installation
Timeline
Small Business Owner
Waisted W/Nicki
10.2020 - 03.2023
Apple Technical Advisor
Kelly Services
05.2018 - 02.2019
Tier 2 Technical Support Representative
Support.com - Comcast
07.2016 - 05.2017
Website Developer
Urbane Societies
06.2014 - Current
Associate in Engineering Technology - Computer Engineering Technology
Taylor Business Institute
General Education -
Harrisonburg High
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