Jessie D. Fallins
Firestone,CO
Summary
Strategic planner and operational leader with strong background Improving the performance, productivity, efficiency, and profitability of organizational operations. Resourceful team player and fast learner seeking to leverage background into a database administrator role with a progressive organization. Detail-oriented leadership with great communication and computer skills and a track record of executing maintenance program proficiencies to exceed operational goals.
Overview
9
9
years of professional experience
Work History
11.2017 - 04.2024
- 7 Intouch (Instacart Project) -Taking inbound calls from customers regarding their grocery orders -Speaking with drivers, troubleshooting applications and escalating pay issues
- Confirming order status, refunds, and items for customers
3 Support Specialist
DoorDash
06.2020 - 12.2020
- Assisted consumers with refunds, redeliveries, or filing an incident report via phone -assisted tier 1 with multiple resolutions or guidance to a result -assisted supervisor with technical issues within the system as well as evaluate calls from peers -assisted with evaluations of multiple calls and reviews of notes for platform and team
Ring Inc
01.2020 - 06.2020
- 3 Tech Support) -assisted with troubleshooting all Ring devices -assisted consumers with returns, refunds and signing up for payment plans via phone -assisted Tier 1 with troubleshooting issues with consumers and finding a resolution via phone -evaluated calls for my supervisor of my peers to improve workflow and results -2019 Asurion (Tier 1 Tech Support) -assisted with multiple troubleshooting issues involving multiple devices via the phone -assisted with the activation of multiple phones as well as testing the results to ensure completion -assisted with evaluating peers calls and duding them towards better results while in the workplace
Teleperformance
06.2018 - 12.2018
- Tier 1 Tech Support) -troubleshooting multiple MAC and IOS devices -answering general customer service questions -pulling calls from peers and giving feedback for improvement -currently training for a supervisory position.
Edtech Software
02.2017 - 11.2017
- Receive calls from clients who need help accessing the educational platform -Resetting passwords and assisting clients with platform navigation -Attending to inquiries about the platform via a ticketing system -Supervising and training new hires on how to access and navigate the platform
Education
On The Job Education
United States Cost Guard
New Virginia, IA2013
High School Diploma
Mount Miguel High School
Spring Valley, CA2008
Skills
- Microsoft Windows and Office
- Collaborative Team Player
- Computer System Diagnostics Software
- Troubleshooting Network Issues
- Tracking and Documentation
- Resolving Problems and Incidents
- Service Desk Team Management
- Incoming Call Management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
3 Support Specialist
DoorDash
06.2020 - 12.2020
Ring Inc
01.2020 - 06.2020
Teleperformance
06.2018 - 12.2018
11.2017 - 04.2024
Edtech Software
02.2017 - 11.2017
On The Job Education
United States Cost Guard
High School Diploma
Mount Miguel High School
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