Kaelin Hardin
Franklin,KY
Summary
Dynamic and results-oriented professional with a proven track record at Apple KellyConnect, specializing in software support and customer service. Expert in enhancing customer satisfaction and resolving complex issues, leveraging critical thinking and technical support skills. Demonstrated ability to mentor teams and improve service quality, significantly boosting positive customer feedback.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
Software Support Technician
Apple KellyConnect
Remote
08.2020 - Current
- Enhanced customer satisfaction by resolving software-related issues promptly and efficiently.
- Managed a high volume of support tickets while maintaining excellent response times and positive customer feedback scores.
- Established strong working relationships with clients through consistent follow-ups on resolved issues and proactive assistance where needed.
- Acted as a liaison between end-users and development teams, effectively bridging the gap between technical jargon and user-friendly language.
- Collaborated with development teams to identify and fix software bugs, ensuring optimal performance.
Customer Service Advisor
Sprint
Kentucky
06.2016 - 04.2020
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
Customer Service Lead
Verizon Wireless
Call Center - Kentucky
01.2014 - 04.2016
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Oversaw and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Education
High School Diploma -
Logan County High School
Russellville, KY05.2012
Skills
- Active listening
- Critical thinking
- Relationship building
- Player motivation tactics
- Team member motivation
- Motivation techniques
- Computer proficiency
- Professional telephone demeanor
- Call center operations
- Scheduling
- Product knowledge
- Appointment scheduling
- Team development
- De-escalation techniques
- Building rapport
- Technical support
Timeline
Software Support Technician
Apple KellyConnect
08.2020 - Current
Customer Service Advisor
Sprint
06.2016 - 04.2020
Customer Service Lead
Verizon Wireless
01.2014 - 04.2016
High School Diploma -
Logan County High School