Kaitlyn Masengale
Muskogee
Summary
IT support professional with over 8 years in client service operations and team leadership. Successfully led Tier I & II support teams, enhancing performance metrics and ensuring service delivery in high-demand environments. Expertise in leveraging enterprise tools for diagnostics and issue resolution.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Enterprise Operations Center Team Lead
TierPoint LLC
08.2022 - Current
- Led Tier I & II support teams, coaching members and conducting quality reviews to enhance service delivery.
- Resolve complex technical issues and escalate service tickets while maintaining SLAs.
- Coordinated cross-team communications for swift issue resolution and effective outage tracking.
- Utilize enterprise platforms for diagnostics and service delivery, including ServiceNow, Azure, FortiGate, & VMware vSphere
Call Center Team Lead / Quality Assurance Analyst
DXC Technology
Tulsa
05.2019 - 07.2022
- Supervised customer service team; conducted call audits and coaching to enhance service quality.
- Managed escalations and tracked SLAs to ensure timely resolution of customer issues.
- Provided feedback and performance reviews to improve team efficiency and morale.
- Collaborated with cross-functional teams to improve service processes and enhance customer satisfaction.
Technical Support Representative
Dish
Tulsa
01.2019 - 05.2019
- Provided Tier I technical troubleshooting for satellite systems and equipment.
- Troubleshot software and hardware inquiries, resolving issues to improve customer experience.
- Educated customers on installation and proper usage of Dish services and equipment to ensure satisfaction.
- Managed billing adjustments, updated accounts, and coordinated customer scheduling to enhance service delivery.
Banking Customer Service Representative
Alorica
Tulsa
06.2018 - 01.2019
- Delivered high quality support for Ally Bank customers across multiple account types.
- Processed deposits, withdrawals, and wire transfers, ensuring accuracy and timely completion of transactions.
- Assisted customers with account inquiries and transaction requests, providing clear and effective solutions.
- Identified potential fraud and implemented preventive measures to enhance security of online banking systems.
Tier II Supervisory Agent / Emergency Dispatch
Customer Contact Channels
Tahlequah
10.2016 - 05.2018
- Oversaw operations of roadside and emergency dispatch call center, ensuring effective response coordination.
- Handled escalated calls and coordinated interdepartmental responses to enhance resolution effectiveness.
- Audited service logs to ensure policy compliance and improve operational accountability across teams.
Assistant Manager
Mazzio's Italian Eatery
Muskogee
10.2014 - 10.2016
- Oversaw store operations, finances, staffing, and customer service to ensure smooth daily functions.
- Ensured high food quality standards and maintained operational efficiency to enhance customer satisfaction.
- Managed daily cash deposits and streamlined inventory management for accurate stock control.
Education
High School Diploma -
Muskogee High School
Muskogee, OK05-2014
Skills
- ServiceNow
- Relationship management
- FortiGate
- VMware vSphere
- Technical Support Leadership
- Quality assurance
- Enterprise Resource Planning
- Remote Support Management
- Team Management
- Salesforce
- Citrix
- Identity Access Management
- Microsoft Office Suite
- Customer Experience Improvement
- Relationship management
- Customer Experience Improvement
Certification
- Forklift Operator Certification: NFF-1748818968-2368-158795
- Mobile Elevated Work Platforms Certification: NFF-1748811799-56839-158795
Timeline
Enterprise Operations Center Team Lead
TierPoint LLC
08.2022 - Current
Call Center Team Lead / Quality Assurance Analyst
DXC Technology
05.2019 - 07.2022
Technical Support Representative
Dish
01.2019 - 05.2019
Banking Customer Service Representative
Alorica
06.2018 - 01.2019
Tier II Supervisory Agent / Emergency Dispatch
Customer Contact Channels
10.2016 - 05.2018
Assistant Manager
Mazzio's Italian Eatery
10.2014 - 10.2016
High School Diploma -
Muskogee High School