Kaitlyn Shannon
Quincy,IL
Summary
Dynamic Help Desk Support Specialist with a proven track record at Acuity Eye Care, excelling in remote support and customer education. Recognized for enhancing communication and training new staff, while effectively managing ticketing systems to resolve issues promptly. Strong problem-solving abilities and teamwork skills drive exceptional customer service and operational efficiency.
Overview
13
13
years of professional experience
Work History
Help Desk Support Specialist
Acuity Eye Care
10.2020 - Current
- Developed and maintained information to troubleshoot common issues.
- Collaborated with IT teams to implement new process while minimizing down time.
- Trained new employees on help desk procedures, keeping them up to date on changes within our company and improving communications that are being sent out.
- Managed ticketing system effectively, prioritizing requests to ensure timely resolution of customer concerns.
- Prioritized urgent requests efficiently while still maintaining normal job duties and tickets.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by phone, email and chat.
Server / Bartender
The Abbey
06.2013 - 10.2022
- Delivered exceptional customer service in high-volume dining environment.
- Managed food and beverage orders efficiently to ensure timely delivery.
- Trained new staff on restaurant protocols and service standards.
- Collaborated with kitchen staff to maintain dishes were sent out correctly.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
Assistant Store Manager
Native Grill & Wings
01.2018 - 11.2019
- Coordinated daily operations to enhance guest satisfaction and service efficiency.
- Trained and mentored staff on customer service best practices and operational standards.
- Implemented inventory management systems to optimize stock levels and reduce waste.
- Improved customer satisfaction by addressing and resolving customer complaints promptly and professionally.
- Streamlined operations by implementing efficient staff scheduling, reducing labor costs while maintaining service quality.
Education
High School Diploma -
Quincy Senior High School
QuincySkills
- Remote support
- Customer education
- Problem-solving
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Team collaboration
- Effective communication
Timeline
Help Desk Support Specialist
Acuity Eye Care
10.2020 - Current
Assistant Store Manager
Native Grill & Wings
01.2018 - 11.2019
Server / Bartender
The Abbey
06.2013 - 10.2022
High School Diploma -
Quincy Senior High School