Multi-talented Support Specialist effective at managing information, technical concerns and team member support and training needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing over ten years of experience in technology training and support.
Hi, I’m
Karlei Horne
Support & Training
Charlotte,NC
Summary
Overview
11
years of professional experience
Work History
DAT Freight & AnalyticsWork From Home, OR
Technical Support Specialist
05.2022 - Current
Job overview
- Track team members progress on case work and provide ongoing timely feedback to team members.
- Develop training materials and conduct user training sessions.
- Analyze customer feedback to identify trends in product usage and recommend modifications or upgrades.
- Create knowledge base articles for employees and customer inquiries.
- Maintain up-to-date knowledge of company products and services by attending internal trainings.
- Survey technical content and data to provide product-specific support resources.
- Conduct regular call monitoring of agents to ensure adherence to company policies and procedures.
- Document training activities for employee Master Classes including evaluation follow up.
- Research and identify solutions to customer inquiries and escalate unresolved issues to appropriate team members.
- Provide quality assurance testing of new products for bugs and errors before release.
- Handle customer service issues by providing guidance or escalating for advanced support.
- Assist product manager and engineers in the development of product specifications and design requirements by testing features and products.
EHIWork From Home, MO
Internal Quality Auditor/Flex Trainer
06.2013 - 05.2020
Job overview
- Compiled monthly reports summarizing key performance indicators such as total calls answered, resolution rate.
- Monitored call center metrics including average call duration, hold times, abandonment rates.
- Conducted regular call monitoring of agents to ensure adherence to company policies and procedures.
- Managed escalated calls between customers and agents by providing assistance or offering solutions.
- Follow up surveys to measure customer satisfaction levels following interaction with agents.
- Reviewed established procedures to assess areas in need of improvement.
- Provided feedback to customer service teams on customer complaints and inquiries.
- Designed and delivered presentations, workshops, computer based training and webinars on various topics relevant to corporate training.
- Conducted needs assessments to identify skill gaps.
- Monitored employee progress during training sessions to ensure understanding of material presented.
- Provided post-training follow-up support such as answering questions, course evaluation follow up, or providing additional resources.
EHIWork From Home, MO
Escalation Specialist
06.2013 - 05.2020
Job overview
- Investigated customer complaints and identified root cause of the issue.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Researched, analyzed, and resolved complex customer inquiries.
- Thoroughly documented detailed reports of all escalations and resolutions.
- Monitored ongoing escalations for resolution progress.
- Assisted in training new escalation specialists on procedures and processes.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Maintained a high level of quality assurance throughout the escalation process.
- Completed in-depth research for numerous technical issues and helped establish procedures to prevent repetitive problems.
- Participated in regular meetings with management team members to discuss best practices in resolving escalations quickly and efficiently.
- Mentored junior team members and managed employee relationships.
Education
West Virginia UniversityMorgantown, WV
Bachelor of Arts from Marketing Management and Research
University Overview
The Art Institute of CharlotteCharlotte, NC
Associate of Arts from Graphic Design
University Overview
Skills
- Cross-Functional Collaboration
- Account Management
- Complaint Resolution
- Performance Monitoring
- Staff Presentations
- Teamwork and Collaboration
- Needs Assessment
- Training Program Development
Timeline
Technical Support Specialist
DAT Freight & Analytics
05.2022 - Current
Internal Quality Auditor/Flex Trainer
EHI
06.2013 - 05.2020
Escalation Specialist
EHI
06.2013 - 05.2020
West Virginia University
Bachelor of Arts from Marketing Management and Research
The Art Institute of Charlotte
Associate of Arts from Graphic Design