KARMEN Range
East Carondelet,USA
Summary
Accomplished Senior User Support Specialist with a robust history in customer success, including impactful roles at Noom, Inc. and Apple. Expert in utilizing Zendesk and remote communication tools to enhance user experience and resolve complex issues. Recognized for exceptional problem-solving abilities and effective conflict resolution, ensuring customer satisfaction and team synergy.
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
35
35
years of professional experience
Work History
Senior Support Specialist - Service Recovery
Noom Inc
11.2023 - Current
- Answer incoming tickets/emails via Zendesk to assist customers with billing concerns, locating accounts, resolving technical issues and other Noom app related concerns
- Assisting with processing payments within Stripe and Braintree
- Handle additional questions, comments, and complaints and assist in resolving these issues accordingly
Senior Support Specialist - Social
Noom Inc
09.2023 - 11.2023
- Handled direct messages from most social platforms such as: Facebook, Instagram, and Twitter
- Responded to reviews on Google, Apple, and Trust Pilot
- Handled escalated concerns through a dedicated channel
User Support Specialist
Noom, Inc
07.2020 - 09.2023
- Work with our growing Support Team, helping users use the app effectively and represent their wants/needs to the rest of our internal teams
- Responsibilities include: Responding to customer-submitted email requests with TLC and in a timely manner
- Troubleshoot and be able to walk users through every step of the app
- Proactively learn latest product changes and be aware of bugs
- Communicate bugs to the appropriate internal stakeholder
- Work cross functionally with stakeholders from the Support Operations team, Product Management team, User Research team and Coaching team to understand key process gaps and propose improvement opportunities for customer success
- Become the subject matter expert across all Support team processes
- Resolved escalated customer complaints quickly and effectively through strong communication skills
- Actively participated in team meetings discussing customer service initiatives or strategies
Apple Advisor
Kelly Services
08.2016 - 03.2020
- Took incoming phone calls and chats for customer service/technical support for smart cell phone, tables and computers
- Assisted customers with questions regarding their cloud accounts
- Assisted with training content and coordinate any changes to the training material
- Lead and assisted with training classes
- Coordinated training classes with support staff and HR
- Developed creative solutions for difficult problems that arose during service calls
- Collaborated effectively with colleagues in order to ensure customer satisfaction
- Provided technical support and troubleshooting for Apple products including iPhones, iPads, Macs, and Apple Watches
Office Manager
Complete Fitness Results
04.2016 - 08.2016
- Logged customers in when they came for group classes, private sessions and when customers needed to be evaluated
- Went over pricing packages for group classes, private sessions, semi private sessions and specials that we were running
- Updated customer records with current address, phone, email, weight and any goals that we had discussed and agreed on
- Went over weight goals for each individual customer and discussed fitness and nutrition goals in order go meet or even exceed the goals
- Managed promotions and social media
- Managed team meetings once a week to go over budget quarterly and yearly
- Discussed goals for each employee and company
- High-fived customers and gave out
Team Leader
TeleTech Corp
05.2011 - 04.2016
- Team Leads are responsible for a team's performance, development, mentoring, and coaching to meet and continuously improve both TeleTech and client metrics
- Team Leads focus on associate performance providing motivation and support to enhance engagement and success in attaining targets and goals
- Team Leads hold team accountable for meeting all performance indicators/metrics using reporting tools and techniques specific to their department
- Team Leads oversee and execute the activities and responsibilities of their teams
- They coordinate team activities and special projects
- Lead staff in accordance with policies and procedures of TeleTech
- Evaluate department processes
- Recommend and coordinate needed changes based on process analysis
- Responsible to meet team productivity and quality goals
- Communicate with managers and other Team Leads
- Train new agents for the company
- Achieve 100% of assigned goals
- Manage day-to-day operations, processes, and reporting
- Improve the key success metrics associated with goals
- Deliver excellent customer service and communication
- Develop, coach, support, and evaluate the team
- Ensure team has tools, systems, and support needed to perform their job
- Motivated team to achieve optimal results through effective communication and interpersonal skills
- Provided guidance to the team on best practices for completing tasks efficiently and accurately
Brand Ambassador
VIPDesk
01.2009 - 05.2011
- Took incoming calls for consumers wanting to set up appointments for estimates on Home projects or landscaping projects
- Made outbound calls to consumers who filled out information online
- Educate consumers on how to request estimates and appointments online and helped set up consumer accounts
Customer Service Rep
Grindstone, Inc
12.2007 - 01.2009
- Made outbound telesales and lead generation calls for American Express and medical supply companies.
- Maintained detailed records of customer interactions, transactions, and comments for future reference.
- Developed positive relationships with customers through friendly interactions.
- Assisted customers with product selection, ordering, billing, returns, exchange,s and technical support.
Office Manager
Custom Blending & Packaging
07.2005 - 12.2007
- Answered incoming calls from businesses ordering product
- Sent and received Federal Express and ups packages
- Paid all billing invoices and billed customers
- Greeted visitors to the company
- Ordered office supplies
- Maintained all invoices that were coming and outgoing
Administrative Assistant
A.G. Edwards & Sons
02.1990 - 07.2005
- Researched and corrected information in the system for municipal bonds
- Filled in for employees vacation days and sick days
- Scheduled all vacation and sick days for other employees
- Maintained debits and credits for each financial adviser in the municipal bond department
- Ordered office supplies
- Greeted visitors to the department
Education
Associate's - Business Management
University of Phoenix
Certificate -
Udemy
Skills
- Remote support
- Backup and recovery
- Operating systems
- Software troubleshooting
- Mobile device support
- Network troubleshooting
- Hardware diagnostics
- Escalation handling
- Client relationship building
- User onboarding
- Ticketing system experience
- Communication proficiency
- Incident management
- Software installation
- Zendesk experience
- Active listening
- Flexible and adaptable
- Verbal communication
- MS office
- Critical thinking
- Microsoft Word
- Relationship building
- Conflict resolution
- Quality assurance
- Team building
- Research
- Data entry
- Decision-making
- Organizational skills
- Customer service
- Clerical support
- Self-Directed
Timeline
Senior Support Specialist - Service Recovery
Noom Inc
11.2023 - Current
Senior Support Specialist - Social
Noom Inc
09.2023 - 11.2023
User Support Specialist
Noom, Inc
07.2020 - 09.2023
Apple Advisor
Kelly Services
08.2016 - 03.2020
Office Manager
Complete Fitness Results
04.2016 - 08.2016
Team Leader
TeleTech Corp
05.2011 - 04.2016
Brand Ambassador
VIPDesk
01.2009 - 05.2011
Customer Service Rep
Grindstone, Inc
12.2007 - 01.2009
Office Manager
Custom Blending & Packaging
07.2005 - 12.2007
Administrative Assistant
A.G. Edwards & Sons
02.1990 - 07.2005
Associate's - Business Management
University of Phoenix
Certificate -
Udemy
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