Kathleen Holdaway
South Jordan,UT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
Work History
Tier 2 Product Support Specialist
Rad Power Bikes
2024.03 - Current
- Captured client feedback and recommended and advocated for product enhancements based on personal expertise and evaluation of customer needs.
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
- Performed troubleshooting and tested customer issues via phone, email, and remote assistance software.
Chat Support Representative
Omnicommander
2023.03 - 2024.03
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Trained new team members on live chat procedures and customer service protocols.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Handled inbound customer chat conversations from various websites.
- Trained new personnel regarding company operations, policies and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Field Performance Coordinator
Sunrun
2022.05 - 2023.03
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Entered data, generated reports, and produced tracking documents.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Troubleshot electrical issues related to solar panel installation and implemented swift resolutions.
TIER 2 CUSTOMER SERVICE REPRESENTATIVE
Rad Power Bikes
2021.08 - 2022.04
- Documented and maintained detailed records of support requests, escalations and actions taken
- Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Diagnosed and troubleshot hardware, software and network issues.
Education
BACHELOR OF ARTS - COMMERCIAL ILLUSTRATION AND GRAPHIC DESIGN
Nossi College of Art
Skills
- Investigate claims
- Shipping and receiving
- Empathy
- Data entry
- Telephone Etiquette
- Training and Mentoring
- Writing Skills
- Customer Engagement
- Complex Problem-Solving
- Project Management
- PC and Mac Platforms
- Account Management
- System Administration
Timeline
Tier 2 Product Support Specialist
Rad Power Bikes
2024.03 - Current
Chat Support Representative
Omnicommander
2023.03 - 2024.03
Field Performance Coordinator
Sunrun
2022.05 - 2023.03
TIER 2 CUSTOMER SERVICE REPRESENTATIVE
Rad Power Bikes
2021.08 - 2022.04
BACHELOR OF ARTS - COMMERCIAL ILLUSTRATION AND GRAPHIC DESIGN
Nossi College of Art
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