Kayla Graham
Portage,IN
Summary
Solution-focused Technical Support Representative recognized for high productivity and efficient task completion. Skilled in troubleshooting, customer service, and technical documentation, consistently resolving complex issues with precision. Excel at communication, problem-solving, and adaptability, leveraging these soft skills to enhance customer satisfaction and team collaboration.
Overview
12
12
years of professional experience
Work History
Technical Support Representative
Apple
Chicago, Illinois
01.2022 - 12.2024
- Performed regular maintenance checks on customers' systems.
- Resolved escalated customer service issues in a timely manner.
- Identified potential areas for improvement in existing products or services.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Assisted customers with installation of new hardware and software applications.
- Troubleshot customer inquiries related to software and hardware issues.
Banking Operations Specialist
USAA Federal Savings Bank
San Antonio, TX
10.2020 - 01.2022
- Tracked payment processing times to ensure they met deadlines set by management.
- Identified opportunities for process improvements within the bank's operations.
- Resolved discrepancies related to customer accounts.
- Monitored changes in legislation that could affect the bank's operations.
- Ensured compliance with all applicable federal regulations regarding banking operations.
- Participated in training sessions designed to enhance knowledge of banking processes.
- Maintained customer records of all banking activities in a secure database.
- Reviewed account documents such as loan applications and credit agreements.
- Created reports detailing daily transactions and other financial activity.
- Developed online banking tools for customers to use for self-service access to their accounts.
- Worked with other department leaders to promote services and deliver seamless banking experience.
Technical Support Representative
Best Buy
Valparaiso, Indiana
10.2016 - 08.2020
- Ensured compliance with company policies and procedures regarding technical support operations.
- Assisted customers with installation of new hardware and software applications.
- Participated in special projects as assigned by management team.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Recommended upgrades or additional features that could enhance user experience.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
Customer Service Representative
Blue Cross and Blue Shield
Chicago, IL
06.2013 - 09.2016
- Resolved customer complaints promptly and efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
Education
Bachelor of Science -
Indiana University, Northwest
Gary, IN02-2025
Associate of Science - Nursing
Jeremi College
1544 45th St, Munster, IN 4632103-2020
Associate of Science - Nursing
Best Medicare
Dolton, IL06-2013
Skills
- Service support
- Software diagnosis
- Call recordkeeping
- Hardware diagnostics
- Desktop support
- Videoconferencing
- Application support
- Microsoft office specialist (MOS) master
- Product knowledge
- Knowledge base management
- Account management
- Support case resolution
- Performance testing
- Customer success management
- Data recovery
- Customer service expert
- Product troubleshooting
Timeline
Technical Support Representative
Apple
01.2022 - 12.2024
Banking Operations Specialist
USAA Federal Savings Bank
10.2020 - 01.2022
Technical Support Representative
Best Buy
10.2016 - 08.2020
Customer Service Representative
Blue Cross and Blue Shield
06.2013 - 09.2016
Bachelor of Science -
Indiana University, Northwest
Associate of Science - Nursing
Jeremi College
Associate of Science - Nursing
Best Medicare
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