Kayla Moore
Emerson,GA
Summary
My objective is to gain experience with an organization that offers opportunities for career growth. Experienced in providing software support to users and developing and implementing technical solutions. Experienced customer service professional with a proven track record of delivering exceptional support and building strong customer relationships. Proficient in using CRM systems and adept at multitasking in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Technical Support Representative
Computer Generated Solutions, Toshiba
08.2022 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to mana ge and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Responded to customer inquiries and provided technical assistance over phone and in person
Technical Support Representative
City Of Highland Park MI/ Tech It Out Solutions
08.2019 - 06.2022
- Apple support iOS , watch OS, and Mac OS software troubleshooting.
- Served as primary point of contact for triaging technical issues
- Reviewed technical guidelines to verify compliance with information security standards and best practices. Used internal ticketing systems to manage, track and process actions taken on customer accounts, passwords and product support resolutions.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Led training efforts to empower personnel to resolve technical issues without submitting support tickets, reducing service calls
- Monitored systems in operation and quickly troubleshot errors
Customer Service Representative
Logisticare Circulation, 26877 Northwestern Hwy
10.2019 - 07.2020
- Getting members the transportation they need to get to their appointments
- Setting up the members appointment trip for the date that they need to go
- Confirming appointments
- Getting the member transportation back home
- Helping the member understand anything that they are possibly having trouble with
Customer Service Representative
FCR DME Provider
06.2016 - 05.2019
- Handles incoming calls or inquiries from customers
- Assists customers effectively by solving customer disputes
- Provides customer additional information or explanation of services
- Discusses products offered and ensures customer satisfaction
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided seller support on refunds, posted feedback and policy changes.
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Issued credits for contested returns, shipping fees and damaged merchandise.
- Answered questions regarding seller inventory, shipping, payments and buyer complaints.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Education
High School Diploma -
Cornerstone Health &T Technology High School
Detroit, MI06-2016
Skills
- Help desk
- Microsoft 365
- IOS
- Ventura - Mac OS
- Virtual Environments
- Oracle
- Excel
- Jira
- Break/fix support
- Active Directory
- Basic computer skills-Expert
- Technical Support Customer Situations-Expert
- Call Center Customer Service-Expert
Timeline
Technical Support Representative
Computer Generated Solutions, Toshiba
08.2022 - Current
Customer Service Representative
Logisticare Circulation, 26877 Northwestern Hwy
10.2019 - 07.2020
Technical Support Representative
City Of Highland Park MI/ Tech It Out Solutions
08.2019 - 06.2022
Customer Service Representative
FCR DME Provider
06.2016 - 05.2019
High School Diploma -
Cornerstone Health &T Technology High School