Summary
Overview
Work History
Education
Skills
Timeline
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Kelley Middleton-Speaks

Marietta,GA

Summary

Proven leader with extensive experience adept in technical troubleshooting and organizational Skills.I have the capabilities to elevated customer satisfaction by 5% through innovative support solutions and effective team management. Skilled in fostering customer relationships and streamlining service processes, demonstrating adaptability and a commitment to excellence.

Overview

5
5
years of professional experience

Work History

Lead Technical Support Agent

Data Savers LLC
04.2023 - Current
  • Record all customer interactions within internal CRM
  • Respond to customer inquiries in a timely manner regarding their hard drive through either telephone, web meeting or email
  • Identify and escalate issues to Tier 2 Support after exhausting efforts to resolve a given case
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Increased customer satisfaction ratings to 5%.
  • Managed customer contact with 3 support representatives.
  • Managed high levels of call flow and responded to technical support needs.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Used ticketing systems to manage and process support actions and requests.

Back Office Manager

360 Home Inspections LLC
08.2019 - 04.2023
  • Developed and updated calendars to schedule team and customer meetings.
  • Ordered office supplies and maintained supplier contacts in database.
  • Processed invoices for payment.
  • Streamline company finances, daily activities, administrative procedures, inventory control, task delegation
  • Organized company networking events to drive new clientele.
  • On-boarded new team members.
  • Designed and implemented office policies and enforced standards.
  • Increased New Clientele & Customer Satisfaction ratings to 5%.

Education

Bachelor of Arts - Graphic Design

The Art Institute of Atlanta
Atlanta, GA

Skills

  • Remote Support
  • PowerPoint
  • Word
  • SAP
  • CRM
  • P2P
  • Adobe Illustrator
  • Adobe Photoshop
  • Adobe InDesign
  • Google Drive
  • Gmail
  • Google Calendar
  • Google Meet
  • Hardware Support
  • Customer Services
  • Inventory Control
  • Quality Control
  • Data Entry
  • Policy & Procedure Modification
  • Finance & Payroll
  • Planning & Organization
  • Conflict Resolution

Timeline

Lead Technical Support Agent

Data Savers LLC
04.2023 - Current

Back Office Manager

360 Home Inspections LLC
08.2019 - 04.2023

Bachelor of Arts - Graphic Design

The Art Institute of Atlanta

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Kelley Middleton-Speaks