Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelsey McGinnis

Lake Villa,IL

Summary

Adept at remote technical troubleshooting and fostering customer satisfaction, I significantly enhanced user experience at ELITech Group Inc. by resolving complex issues and mentoring new staff. My detail-oriented approach and exceptional problem-solving skills led to process improvements, showcasing my ability to multitask and drive results efficiently.

Overview

11
11
years of professional experience

Work History

Technical Support Representative

ELITech Group Inc.
06.2022 - 06.2024
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Contributed ideas during team meetings that led to process improvements and increased efficiencies within the department.
  • Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
  • Continuously improves troubleshooting skills, customer tools, and department workflow to increase customer satisfaction.
  • Provided on-site and virtual training on instrumentation to customers.
  • Assist with special projects as requested and perform additional duties as required.

Clinical Pathology Technician

Consolidated Pathology Consultants SC
07.2019 - 05.2022
  • Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
  • Aided a doctor in developing testing protocols and procedures.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
  • Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
  • Assisted with Medical coding.

Barista

Starbucks
11.2017 - 05.2019
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
  • Assisted in inventory management to maintain adequate stock levels and reduce wastage.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.

Phlebotomy Team Lead

Alexian Brothers Hospital
04.2013 - 05.2019
  • Enhanced team morale with effective communication and proactive problem-solving strategies.
  • Facilitated cross-training initiatives to enhance overall team skills and versatility in various aspects of phlebotomy responsibilities.
  • Coordinated inventory management for necessary supplies, ensuring smooth daily operation without any shortages or delays.
  • Assisted new hires in adapting quickly to their roles through comprehensive orientation programs.

Education

Associate of Applied Science - Medical Laboratory Technology

Oakton Community College
Des Plaines, IL
05.2019

Skills

  • Detail-Oriented
  • Remote Technical Troubleshootin/ Support
  • Customer Service
  • Complaint resolution
  • Problem-Solving
  • Skilled Multitasker
  • Organizational Skills
  • Active Listening
  • Tracking and Documentation
  • Ticket management

Timeline

Technical Support Representative

ELITech Group Inc.
06.2022 - 06.2024

Clinical Pathology Technician

Consolidated Pathology Consultants SC
07.2019 - 05.2022

Barista

Starbucks
11.2017 - 05.2019

Phlebotomy Team Lead

Alexian Brothers Hospital
04.2013 - 05.2019

Associate of Applied Science - Medical Laboratory Technology

Oakton Community College

Similar Profiles

CREATE PROFILE
Kelsey McGinnis