Khalila Edmond-Rahman
Indianapolis,IN
Summary
A technologically-inclined professional who possesses strong troubleshooting capabilities and a customer-oriented attitude. An individual with experience providing network and software support to users of various platforms as it resulted in the development and implementation of technical solutions for their needs.
Overview
7
7
years of professional experience
Work History
Product Support Specialist
Sprout Social
06.2023 - Current
- Managed a high volume of support tickets, maintaining a consistent record of prompt resolution times with 98% response rate within 24hrs
- Performed troubleshooting and tested customer reports to best reproduce, diagnose, and resolve issues
- Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
- Co-led L1 meetings and passed feedback to L2 engineering
- Increased knowledge base usage by creating detailed articles on common product issues and solutions.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
Customer Support Specialist
Sprout Social
12.2021 - 06.2023
- Assisted a large volume of customers every day with positive attitude and focus on customer satisfaction resulting in 97% CSAT.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Reduced interaction handle time per interaction by curating appropriate questions specific to the issue. This allowed for more customer inquiries to be resolved each day.
- Maintained 80% occupancy (10% over benchmark).
Technical Support Representative
Apple
03.2021 - 12.2021
- Received inbound calls pertaining to: device functionality, account inquiry, and appointment scheduling
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, thus enhancing the user experience.
Customer Service Representative
Costco
10.2020 - 03.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Communication via live channels and email
Plasma Center Technician/Phlebotomist
Biolife
01.2019 - 08.2019
- Promoted a positive atmosphere among donors and staff, fostering strong relationships that encouraged repeat donations.
- Collaborated with team members to achieve a clean and organized work environment, promoting efficiency and reducing errors.
- Streamlined workflow by managing inventory levels and ordering supplies as needed.
- Ensured proper storage and handling of collected plasma samples, maintaining the integrity of the product to be used for life-saving treatments.
Health Center Assistant
Planned Parenthood
08.2019 - 12.2019
- Clerical entry of confidential patient information
- Answering inbound calls and assisting with directory
- Answering questions related to patient inquiry/appointments
- Payment collection
- Performing venipunctures and administering IV drips as needed
- Scanning, faxing, emailing and processing paperwork when applicable.
Cashier/ Sales associate
Walmart
12.2017 - 12.2018
- Greeting customers and assisting them with their checkout process
- Loading and unloading of merchandise along with the proper disposal of waste
- Working closely with other associates within the department as a team.
Sales Representative
ADT/Defenders
12.2019 - 10.2020
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
Customer Service Representative
Lifetouch
08.2019 - 12.2019
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Certificate - HTML
Coursera
Indiana Ball State
Muncie, INDiploma -
Rich Central High School
05.2017
Skills
- Network Troubleshooting
- Service Desk Operations
- Issue Reporting
- Web Technologies
- Escalation management
- Customer Service
- Excellent Communication
- Organizational Skills
Additional Information
Experience with:
- Salesforce
- Zendesk
- Google Workspace
- Azure Desk
- JIRA
- Confluence
- HTML
- Dropbox
- Slack
- Zoom
Timeline
Product Support Specialist
Sprout Social
06.2023 - Current
Customer Support Specialist
Sprout Social
12.2021 - 06.2023
Technical Support Representative
Apple
03.2021 - 12.2021
Customer Service Representative
Costco
10.2020 - 03.2021
Sales Representative
ADT/Defenders
12.2019 - 10.2020
Health Center Assistant
Planned Parenthood
08.2019 - 12.2019
Customer Service Representative
Lifetouch
08.2019 - 12.2019
Plasma Center Technician/Phlebotomist
Biolife
01.2019 - 08.2019
Cashier/ Sales associate
Walmart
12.2017 - 12.2018
Certificate - HTML
Coursera
Ball State
Diploma -
Rich Central High School
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